My husband and I have been to many hotels in Exeter as our we have family based here so decided to try a different hotel for a change. Exeter Court had some good reviews and at first glance seemed reasonably priced.
We were greeted by a friendly staff member and given direction to our room which we were told was one of the best they had. Overall we were very happy with the quality of the room and in fact booked two extra nights.
On our first evening in the hotel my husband didn't fancy anything on the restaurant menu so decided to order something from the bar menu.
My husband went for steak and chips and I went for fish and chips. Food appeared to be cooked well until half way through the meal I found what appeared to be a flat piece of plastic in my fish.
I took the plastic up to the bar to alert a member staff who just said 'oh dear' removing the plate and disappeared to the kitchen.
About 5 minutes had passed and the same staff member returned stating that the chef had tried to burn the misc item which didn't melt so it 'must' be a bone. She explained the chef had offered some chips or salad or a complimentary desert. However I was not offered my fish back, nor did they offer to replace the fish. The reason given for this was that I had apparently eaten too much of my meal!
I was unsure of what to do as all I had wanted to do was finish my meal, I clearly explained this saying "all I want to do is finish my meal", however I was still not given this option. I felt as though my meal had been confiscated, which left me feeling particularly child-like.
Trying to make the best out of an uncomfortable situation, I decided to move on from the fish! I opted for some trifle (an old favourite) but asked if it was possible to have a scoop of ice cream on the side, as this is how I like it! She said she would go and check. A different member of staff came back with the trifle after a wait. I noticed there was no ice-cream so explained that this was complimentary and had ordered the scoop. He said he would go and find out and returned stating that the chef said that the ice-cream would be 50 pence charge!!
I couldn't believe that after having my meal confiscated for eating too much, I was then not allowed to have a scoop of ice-cream with my complimentary desert unless I paid for it. However, this is not my understanding of complimentary. To be honest at this point, I felt upset and the waiter blunt said he "couldn't see the problem". This spoilt the whole night. When I initially ordered my £8-£9 fish meal at no point did I consider that I would be denied the opportunity to finish it.
Eventually I asked to speak to the manager, who after the whole fiasco then offered me a fish!!! I had just had pudding!!!! She agreed that she could not understand why I had not been offered a replacement fish (or even my fish back) after finding the misc item.
I feel that in my whole experience of going to restaurants/ bars/ hotels I have never received such poor customer service.
Anyway to conclude a long story, my husband and I cancelled two extra nights we initially booked. We did get the money back for the meal, however it was never about the money, we were away on holiday in the mind set that we were very happy to spend money. There was no attempt to make amends regarding this cancellation, instead we were told to 'move forward'. I would not recommend this hotel to anyone due to inadequate staffing and management.
- Official Description (provided by the hotel):
- Conveniently located just off the A38 in the heart of Devon, this Exeter hotel is packed with charm, warmth and genuine smiles from people ready to make you feel at home. Unrivaled conference facilities, comfortable contemporary bedrooms and friendly service make the Exeter Court Hotel in Devon the perfect place to relax and unwind. Whether you are looking for a long leisurely stay, a place to escape after an intense business meeting or a room to unwind in after being on the road all day, this stylish Exeter hotel has a range of accommodation to suit all. Situated adjacent to the main reception area, the hotel’s 62 bedrooms are appointed with tea and coffee making facilities, luxury toiletries, LCD televisions and Wi-Fi access. Contemporary and comfortable, the hotel’s bedrooms offer the perfect combination for making your stay a truly relaxing one. ... more less
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- Also Known As:
- Exeter Court Hotel Kennford