Poor service - Ye Olde Bell Hotel & Spa Rampton - Trade Reservations
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🤢 2/5 - Poor service
By 👻 @la4283, 02/04/2023 3:00 am
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Having gone away for a surprise night away with my friends for my birthday we were really happy with the spa and the hotel. We went down for our evening meal at 7:30 and by 9 o’clock we had still not received our starter. We eventually ate our main course at 10 o’clock which by then we were past eating. During the time from sitting down we were never asked if we wanted another drink or told what was on the specials board and when we did ask a question no one seemed to know the answer. Every hotel is finding things difficult at the moment between staff shortages and the cost of living crisis and I am sympathetic to this however I believe that the mark of a good hotel is how they react when a customer is disappointed in something. On the evening of our meal I complained to the staff about the delay to our meal but again no one really seemed to know what was happening. The next day I again explained to the receptionist how much it had spoiled our evening only for it to fall on unsympathetic ears with little to no response. Unlike me (because I never complain) I then followed up my experience with an email to the hotel. The email took days to respond to and when I did get a response it was suggested that they were aware they had operational problems on the night we stayed but didn’t think anyone had noticed! Not a good response! The GM did ask me to let her know the next time I was in and she would buy me a drink. Overall I can forgive problems in hotels at the moment because I appreciate how hard things are but handling customer dissatisfaction in this way is inexcusable. I don’t fee unreasonable to complain when a meal takes 2.5 hours to serve!
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