For many years when on our annual trip to the Highlands, we have made a point of patronising the Landmark for a meal en route from Pitlochry to Loch an Eilean. It had a nice restaurant, the coffee was good, and the reception friendly.
Well, something has gone seriously wrong in 2013. We were greeted by a grim-faced female receptionist seated in an otherwise deserted foyer. "We'd just like to have something to eat please."
Madam's engaging countenance did not alter. "There's a cafe in the village."
"Huh? But we've always stopped here for lunch."
The illogical response, not quite with a snarl, but almost, went, "It's for customers only." . The expression clearly said 'Go away'. We did, permanently. Therein lies a good example of how one mindless 'jobsworth' employee can demolish a good reputation at a stroke. As we glanced at the restaurant on the way out it was almost, but not quite, empty. Says it all really.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 23, 2013
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address visitor needs and provide the best solution available to resolve the issues that you raised as soon as possible.
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In the first instance may we apologise for any disappointment that you experienced on arrival. We regret that you felt that a member of staff was rude or off-hand. We always try to ensure that communication and information is clear and understood between ourselves and visitors. We have had a steady trickle of complaints from people who are justifiably annoyed that their stop off venue is no longer available. This we sincerely regret and wish there was some other way of progressing our Park that did not cause any upset to any person. By stark contrast – our customer comments from paying guests have never been better – our core market is very happy with what we are doing. Take a look at the TripAdvisor reviews for the park. We are not complacent and we take every comment as a learning opportunity – Yours is no exception and we have already re-visited how we communicate our Admissions Policy with visitors. We will always take it as a failure on our part when we get this wrong - we will learn from your comments.
I can only hope that at some point you and your guests might visit at some point in the future and see the whole place and all it can offer. We get all ages from babes in arms to the other end of the scale. We get adult couples, one parent families and extended families. We get groups of friends and organised groups. The key fact from our guest feed back is that they all really enjoy the place in its diversity of facilities.
We are sorry that we cannot welcome you back as a free entry customer and can only hope that you will understand our reasoning and that you may be able to return and enjoy the whole park someday.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.