Had an evening meal with friends. The meat they had was rather fatty, a steak was very minimal though very pricey and with only five chips. The desserts were ok though one person had lemon posset with shortbread but the shortbread didn't arrive. The staff were questioned 3 times about this but it still didn't materialise. Since the desserts were £5.25 each, this was unsatisfactory. We later got £1 refund for that after asking again. The knife i got had food stuck to it so had to be replaces.
We came here last about 5 years ago and at that time it was perfect. We told the friends how wonderful it was, so were disappointed. The prices do not now warrant the meals, unfortunately. The staff were helpful apart from the shortbread and service time was about right. Despite a captive audience in this part of the world more effort is required.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 6, 2013
Thank you for taking the time to write this review for your meal with us, I have messaged you to ask when your visit was to address this issues with our team but unfortunately didn't get a response.
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I am really sorry that you were not happy especially as you had such a good experience with us 5 years ago. It does appear on this occasion we have not got it right either with food standard or customer service, please accept my sincere apologies. We take customer service extremely seriously and always try and deal with any issues as they happen, and this clearly wasn’t the case for you on this occasion.
I have discussed your comments at our weekly meetings but as I don't know when you visited I can not address it to the members of staff involved however we will treat it as a learning experience and include it in our training for all members of staff. I hope you may visit us again to change your opinion of us.
Please do not hesitate to contact me directly if you have any further comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.