Poor service, no guidance for staff.
13/09/2016 Duncan T, Ballymena, United Kingdom
Very poor service, food average, beef very good, carrots good, starter good. Eldest daughter asked for aioli on the side....impossible because it's included . The ham was very salty, suggesting that i... more
Very poor service, food average, beef very good, carrots good, starter good. Eldest daughter asked for aioli on the side....impossible because it's included . The ham was very salty, suggesting that it hadn't been brined. My biggest complaint was walnuts in the chocolate brownie.....not mentioned on the menu and the staff hadn't a clue. I'm allergic to walnuts and thankfully only ingested a very small amount. Waiting staff seemed to have no concept of the dangers. When I complained while paying the young man discounted one sweet....not impressed. My youngest daughter complained at the check in desk where they were in the process of printing new menus but one would have thought that in this day and age of information, this should have been done when the sweet was put on the menu. Forget about the fact that I've never experienced walnuts in a brownie. I don't think I or my family will be back. Very poor for a 4 star hotel. less
Kimberly M, Sales & Marketing Manager at BEST WESTERN PLUS White Horse Hotel, responded to this review
Dear Duncan T,
Thank you for your comments regarding your recent lunch at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations.
At Best Western White Horse hotel we strive every day to provide superior customer service. I am sorry we were not able to do that for you on this occasion. This is not the White Horse stand and our Sunday carvery is highly recommend and has great customer feedback. We have taken your constructive comments and discussed them with the rest of the team, to ensure this does not happen again, as stated this is not our normal standard.
We would like to thank you for bringing this to our attention and hope you will consider coming back to dine with us again so that we can have another chance to provide you with exceptional service
If I can provide any further assistance, please don't hesitate to contact me directly at 02871860606.