Was at Stonehouse court for the New years eve gala dinner what a joke!
this is the letter we sent to the GM
Dear Mr Obray,
I reply in response to your email dated 2nd January 2013. Your intimation that our disappointment was due to the meal not being to our taste is not the issue. For £75 per head I am sure you would agree that you should at least get reasonable food.
I attach photos of two of the main lamb course meals presented to our table. My meal (not in the photo) looked completely different; it had no fat, but did not taste right. I asked my wife who is a chef, to taste, she did not even get it in her mouth as the smell was overpowering she immediately said do not eat any it’s off! She described the meat as “high”.
I went to the duty manager. He in turn went to the kitchen to see the chef. On his return stated chef said meat is good and maybe it was just not to our tastes, in other words our fault. I have been to many fine restaurants worldwide and tasted many varieties of lamb. I know how lamb should taste. These comments enraged me even more as all of the three dishes were still on the table I just wanted to walk out and register a formal complaint at reception, but was reminded by the rest that it is 9.30pm New Year’s Eve we are in an unfamiliar area dressed dinner jackets and evening gowns where are we to go ?
Duty manager Marian shortly came over took the meals away and we agreed to accept a 50% reduction for this “fine dining experience”. I was and still far from happy but at the time felt it was a compromise so we could carry on with the evening.
I talked to diners on adjoin tables all of them agreed the meal was poor I looked around the dining area, most tables had left their meals.
The following morning the service or lack of it was unacceptable. We found a table and asked for it to be cleared, got fed up of waiting so found a tray and cleared ourselves. When breakfast arrived we still had no cutlery, there was obviously a severe staff shortage.
We had previously booked a table at the restaurant for an evening meal, but after the New Year’s Eve and the breakfast experience I told Marian that things were not
Showing any positives and there was no way that we would chance eating in this hotel again.
You said you wanted feedback well here it is consider a more competent chef or caterer, consider red wine drinkers we like to use the correct glasses, employ some more reliable staff who will not let you down. Although I must praise all the staff members that we met were a credit to the company and the hotel and locations is excellent.
I hope my comments will help to improve and help you move forward.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr Brophy,
Report response as inappropriate
Thank you once again but I shall refrain from posting my written response and apology (sent to you on 12th January 2013) on the world wide web as it was addressed to you and to honour that it shall remain private.
I shall also refrain out of respect and courtesy from posting the email I received from the other half of your party stating that though we did make mistakes, how happy they were that the complaints and issues were dealt with swiftly and to their satisfaction. We have already also given you monetary compensation as you were not happy.
So I have now apologised to you in writing both in public and privately and acknowledged your dissatisfaction and even told you that your feedback would assist us in getting it right for next year (which we definitely will do!) Therefore I am not sure what this posting is intended to achieve other than to try to destroy the morale of the hotel staff who have been working extremely hard in improving the service and offering at Stonehouse Court over the past few months.
Mr Brophy, if you are still not satisfied with our apologies and compensation please feel very welcome to call me directly as it may bring a more objective resolution to any further matters you feel may be outstanding. I assure you that as ever that you will receive my full attention.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.