A group of 5 stayed for one night and while we all looked forward to our night overall we were disappointed. The rooms were comfortable and clean.
We were all looking forward to a beautiful dinner that evening but that was not to be . The starters were between poor and average so we all had ordered steak as our main course and really looked forward to them. The chef on the night obviously got confused in the way three of the party had requested their steaks to be cooked. The so called 'chips' were cremated. We did tell the waitress about our main course and she spoke with chef. She apologised but did say chef likes his chips cooked that way. !!!!
Breakfast - what can I say . Not even an average standard. I overheard one lady ask a waitress where the yogurt was sourced. The answer Lidl. !!!!! And this from an establishment that has won 'best breakfast' awards! Will not be back
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 18, 2013
It is hard sometimes to remain impartial when responding to some customer complaints. First and foremost, my family and I, and that extends to many of those who have worked with us at Rathsallagh for a great many years, are passionate about what we do and work exceedingly hard to ensure we get everything just right for our guests. Most of the time, I'm pleased to say, we succeed; but sometimes we do slip. When that happens it effects us greatly, even more so than our guest’s . When critiqued we look to gauge the comments honestly, fairly, look to make amends and take action where appropriate.
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The second thing that makes impartiality difficult is the age old hospitality oxymoron "the customer is always right". By the simple law of averages this is impossible, so sometimes, just sometimes the customer may be just wrong. In reviewing this instance while maintaining impartiality, we have concluded this is one of those times when a customer is simply... well out of order.
All five of your party ordered stake and chips, foiling our Chef's cunning plan to deliver a beautifully balanced menu constitute of the best Irish food producers have to offer (more on this later). Thankfully the steaks were cooked to perfection, (as they didn't incur your wrath), but alas the waitress erred and presented the steaks incorrectly to the table. This was rectified immediately with and apology and herewith again we apologise. That said, while an amateurish error, not unforgivable by any stretch of the imagination or something that would ruin an evening. But by your account the horror didn't end there. We then had the audacity to serve, thick cut, par boiled, twice cooked hand made chips. Was it the quality of the product that was lacking? No! We have ascertained they were not to your satisfaction, due to the fact that your preference is for thin more processed style french fries. While we would not question your preference , our establishment's preference, and most of our clientele, is for the homemade thicker hand cuts. On reviewing the evenings service (which we always do when we receive complaints such as yours) we were relieved to find not a single other complaint.
Next came your description of the fresh prawns and Duncannon mussels being poor to average. This did not equate with your empty plates nor indeed your comment during service to Mary, that everything was satisfactory. When at the end of the meal you did make your complaints, we apologised instantly (remembering the oxymoron) and presented your table with a complementary bottle of wine which you accepted as recompense. When I came looking for you again, I was informed that you had taken the bottle of wine to your room to drink with your friends and we considered that the end of the matter. It would appear that it was not, and that drunken wine is soon forgotten. Breakfast approaches... You raised the matter of us serving "Lidl" yogurt and we thank you for that, as we now realise that nothing we might present to someone with such a predisposition as yours will ever stack up. At breakfast you overheard a woman complementing the yogurt. Had you listened a little more carefully to the conversation you would have also heard the waitress advise our guest that we get yogurt from our wholesale supplier but that it can also be found in Lidl. Indeed we found out that 40% of Lidl's product is produced in Ireland indeed they also sell Irish beef, pork, free range chicken, fish and vegetables. Do you suggest we remove all Irish produce from our menu? It was disappointing, after taking our complementary bottle of wine, giving us the impression that you were happy how we resolved your issues, that you then go and diminish not just us to a global tourist audience, but also Irish producers and business alike. We are working every hour that god gave to deliver to an international clientele and Irish alike, the very best food and hospitality Ireland has to offer. If the oat flakes in our muesli happen to appear in Lidl and Marks and Spencer also, we believe that this says more about their aspiration to give Irish customers the very very best, rather that your pessimistic and negative view to the contrary. Thank you for taking the time to write your review in the first instance.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.