Nice Hotel shame about the Chef
25/08/2015 Rose B, Woodbridge, United Kingdom
Before I chose this hotel I read the reviews on several travel sites as I was taking my 12 yr old grandson with me. The utmost criteria was that the hotel should have a pool and a hot tub, and as thi... more
Before I chose this hotel I read the reviews on several travel sites as I was taking my 12 yr old grandson with me. The utmost criteria was that the hotel should have a pool and a hot tub, and as this hotel did this hotel had good write ups , we thought that we would go to Scotland . We had a Club room that was excellent and the reception staff were helpful and informed, also the leisure suite came up to standard. We decided to eat in the Bistro. To get to it internally you needed to go through the Bar area. I was told in specific terms that we could not have a drink in there. Main courses in the Bistro were interesting to say the least . Large very full plates that put you off to start with.Pork escalope with sweet and sour sauce and rice was not thin strips of pork but three thick chunks 1st time ordered ok 2nd time ordered on a different night terrible the sauce was full of vinegar and too tart by a mile, in fact I said to a waitress would the chef like my recipe. Macaroni cheese served sance too thin on a large plate 2 slices garlic bread plonked on top so that they were in the cheese mixture. Breakfast was self service for the cooked part of the meal. Fried eggs do not thrive on a heated dish. They set with the yolk becoming hard.I was told that I could order something if I wanted. I ordered 3 pieces of crispy bacon as the bacon in the hot tray was just cooked and I ordered my grandson a lightly fried so he could dip in his toast. This took three attempts. The staff were not british and therefore did not understand me in the the restaurant manager of the day came over to me understood me perfectly and got the food arranged. The hotel seems to take in an awfully large amount of coach tours and I couldn't understand why they needed to in August with the tattoo and the fringe on ,the hotel should have been heaving with private customers. I now understand. When I checked out I told the Manager but he did not seem too concerned. When I am paying £150 per night I expect Good Room and Good Food . I do not expect the waiting staff in the Bistro to say OK in everything I as for. A bit of politeness goes a long way. less
Fifescribe, Manager at BEST WESTERN Kings Manor Hotel, responded to this review
Thank you for taking the time to post the review of your recent stay with us. Its unfortunate that our service did not match your expectations. I am delighted that the room matched your needs.
To get to our bistro you can either go through the bar or via the corridor between our Club rooms and Milton Suite, a route that is well signposted. Your comment regarding no service in the bar would refer to your grandson. It’s a condition of our liquor licence that we cannot allow people under 18 years in the bar area. They can join you and share a –soft- drink with you anywhere else in the building. The bistro, the restaurant, the foyer, the outside seating area or even your room but we cannot serve people under 18 years in the bar. I am afraid that this is not a rule we make up, it is the Law. If we allowed you to break the law, we could be liable to prosecution as would yourself.
I am sorry that the Bistro food was not up to your standard, it is a popular eating venue with many local guests returning regularly as well as our hotel guests. I can only assume that we were having an off day. I have asked our food service team to look into this.
I agree that fried eggs are perhaps the worse thing that you can possibly try to keep under heat lamps. We tried putting out only scrambled eggs – which holds up very well under lights and offering fried eggs on demand. Unfortunately this did not work people wanted their fried eggs sitting ready to go next to the sausage and bacon. So we reverted to the system of having a small number of fried eggs out and regularly replacing them. We also offer a fresh ‘cook to order’ service for all buffet items as well as things such as poached eggs, kippers and smoked haddock. A service that you obviously took advantage of.
We are fortunate to have a number of excellent staff at the hotel, some can measure their service in decades as well as years. Our Staff come from just along the road to all around Europe and beyond. They are selected on their customer service attitude and their ability to be trained to the job. We do not select on country of origin. If someone can do the job , they will succeed here and if they can’t then they will move on. Language skills sometimes become an issue especially when using an unusual form of words or if accents on both parts are fairly heavy. This is something we continually strive to improve upon and any minor mishaps are normally rectified with a minimum of fuss.
In the same way as we don’t judge our staff on the place of their origin we don’t take any view on our guests from the mode of transport they choose to arrive at the hotel with . We welcome all guests whether they arrive by train, plane, car, motorbike, tram or coach. All guests are equally welcome and should receive the same level of courtesy and service regardless of their chosen mode of transport.