We visited the Spa on Sunday as closing for my hen party weekend, and all had a lovely time and thought the treatments that we had were great, the layout of the spa isn't the best - with spa rooms (which we couldn't use as part of our package) and relaxation area one end with the pool and 'standard' steam room, sauna and jacuzzi at the other. I'm not grading the spa experince as 3 stars, that was better.
We finished by popping over to the main hotel to sit in the bar and grab a sandwich before all going our separate ways, never did I know before this grabbing a sandwich could go so terribly wrong and take so long.
We were prewarned on being seated the food may take a little longer than usual thanks to there being a large function on. We had 6 people with sandwiches (and only two types of sandwiches), and one with salad. After almost an hour the first batch of food arrived.
There were some simple requests (No Tomato in 2 of the club sandwiches, no onion marmalade in one of the sausage sandwiches, and a portion of chips on the side of the salad).
Anything that arrived as a 'custom menu' change, arrived wrong. I had a sausage sandwich and the chips on the side were almost cold, the sausages overcooked and almost cold also. We sent back the wrong food, and requested the chips for the salad (rather then them giving us the chips from one of the sent back sandwiches they cooked a fresh batch). The girl with the salad was eating really slowly and we requested the chips 3 times, and they eventually arrived 30 minutes later after she'd finished eating.
The missing Sausage sandwich arrived this time without Marmalade, yet when she flipped it over found that there was egg (we presume, not even the waitress knew what it was) all over the bottom of the bread. The two missing club sandwiches were promised a minute or two later... maximum, and 20 minutes later we were still waiting for them.
It took just over 2 hours from our arrival to the bar to receive our full orders correctly. We didn't pay for any of the food or drinks in the end but we'd rather have paid and had great service and all ate together!
The lady manager (I presume she was the manager) was very helpful and apologetic throughout, the gentleman on duty is in the wrong line of work. He made it explicitly clear to everyone who had problems that 'this was nothing to do with him and he was trying their best' as if he wasn't part of a team and shouldn't have to take any responsibility for helping to sort the situation out. At one point where he came to our table to ask what we were missing, he almost shouted at us and didn't even end up listening to our response.
My food was mediocre at best and my sandwich was definitely not something I would have expected to pay £8 for, even if it was right. We were told that the problems were down to a refitted kitchen, although I'm not sure how a refitted kitchen means that orders were not being read properly, and that doesn't excuse the shoddy service. less