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A good week spoilt
Our recent stay at the Bae Abermaw hotel was spoilt by a minor food complaint that was not addressed at the time and later unsatisfactorily by the Manager. We were staying for a week and had eaten at the hotel a couple of times but on this one particular night unfortunately most of the chips that came out with my husband’s steak were overcooked,(brown & hard) we both started to eat our meal expecting the usual 5minute check to see that our meal was ok, but due to a large party being seated this did not happen, so when we finished the meal and the barman collected our plates, there was no question of how was your meal just did we want the sweet menu? My husband replied not at the moment, and pointed out that the chips were not up to standard, the barman indicated that he would mention it to the chef, however we then sat and waited for the waiter to return to take our sweet order and a reply to our complaint of the overcooked chips, but by this time the restaurant was busy and there was only 1 waiter and 1 barman and they were rushed off their feet trying to please everybody. Then the Manager returned from his night out, we believe he lives on the premises, and sat in front of the TV with co-workers having a drink, we eventually got him to come over and speak to us, we got the feeling he was slightly irritated at being disturbed on “his night off” and was not very apologetic or empathic towards us at all. He did admit that he had heard something about “burnt chips” whilst he was in the kitchen! We left the dining room and went back to our room and ate out for the remaining 2 nights of our stay. We checked out with Eduardo and they had given a 50% reduction on my husband’s meal which was a gesture the Manager had promised on the night of the complaint. However having vacated our room, we went back to reception where the Manager (ROSS) was sitting, my Husband was just about to say thank you etc for a nice stay when he over spoke us and asked for the key back in a very abrupt and rude manner, he didn’t make eye contact with us and turned away once I had put the key on the desk. We were speechless at the immature attitude of Ross and left the hotel upset at the way he had treated us. There are 2 key traits that a hospitality Manager should have, professionalism and integrity, of which we believe Ross has neither.