Poor restaurant service
28/02/2017 strictlybusiness2017, Edmonton, Canada
The hotel itself was good, hotel staff are great, but the waitstaff in the lounge were less than hospitable. I went in for evening supper, waited half an hour for service, the lounge had only 5 other ... more
The hotel itself was good, hotel staff are great, but the waitstaff in the lounge were less than hospitable. I went in for evening supper, waited half an hour for service, the lounge had only 5 other ppl in it (which all had been served), there were two waitresses on shift that evening. When one finally came over, I ordered a lemonade (cost $4.50 a glass) then walked away without taking my order. I waited another 20 minutes (in the meantime 5 men walked in, sat together, got their drink order and food order) waitress still did not approach me at my table, I gathered my things, walked up to the manager at the bar, made my complaint and she apologized for the poor service but still charged me $4.50 for a drink that had not been touched. Hotel is good, just don't expect stellar service in the lounge part unless you go with a group of men, then the waitresses will hustle.I did follow up with an email to the GM but she never replied. Oh well, there are other places to stay and dine at in High Level. less
Tareq M, General Manager at BEST WESTERN PLUS Mirage Hotel & Resort, responded to this review
Thank you for your constructive feedback. We as an organization take full responsibility for your poor experience in our Lounge. I am the general manager, and although I was not onsite at the time of this occurrence, this incident was brought to my attention and was addressed at our very next staff meeting. I honestly did not receive an email or know of anyone on my team who did, otherwise I would have personally responded to you. Measures have been taken to improve our consistency thanks to your valuable feedback.
I am pleased that your were satisfied with the hotel and the staff, and hope that this isolated incident in the lounge will not compromise our opportunity to host you again.