Burns Night Disaster but.................................................
26/01/2016 Annian1, Portpatrick, United Kingdom
My wife and me decided we would enquire as to availability at the Burns Night function back in December having had a great time at the same function three years earlier. On learning there were still t... more
My wife and me decided we would enquire as to availability at the Burns Night function back in December having had a great time at the same function three years earlier. On learning there were still tables available we duly made the booking along with some accommodation, a premium room at the southern end of the hotel. Let me say straight away that we had no issues with the room; it was clean and as described.
However the same could not be said of the Burns function which in our view was a disaster from start to finish. We were hoping for a repeat of our experience in 2013 but were so disappointed we decided to speak to management. I'm glad we did because the duty manager was a delightful young lady called Paula. She listened to everything we had to say and couldn't apologise enough. She explained that the hotel had been let down too and that she had to organise much of the function from scratch. Anyway, she went out of her way to make up for our disappointment and I can only applaud her for taking customer service to a new level. It would be unfair to say what she did but suffice to say it was well received and unexpected.
Another issue which we shared with Paula was with regard to one or two of the bar staff. They were foreign and regrettably struggled with the language. This would probably go unnoticed if they were working behind the scenes but in an environment such as a bar their linguistic skills really do need to be much better.
Lastly, an important observation for any beer drinkers who may read this review; there is no real ale available. This was a huge disappointment to me because I had read somewhere that cask ales were available. They do offer Crianlarich Ale which must be a keg beer as there were no hand pumps on the bar and nor did I see any bottle conditioned real ales.This meant I had to settle for lager [Grolsch] which at around £4.40 per pint is not exactly cheap!
Anyway, other than an extremely disappointing function the hotel is perfectly fine but my parting memory will be of the excellent customer service offered by Paula, the duty manager. less