Lovely for tea but limited disabled access
03/04/2019 robonhols466, Swindon, United Kingdom
I booked afternoon tea for three. I mentioned at the time of booking that it was for my mother's birthday, she is in a wheelchair, and we would like to sit in the conservatory to get the nice views o... more
I booked afternoon tea for three. I mentioned at the time of booking that it was for my mother's birthday, she is in a wheelchair, and we would like to sit in the conservatory to get the nice views over the countryside. On arrival there was no one to greet us in the restaurant/bar area and we had to wait over 5 minutes for a member of staff to turn up. When she did, I said that we'd asked to sit in the conservatory and I expected that she would get a ramp for the big step down. Instead, she said that they didn't have a wheelchair ramp as the manager had hidden it!! So we could sit in the restaurant or we could get my mother and her wheelchair down the step as best we could. The restaurant was empty and cold-looking, the conservatory nice and sunny and welcoming (albeit not to disabled customers). My mother is a determined lady, and we managed to get her down the step (getting her back up later was much harder). At last we were at our table in the sun with lovely views, and tea arrived.
We had a choice of different tea varieties and then they brought the three-tiered cake plate. It was very well presented and we enjoyed the food. There were mini sandwiches - cucumber and cream cheese, ham, smoked salmon rolls - three different types of cake and two big scones each with jam and clotted cream. The scones defeated us and the very nice waiter packed them up in foil for us to take home. More tea was available on request.
I thought the tea was excellent, and, after the initial delay, so too was the service. However I find it difficult to understand why a hotel that has a big step down to the conservatory - a key sitting area - does not have a wheelchair ramp. Especially when I mentioned at booking that they will have a guest in a wheelchair! less
JameshemmingHBH, Operations Director at Cricklade House Hotel, Sure Hotel Collection by Best Western, responded to this review
Thank you for your review.
I am sorry that we were not able to supply the ramp as requested. The wheelchair ramp is not hidden, but stored away in the same place for the last 12 months and used regularly - I'll try to identify the member of staff who didn't know where it was.
Whilst clearly beneficial for those in a wheel chair, presents a hazard for those that are not in a wheel chair but unsteady on their feet as identified on our risk assessments, hence the reason why it is not out permanently.
I am glad, however, that you enjoyed your afternoon tea.
We look forward to welcoming you back.