Updated 4/7/12:
I have had a response, and have responded…read more See next.
First, thank you for contacting
me and clarifying a few things. I need you to be informed of some of the
things that you may not be fully aware. There's not a lot one can do if
the technology fails. Nevertheless, I had explained I had had difficulty
in getting through, and if I had been told the situation I would have
understood. As to the situation with regards
to being busy. When my family and I entered there were full tables, but
these people had finished their refreshments, and were only moments away from
leaving. The birthday party had almost completed apart from the final act
of the birthday cake. When three people sat in the window seats, there
were the only three groups in the restaurant. No one came and
acknowledged these people for quite some time, and they even asked me if I had
placed my order. I know I'm teaching my grandmother to suck eggs here,
but if there are staffing problems, and there's likely to be extra delays, then
staff must set the expectation. I've visited other restaurants, where
they say, sorry but due to 'whatever' there's 45 minutes delay on serving the
food. You are then are left with a choice. Fortunately, we weren't
in a rush, but it hadn't been explained. As regards to the 'cookie'
incident. It was the response to my querying its location that flummoxed
me. The conversation went something like this: Sorry, we appear to be missing
the cookie. Yes, that's because you didn't
say on your order which cookie you wanted. The menu doesn't specify, and I
was not told, when placing the order, that there was a choice. Does this
mean that the cookie would have remained in abeyance until some 'road to
Damascus' experience had occurred? J It is a catalogue of
circumstances that has blown an ill-wind. My wife's' response is twofold:
It is a very good
reply, and very good of you to take the trouble.
Unfortunately, there
is stiff competition for tearooms and restaurants in Bourton-on-the-Water, and
staff and owners should plan and take action when the worst occurs. How
many people left that day that won't return, but they won't let you know.
They will let their friends and family know. Again, thank you for replying to
me. I hope sucking the above eggs is not too painful. I don't want
to be treated to something because my experience wasn't good. I would
want the standard to be the same whatever the circumstances. I don't
write reviews to become a 'freeloader'. I wish you well. Their e-mail:
My most sincere
apologies for not replying to you sooner. We have been experiencing problems
with our broadband connection of late, we had decided to upgrade our system to
offer wi-fi to our customers and it has caused a great deal of problems with
both our broadband and telephone signal. British Telecom has visited us on
several occasions and offer many reasons such as this being a Grade 2 building
the signal ahs difficulty travelling through the thick walls to the location of
the telephone! Nothing seems to be helping and I am actually answering you from
home as I have given up trying to get through at the tearoom. I understand
xxxxx has also just telephoned you and that you were not happy about the level
of service you received. I am very sorry to hear this. We were extremely busy
on Sunday and also a key member of staff short. Our cook had been taken into
hospital the previous evening after collapsing for no apparent reason, which of
course left us very short handed. The waitress who served you had been asked to
assist in the kitchen so it was my fault that she did not return to your table
with the cookie. Add to this a late request for a surprise 40th
birthday party celebration and we were somewhat pushed to our limits I am sorry
to say. XXXXX said she
had offered you a return courtesy visit which you have declined. May I leave
this with you to think about further? Now that I have been able to explain the
circumstances a little more clearly, I am hoping you will understand our
situation a little better. I look forward
to hearing from you.
Date of Visit 1/7/12
This place has quite a few reviews on a famous trip site, but very mixed reviews. The ones marking them low seem to have had a similar experience to us.
My wife had been given a gift voucher for £15 to be used against an afternoon tea. She chose this place as we like Bourton-on-the-water, and so do the kids (originally they weren't in the plan).
Anyway, after many telephone calls to get through my wife was advised to book later in the afternoon on a Sunday, as it would be less busy. The plan was for just us two to go, but due to clashing with other things the day before, we needed to extend the number of people by 1 adult and two children. My wife rang several times bu the phone was never answered. She kept getting the answer phone. Eventually, she decided to leave a message, and her contact number. No reply. This was getting a biit desperate, so i sent thhem an
