Appalling customer service by the Co-owners, one of them shouted at the top of her voice at me in the middle of the restaurant when I complained. I have had an apology but have been told that as far as they are concerned they are not taking matters further and for their part the matter is now closed. Clearly both owners were stressed and couldn't cope with the situation. The booking was made in September and I had mentioned that my elderly parents of 93 and 85 years respectively would be coming, both of who find it difficult to walk so easy access would be necessary. I was told we would have a long table at the front of the restaurant in front of the windows. I had no idea that there was an upstairs at this stage. On arrival we were told we would be upstairs. This is when I complained and the owner shouted at me. Having finally agreed to go upstairs, as I felt I had no other choice with a party of 12 of us, we then had to wait over one hour for our starters to arrive even though we had pre ordered our meals in advance. As my elderly parents can't sit in upright chairs for too long at a table, we asked for some comfortable chairs to be available. A male member of staff brought a chair upstairs and slammed it down looking very annoyed. When I got upstairs, the waitress was still laying the table. The service was extremely slow due to lack of staff and the whole meal took 4 hours. Never have I received such dreadful customer service, especially by a Co-owner of an establishment. The food we had was ok although with the roast dinner on offer, there was only one type of vegetable, surely with a roast dinner there should have at least been two different vegetables. I would just like to say that the waitress we had worked really hard and looked after us. The Saracens Head, I'm sure will be delighted to hear that we will never go there again and I would urge others to try a different restaurant when visiting Great Dunmow.
- Official Description (provided by the hotel):
- This grade II listed building once a traditional coaching inn, set in the historical market town of Great Dunmow, has been fully restored and re-furbished back to a beautiful bar, restaurant and hotel. Find us just off the A120 – we’re about 6 miles from both and only 12 minutes from Stansted Airport. Our menus are thoughtfully created and changed with each season.Free WIFI to all guests and visitors. Enjoy superb food prepared using the freshest local ingredients, with timeless classics and innovative specials. Everything is cooked to order using as much local produce as our head chef can buy, and served in stylish, relaxed and modern surroundings. Our Sunday roast is fast becoming legendary and is served all day. Join us any time for great food and drink and warm, friendly service.We have 31 en-suite rooms each with room service, free wifi and a delicious breakfast served in the morning. ... more less
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- Also Known As:
- The Saracens Head Hotel Great Dunmow, Essex