A terrible afternoon tea experience?
26/07/2015 25SJH63, Hitchin, United Kingdom
My mother and daughter visited the Three Swans in M Harborough on 23 July 2015 to celebrate my mothers birthday with afternoon tea. Firstly the tea was not balanced in terms of sandwiches and cakes -... more
My mother and daughter visited the Three Swans in M Harborough on 23 July 2015 to celebrate my mothers birthday with afternoon tea. Firstly the tea was not balanced in terms of sandwiches and cakes - there was not enough sandwiches for 3 people whatsoever and the second and third tier of the cake stand was full of cakes - it was cake overload! At no time did the staff come over to ask how we were and if everything was fine. I recently had afternoon at The Swan Hotel in Bedford for 2 - on that occasion there were two cake stands - one of sandwiches and one for cake. But more importantly, the quality of service left a lot to be desired. At one point we looked a cross and saw a table of 5 waitresses just sitting and chatting to each other. When I went to pay my bill the trainee Assistant manager called Stephen served me surrounded by his team if waitresses. When asked for a feedback form he replied "we don't have them, you will have to go on trip advisor". I challenged the fact that I would like leave feedback with the hotel and he replied, whilst doing some filing and not looking st me "why, were we not quick enough for you madam". To my shock and disappointment, I promptly reminded him that there is more to the customer experience than speed of service!! He didn't get this point: when I challenged him about the fact that staff just sat around and didn't tend to is unless we beckoned them over, he responded "sorry madam that shouldn't have happened" - surely as the person in charge in the restaurant during that time, he should have taken it upon himself to manage his staff!! He then told me to email the manager with my complaint, which I intend to do. He promptly took my full payment of £15 x 3 - just shocking!! Think twice before going here for an Afternoon Tea experience. less