Spa lunch and lounge experience
03/03/2019 Nicxco, Beverley, United Kingdom
The spa part of the deal was not too bad apart from a large baby shower being booked in which meant that no one could use the jacuzzi as they sat in it for so long no one else got a look in.
The st... more
The spa part of the deal was not too bad apart from a large baby shower being booked in which meant that no one could use the jacuzzi as they sat in it for so long no one else got a look in.
The staff in the spa were friendly and helpful.
The same could not be said about the staff in the hotel itself. We went across for our carvery and were given a table that was for two people (there were 3 of us) so we asked to be moved.
We were told to take a table in the other room. No one showed us to the table and no one came to take our order or tell us what we were supposed to do. The staff were miserable and elusive. There was no one behind the carvery counter to ask and no one behind the bar. We eventually found out that we just had to go up to the counter and wait for someone to show up and serve us. A barmaid eventually appeared and we ordered a bottle of wine. The food was ok, nothing special and the service really let the place down. We had to wait ages to find someone to ask about our dessert and when we asked we were given a board with the desserts on and they then disappeared and didn’t come back to take our orders. We again eventually found someone to take the order and again they were miserable and unhelpful. The place was NOT busy so there was no excuse.
When we tried to pay, the barmaid then started moaning that we should have paid at the spa (we had been told to pay at the bar). The way she went on and on made us feel very uncomfortable and it was really unprofessional. We could have just left without paying. She didn’t know that we hadn’t paid for our wine and we had to tell her.
I will never go back there to eat and neither will my friends. A big part of eating out is the welcome you receive and the friendliness of the staff - this was non existent - they didn’t know we were even there, let alone what we had had or paid for! less
amyrichardson, Manager at Best Western The Bell In Driffield, responded to this review
Thank you for taking the time to leave us your comments.
We serve a carvery in the hotel on a Sunday which is part of the lunch and lounge package with the spa. I am sorry that you were unsure of what to do when you came across for your meal. We do feel that we have good staff and receive comments mostly in support of this, however its seems not in your case, and it sounds from your comments that they could have been more helpful, i am sorry for this.
We do try to make the carvery process as easy as possible for people. There is a big sign on the carvery that says please order and pay at the bar. There are then signs on the bar for if there is no one there to ring the bell for attention. There is also a bell and a sign on the carvery saying ring for attention for if there is no one there when people go up for there meal. These are in place so that it alerts the bar/kitchen staff that there is someone waiting when they are perhaps off doing other jobs that need doing. I am guessing that you missed these. If you had seen these it would have made the process at lot easier for you, we don't tend to get this problem as most people see the signs, perhaps we need a rethink to try and make it more obvious.
The spa does deal with payments from there customers as they sort the packages and know what is to be paid for, there was obviously a communication breakdown here that, will be dealt with for the future.
Again i am sorry that you did not receive the welcome and treatment that all customers deserve and am sorry that you won't be coming back.