Towards the end of a long hot day climbing Schiehallion, the prospect of a chilled Pimm's on the verandah overlooking the river seemed very appealing.
If only things were that simple!
The helpful foreign waiter had never heard of Pimm's and assured me the hotel did not stock it. After several attempts to make him understand how the word was spelled, I asked him to ask at the bar if they had it. He returned to say they did indeed have it and it would be on its way.
40 minutes passed and our thirst was past the stage where our patience was greater than our disappointment - but just as we were about to leave, a waitress appeared with 3 short sherry glasses filled with a very dark liqueur. Our curiosity as to what this might be met with an assertion in very broken English that this was Pimm's.
My suggestion that Pimm's was normally served slightly differently met with the curt retort that this was how they always served Pimm's here. I informed the waitress that I would pay at the bar but did not wish to have the drinks.
On paying the Scottish woman who took my payment in the restaurant, I explained that there had been a very long wait and that when the drinks did arrive they were not in a drinkable form.
She responded that she had seen the drinks being taken to us and knew that they were Pimm's served as never before - but that this was a matter for the Bar manager and his staff training, not for her.
In summary, no drinks on the verandah after a thirsty hour admiring the view, a glimpse into the pros and cons of foreign serving staff, a clear lack of training and an obvious dearth of team spirit between departments.
I note the quantity of very poor reviews this hotel in a stunning location receives on Trip Advisor. You really would think Aurora would try to sort things out.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
As you can imagine I was very disappointed to read the review of your experience at the Kenmore Hotel & Luxury Lodges. At the Aurora Hotel Collection, we pride ourselves on our high standards of customer service, therefore I am extremely concerned that we did not meet your expectations on this occasion.
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I would appreciate the opportunity to discuss your concerns further, so that we can avoid any repetition of your experiences in the future. If this would be of interest, I can be reached on firstname.lastname@example.org or 01324 831411. Kind Regards Laura Barry PA to the CEO Aurora Hotel Collection.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.