Disgusting Customer Service/Management
12/02/2018 sarahmushet, Livingston
Visited her on Friday the 9th where we met my sister off of the train after she travelled up from London and got off at the Dumfries station, directly outside. We received a warm welcome and delicious... more
Visited her on Friday the 9th where we met my sister off of the train after she travelled up from London and got off at the Dumfries station, directly outside. We received a warm welcome and delicious meal.
My sister returned to London today, so after such a good experience we returned at 12:30pm today. Her train was at 1:00pm, so after entering and asking to be seated for lunch and using the lavatories, we began to discuss whether or not to sit for a drink or get lunch like we had on Friday.
Throughout this time, we had a member of staff follow us up and down the hall - shouting at my dad that he wasn't alllowed to use the facilities before dumping menus on the table and stating 'i'll deal with you when i have time'. A stark contrast to our previous visit.
After the hostile welcome, we then decided to leave and spend our money elsewhere, when we were then followed again to the door - asking for a donation to be made for the use of toilets. We explained we were more than willing to pay for a meal, but her service was the exact reason we refused to stay. She then referred to us as cheapskates who wouldn't even donate to charity (which we do every month).
Disgusting woman who needs a reality check about how vile her behaviour is, despite working in hospitality. less
Aileen_McGhie, Owner at Best Western Station Hotel, responded to this review
Hello the Mushet sisters. Thank you for your lovely review of your lunch visit last Friday. I'm sorry we didn't live up to expectations on Monday. To be fair, 30 minutes for 5 people to go to the loo, get lunch and see your sister off at the station was a bit optimistic. Perhaps it would have been more realistic to just use the loos and make a contribution to the charity box - as we ask everyone to do - without all the shouting.