A dinner was booked to say farewell to work colleagues. There were 9 vegetarians, including us and the hotel had been told beforehand that this was the case. However, we were kept waiting in a queue while everybody else was served. When I complained, the manager, instead of apologising for the wait, became very agressive and abusive, telling me that it was our fault, not theirs, and that they had done everything right. When I suggested that arguing with customers was not the right approach, she became even angrier and said that I was in the wrong for complaining. I then suggested that she needed to go on a course to brush up her management (or lack of) skills, and she told me that I was a very rude person, amongst other things.
When I was telling my friends in the restaurant what had happened, she stormed up to me and tried to snatch my drink from my hand. I told her that if she touched me again, I would make sure she was prosecuted for assault. We had had enough by this time and left.
It is nice to know that the great British tradition of rude and indifferent service is alive and well in the County Hotel in Carnforth.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 February 2012
Re leaving party 3rd Feb 2012
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In Response to the accusations of Mrs East: The party was booked for a leaving do of a colleague from the RSPB at Leighton Moss. The meal was booked for 7pm for 7.30pm for 40-45 people where they had also pre ordered 7 vegetarian meals of which were homemade cheese & onion pie. The people in the party arrived in stages therefore they were already running behind schedule. We started to serve the carvery at about 7.45pm instead of 7.30pm. The cheese & onion pie was cooked to order, with the party arriving late the cheese & onion pie had dried out so the chefs had decided to cook fresh pie as the original was not up to our best standard. Also nobody from the party had pointed out to us which tables had the vegetarians on, so the chefs again were left having to produce these when they approached the carvery, which meant there was going to be a delay. Can I point out at this stage that the organiser nor had anyone else complained.
With regard to Mrs East, we felt she was extremely rude and completely out of order in the way that she behaved towards our staff in front of the restaurant and the leaving party too. When she approached the manageress in the restaurant she did not give the manageress time to explain the situation and was very rude, even customers in the restaurant at the time whom are regular customers commented on “how rude that lady was”. She even accused the manageress of being prejudice just because they were vegetarians.
When Mrs East went back into the function room she started telling her friends/colleagues about the situation. The manageress was actually going to the bar for a drink order from a table in the restaurant when she could not help but hear Mrs East pointing her out in front of everyone saying “This is her, this is the manger that needs to go on a customer service course” Obviously the manageress was embarrassed at this outburst as she hadn’t been given a chance to explain the situation. So the manageress walked over to her and asked Mrs East to come over to one side where they could talk. Mrs East refused and would not let the manageress get a word in. As for manhandling Mrs East, that is total fabrication, all the manageress asked Mrs East to do was to leave the hotel and asked for her glass of wine, and rather than have any other trouble took the glass from Mrs East at which point she pulled her arm away where I can only presume this is when she spilt her wine.
Her manner towards the manageress was appalling and she was to be honest making a show of herself. The manageress was well within her rights to ask Mrs East to leave.
I might add that no one else made a complaint, her husband never said anything and in fact a lady from that evening actually brought a friend into the restaurant on Saturday night and never mentioned it either. Also Mrs East Was NOT even the organiser of this function.
I would have thought that Mrs East being a teacher of music therefore a very thorough person would have gone out of her way to find the name of the manageress and whom to address her letter of complaint, not just make one up.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC