They tell lies to customers
I had booked 3 tables all within the COVID rules (a table of 6 with 2 households a table of 4 with 2 households and a table of 3 of one household all 2m apart) for a small lunch and cup of tea after m... more
I had booked 3 tables all within the COVID rules (a table of 6 with 2 households a table of 4 with 2 households and a table of 3 of one household all 2m apart) for a small lunch and cup of tea after my daughters christening.
At the time of booking there was a worry from the hotel that they wouldn’t have the kitchen staff to deal with the 3 tables as they where on skeleton staff.
After phoning to confirm the booking they called back saying the environment health had just come in and told them they aren’t allowed this booking as it’s considered one party. This is a lie.
On booking the tables 2 tables where booked under my surname as I was at one and my parents at another so same surname, the 3rd table was booked under my in laws name as it’s only them sitting at it. So there’s no way what they are saying is true.
I wouldn’t mind if they called to cancel it saying they either couldn’t staff it or just had concerns about the booking but to hide behind a lie and treat people like this is very poor. less
Tuathal Breheny, General Manager at Best Western Garfield House Hotel, responded to this review
This is almost accurate.
Firstly, the health and wellbeing of my team and the hotel guests is paramount and I struggle to see how our compliance with government legislation to control a pandemic is reason to post such a review.
We made a mistake accepting the enquiry and when I became aware of the size of your party i.e. being 5 households, I have to comply with the guidance laid out by government.
Unfortunately, this means we are currently unable to serve a large group as defined by the guidelines, even at individual tables (funeral and weddings are exempt but have restrictions)
Before cancelling the booking, I clarified the party size with an environmental health officer and if you wish I can provide you with their contact details, privately, for verification.
Yes, we currently have reduced staffing levels for a number of reasons
• Staff Safety - we are trying to keep each department within work bubbles to reduce their risk
• Guest Safety - reduced seating capacity 2 meters apart hence less staff required
• Government Legislation - under Tier 3 we are currently closed from 6pm
• Furlough - staff on furlough
I appreciate your daughter’s christening is an important day for you and your family and that by cancelling we have caused some obvious disappointment.
However, by following the guidelines it allows us to stay open, protect our jobs, minimise the risk to everyone who uses the hotel and remove any risk of financial penalty for breaking them.
Please remember, we don’t set the guidelines; we just follow them.