I am writing this review 3 months after visiting here as a friend asked me the other day if the cafe was worth going to. I wish now I had returned a 'feedback' leaflet I picked up at the time and sent it back to Rothiemurchus as the staff would definately have remembered this incident.
I have been holidaying in Boat of Garten, Nethybridge and Aviemore area for the past 40 years so know everywhere pretty well and have visited the shop and cafe many many times before. The past few years however though I haven't particularly enjoyed visiting the cafe but have always put it down to it being busy and there hasn't been anywhere else to go to.
I had had a long tiring drive from Inverness heading down to Dundee and had with me my elderly parents so we felt a good place to stop and have lunch would be at Aviemore and I suggested this cafe. We walked in and stood at the door then noticed a table was free so sat down as the male waiter didn't seem interested in acknowledging our presence. We sat and waited to be served and waited....and waited....and waited until I finally had to go over to the counter after about ten, fifteen minutes and interrupt the male waiter and the female waitress (who spoke with an English accent) who had been standing laughing, joking and chatting away to themselves very loudly and the cafe wasn't empty, it was busy!!! I got a snippy reply that it was table service and that someone would be over. The two of them knew fine well we had been sitting waiting for ages and the male had walked past our table countless times ignoring us. Also a lady who had chosen to sit outside came in to order a coffee and we heard her say to the male waiter 'Oh I think they are before me' pointing over to us sitting waiting and he said ' No no you are first' !!! Lucky for him just a few seconds later a waitress came over to us. On my previous visits to this cafe he has come across as being quite aloof but with some customers he is very friendly and helpful. Not very fair is it?!! A tall young waitress who came over to serve us was so polite, friendly and apologetic. It was obvious that she saw how agitated I had become because of her rude colleagues and she saw my parents were in desperate need of something to eat end drink and were upset too.
The two more senior members of staff need to pay more attention to WHOEVER walks through the cafe door AS SOON AS they see someone. It doesn't cost anything to look up, smile, say 'Welcome' and 'someone will be with you in a minute'. The female behind the counter knew fine well what had happened as she called my dad back as he was walking out the door and asked if everything had been ok but as my dad told me when he came outside, he didn't know what to say, was put on the spot and didn't want to make a scene.
So to conclude - rude unfriendly staff who ignore their customers bar one lovely young waitress and the food wasn't that great either. After all these years I will never EVER go back there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 20, 2013
What you describe is appalling and completely acceptable bad manners. The team at the Druie are very sorry you and your parents had such an unhappy experience and most sincerely apologise for their behaviour as do I and does their manager. Please can you pass on our apologies to your parents
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As I am sure you are aware the Druie in in its third year. Although it is busier and busier we have put alot into making sure our hot drinks, baking and meals are always excellent so are very disappointed by your comments.
Thank you for being so honest about your experience, it takes a big team to run Rothiemurchus and they all really care and work extremely hard to make sure every visitor always has a wonderful time here. We are committed to continually learning and training to make sure that happens. If you could let me have your address we will send you a voucher for the Druie which will give you the opportunity to try it again and let us know whether there is a very significant improvement. .
Although it is difficult to address specific issue three months after an event we will take your comments very seriously. Our Freepost comments forms in the Druie and in the entrance hall give customers opportunities to tell us about their experiences immediately so can we can address issues quickly if something does go wrong. They are read every morning and forms with negative or helpful feedback are scanned and sent to myself as well as the staff teams . There is also always a senior manager on duty in the Centre.
Thank you and we hope you be able to try the Druie again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.