Guest User
June 24, 2024
The hotel is fantastic, facilities are great. Rooms are very plush and comfortable and an overall great experience. If you’re booking a short spa break with the Mrs it’s a must do. All was going very well and then we went for dinner at 1215 restaurant. After a slow start to service, Francis our waiter was very attentive and done a great job serving us. Sadly, the chicken I ordered was bone dry. I can’t remember the last time I sent a dish back to the kitchen. I’m not particularly fussy - but when you’re paying top money for hotel food, I expect it to be to a certain standard. The chicken was tougher than old boots and I simply wasn’t prepared to eat it. I pulled the manager, didn’t make a big fuss. I just said it was very dry and I didn’t want to eat it, could I please change to a flatbread (knowing that wouldn’t go wrong) He quickly replied, that’s fine but you will have to pay for the chicken. He said that the reason it was dry is because we asked for it to be kept on the pass (hadn’t finished our starter) This is a first for me in a high end place. I was taken aback, but said ok I still want the flatbread (being hungry). Francis our waiter obviously saw what had happened with the main going back. He was genuinely concerned and you could see he felt bad about the situation. I made it aware that I was fine what happened either way, but I would take it up with the hotel manager. Surprisingly, the chicken was taken off the bill which was rightly so in our opinion. I think the managers attitude and approach was unacceptable. Maybe he had a long day, but it’s certainly not how I would expect my staff to act in my business. On reflection, I would stay here again and the hotel facilities & rooms get a 5* from me. The service from the manager pulls the score down, sadly. You won’t go wrong booking a night or 2 here for a couples spa break.