Hotel staff carried the kitchen!
19/09/2015 anonymous946, Ashford, United Kingdom
We stayed bank holiday weekend 3 nights in August and had an outside court room. The room was in dire need of upgrade and the bed was very uncomfortable. Breakfast was average for Best Western. The ... more
We stayed bank holiday weekend 3 nights in August and had an outside court room. The room was in dire need of upgrade and the bed was very uncomfortable. Breakfast was average for Best Western. The evening meal, which was included in our stay price, on the first night was excellent and the puds good, but after that it was downhill all the way. The staff in the kitchen constantly either got the order wrong or the food was cold, and this was every day. We wouldn't have minded but there was only three/four tables booked in the restaurant! Trouble is when they got it right the food was delicious! The waiting staff constantly was apologising for the mistakes. Turned out the original chef had gone off sick and another had taken his/her place. Bad move. I must say that the staff (not the kitchen), were all very friendly and helpful and could not apologize enough. This didn't really help much, we paid premium price as it was a bank holiday. Worth the cost? Debateable! There would have to be a lot of changes for us to go back. less
Kelly K, Owner at BEST WESTERN Brome Grange Hotel, responded to this review
We are disappointed to hear that your recent stay did not meet your expectations. It was very unfortunate that during your stay the Chef was taken by illness. We do have contingency plans in place and use Agency Chefs in an emergency. This is a very rare occasion and we do apologise for any inconvenience caused. We hope to have the pleasure of welcoming you back again in the future to restore some faith that you have lost in our Hotel.
Brian and Kelly Keane, Owners