We stayed at the hotel for two nights. I have to say that the manager was a charming and very helpful chap. The rooms were nice and he made every effort to accomodate every request. The pub was friendly and lively the night we arrived, and he was cheerful and hospitable behind the bar. He also served at breakfast on our first morning, which was very good.
Unfortunately...Sunday was his day off. The duty manager, in his absence, was a young man who appeared to be cooking and waiting on at the same time. When we arrived there were four tables occupied in the dining room all of whom were kept waiting up to half an hour to place their order. In the meantime,we all weakest tea I have ever experienced and coffee which resembled hot water with the very slightest coffee coloured hue to keep them refreshed. There was no milk, no orange juice, and no cereal bowls. The crockery and cutlery were unclean, and my cereal spoon was a large serving spoon.
Our duty manager was joined at around 9.30 by a young chap wearing a track suit top who took over the serving duties.
He informed us that there was no bacon, and gave us an extra sausage to compensate. My breakfast also contained a single fragment of mushroom.
Some sympathy may have been extended had the whole dish not been stone cold and the sausages almost raw and completely inedible. They looked as if they had been taken out of the fridge and placed straight onto the plate. When informed, and asked to cook our breakfast, our tracksuited friend informed us that the duty manager would be out in a moment to solve the problem. He never appreared, instead dismissing the situation and retiring to the office behind reception to commence other duties. Track suit meanwhile was left to deal with a barrage of 'I haven't got this...', and 'there is no...' and 'my---- is not clean...' enquiries.
I approached our duty manager at reception to ask if he could heat my breakfast up for me, and he responded by informing me in an extremely rude and dismissive manner that he had 'loads of other things to do'. When I pointed out that taking care of his guests should be a little higher on his priorities, he gruffly informed me that I could have a refund of £5 for the breakfast. He handed me a form to sign off and presented me with £5. This was supposed to be an adequate refund for not one, but two breakfasts! I told him I did not consider it to be an adequate refund and asked him what the complaints procedure was, he asked me to write my name and telephone number down and told me that I would receive a call from 'head office' later in the week. He made no attempt to resolve the situation by cooking our food properly.
We also did not receive any clean towels for our second morning at the hotel.
I feel sorry for the manager, who, I reiterate, gave us oustanding service. I feel sorry for him because it is clearly not possible for him to take a day off without his establishment degenerating into a chaos which would have been comic had it not been for the quite disgraceful rudeness of his stand in duty manager.
- Official Description (provided by the hotel):
- The Hotel Wing provides 14 beautifully appointed en-suite bedrooms. Color television, Free wifi, Direct dial telephone Tea and coffee making facilities Hairdryer iron and ironing board available on request. ... more less
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- Also Known As:
- The Grant Arms Hotel Ramsbottom, Bury