Great room, lovely staff, beautiful hotel, shocking approach to food
15/01/2018 GadgetGal G, Milton Keynes, United Kingdom
The good: Hotel was beautiful. The staff could not have been more helpful. The lady at reception conducted me to my room personally and explained the heating. Room was lovely, bed very comfortable and... more
The good: Hotel was beautiful. The staff could not have been more helpful. The lady at reception conducted me to my room personally and explained the heating. Room was lovely, bed very comfortable and the complimentary water and newspaper were very welcome.
The bad. The car park is a little cramped. The room was a bit cold and despite having the heater on all night, didn't warm up all that much. Possibly due to it being an old building with old windows.
The worst of the bad happened at dinner. The menu was rather meat-centric. However I chose to eat there and had fish which was very nice. For pudding I requested lemon posset. When it arrived, I was on social media with my cousin who was posting photos of his meal in Edinburgh. The lemon posset looked lovely so I took a photo to post to my cousing - 1st photo in the attached series. I then moved the shortbread to one side to get to the posset and was shocked to see that instead of a light fluffy texture, I had been served a dish that was dried up and cracked and appeared to have been left out for hours (second photo in series). What was worse was the fact that the garnish of red sauce, strawberries and shortbread had clearly been arranged, with copious amounts of icing sugar, to conceal the inedible state of the pudding.
I complained to the waitress who was very helpful and took it right back to the restaurant. She returned to say the chef was very apologetic, and these lemon possets were from yesterday, but the new batch he had made today weren't quite set. I said I would like to have one of the fresh ones even if it was not quite ready. Returning from the kitchen, she said that the chef said they were just completely liquid and really not ready to eat.
I cannot help but question that the existence of the new batch of lemon possets. These dishes do not last 24 hours so they should have been disposed of and a new batch made with enough time to set. Failing that, it should have been removed from the menu.
The waitress offered me something else, so I chose a cheesecake which was very nice. I was not charged for the pudding.
Several things are disappointing about this experience:
1. The chef should not serve old food that is not fit to eat.
2. The chef should not attempt to disguise food that is not fit to eat in order to con the customer into eating it and not realising just how unpalatable it is.
3. The final straw was when I returned to my room and realised that the 'shortbread' that on the menu was listed as accompanying the lemon posset and which had been used to attempt to disguise the dried out cracks was in fact the same as the biscuits provided in the room to go with the tea or coffee.
I have not given a low rating because it was a pleasure to stay in the hotel and the staff were top rate. However I would be reluctant to risk eating there again which is a shame. less
Manager W, Manager at Best Western Wessex Royal Hotel, responded to this review
Dear GadgetGal G
Thank you for taking the time to rate the Wessex Royale Hotel. Sorry you were disappointed with your pudding and that we were unable to supply a fresh one, your comments have been noted. Great to see you enjoyed your room, hotel and hotel staff.