Dear Sir or Madam
I thought I'd send this email to be seen as a helpful bit of feedback for you.
Today, Friday 18th August, my wife and daughter spent several hours at the hotel for a half day Spa and lunch. They both had a very enjoyable time and would recommend it wholeheartedly.
I came to collect them rather too early, but that provided me with a good excuse to join them for lunch and also gave me a chance to have an opinion in this email.
The first thing to say is that all the staff were very friendly, polite and helpful and the food was also very good.
However, the service was far too slow - irritatingly so. I'm not sure whether it was because there were too few staff or that they were just not 'sharp' enough, but this irritation did start to override the positives.
Example: We had to ask three times for our 'pastries' when we first arrived (exactly at the appointed time)- it took twenty minutes for them to appear, by which time coffees had been drunk and the girls were being collected for the Spa. Later too, nothing associated with the food arrived in a coordinated way - courses came without cutlery, or another wait for serviettes, or bread without butter (in fact we had to ask for butter and the dish was brought out without butter in it).
There were other timing issues I could give further examples of. But it just smacked of a lack of; coordination, leadership and a spark of high end professionalism.
That's a shame, because everything else was good - and they were very nice and helpful staff seemingly just needing a 'boss' to oversee and push things along.
Since returning home, I've scanned TripAdvisor and see that my thoughts are echoed throughout- this lacklustre atmosphere is a recurring theme.
What is a shame is that our family is looking for a hotel base for this Christmas, and I'm pretty certain the eight of us would be booking in were it not for this nagging doubt that I now have that the issues I've raised will spoil it for us. Initially, i even asked 'Julie' on reception about reservations for that period. Perhaps you could give me some reassurance that this will be addressed please?
One final thing - please tell the kitchen not to send food out to diners on dirty soiled trays!
I hope this email is taken by you as it's intended - a helpful bit of feedback rather than a 'nitpicking for-the-sake-of-it' tome. We were just a bit frustrated that we could see the potential for it to be five star with just a little bit more care and attention.......
Sent from my iPad