A city centre hotel and restaurant has apologised to a customer who branded the establishment a ‘fiasco’ and claimed they had ‘lost the will’.
After a stay at The Angels Share, the customer was quick to head online and bash their visit. They said the service was ‘inefficient’, and claimed the experience ‘spoiled’ their stay. The hotel soon responded, explaining the situation while delivering an apology.
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The customer’s review reads: “Breakfast was a fiasco, long waits. We always waited for a table to be set up and when shown to our table the set up was salt and pepper, nothing else.
“We had to ask for everything - side plates, cutlery, sauces. Lovely staff but not managed or trained - except in how to apologise which they were very skilled at.
“Small menu - no cereals, fruits, ran out of lorne sausage. Needless to say we weren’t told until it came, they just tried to make up for it with extra black pudding.
“On one occasion we were told that the chef had been given a break and sorry for the wait. Staff forgot things, said they would check something out and never came back and seemed to be in a muddle throughout. Overwhelmed I would say.
“There were only a few people in at the times we attended. It was the most inefficient breakfast experience I’ve ever encountered and spoiled our stay.
“On our third day, one of our group didn’t order anything - he’d lost the will. If breakfast wasn’t bad enough, one evening the night bar was closed even to residents at 11pm. Next evening it was open, overall it just lacked consistency and organisation.”
A manager at Angels Share was quick to respond, writing: “We’re sorry to hear that you did not enjoy your breakfast experience. Our tables are always set up for service therefore if your table was not set up on the time of your arrival, this would have been because a table would have just departed and we do always mention that you are welcome to sit wherever you are comfortable.
“We are also sorry to hear that you did not enjoy our breakfast selection, the menu is stated online however we are more than happy to tailor the menu if there is something you would particularly fancy.
“We do apologise however that we had run out of lorne sausage due to an extremely busy service prior to your arrival. With regards to your comments on the chef taking a break, this is extremely bizarre and I can personally assure you this would never happen during service.
“With regards to your comments on the closing times, our bar area is closed at 11pm Sunday - Wednesday however if busy then we can remain open, however our hotel residents are able to have 24 hour service so we do apologise if there was an issue with this during your stay.”
Angels Share has a four star rating on TripAdvisor, averaging out of 844 reviews. Almost half of those, 390, have branded the hotel ‘excellent’.
Only 35 have said that the establishment is ‘terrible’.
A review from earlier this year gave the hotel four stars, claiming the breakfast offerings were ‘huge’. They continued: “A great start to the day. Kind, helpful and friendly staff.”
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