Guest User
February 27, 2024
Checking in... nicely greeted,asked for dinner reservation time as they are 'busy'. Fine I've done this loads with premier inn. Room card would not open door to hallway. Quickly resolved by another lady on reception. Room.... OK,clean and comfortable. Desk chair heavily stained, deep clean or replace. Bathroom.... cleaning, 3 different hairs on the floor none of are mine. Mould behind sink taps Ceiling panel not sealed, will cause problems soon enough for timber or floor above soon enough. Down for dinner reserved table by the way..... this means they new I was there. On a business rate Room we use this chain week in week out, we reccomend this chain week in week out for our contractors. On arrival few minute wait no problem. Seated nicely, then it all stopped from here. Waitress seated two further guests after myself over two different tables, proceeded to take drinks and food orders from both. So far still waiting for even a drink order to happen. 1st customer asked for a drink, a starter and main. His starter came before his drink. He was still waiting for his drink when I asked for a refund. (30mins had passed,no joke) 2nd customer received their mains order(+20min after I seated) I'm still waiting for a drinks order to be taken here. I give up, I'm tired it's been a long day at which point the waitress that seated me tried to engage. I politely walked past and said I'll gain a refund from reception. 30 minutes from the time I was seated to being stood at reception I was IGNORED. Asking for a refund the Chap at reception proceeded to try and get me to eat in the restaurant or have food delivered to my room. What would you have done?........... I politely refused and asked the company to be refunded while I wait. The guy was apologetic, but a little too late for myself at this point. I'm tired and hungry at this point. I retreat to my room and order a takeaway. Service restaurant 0 Service check in 5(same people from reception in restaurant weirdly so different service) Service correcting complaint 5 Compared to other thyme restaurants this is at the bottom for overall customer care. The service given around me seemed to be good to other customers, however for myself as an onlooker waiting you need to up your game to every customer is cared for. In a sequence of arrival manner. It can't be that difficult, you even ask for guests to book in so you know we are there. Which is even more disappointing, meaning you ate deliberately keeping.us waiting knowing we are here.