We went to this hotel for a family meal and up to the point of dessert, everything was really good.
My wife ordered an unusual sweet of ice cream with chillies and banana. We politely waited, on a hot day in the conservatory for approximately 20-25 minutes after order and I then spoke to the young waitress who could not have been more apologetic. Our sweet arrived and it was clear that it had been plated very quickly but forgotten in the kitchen. Saggy cheesecake and melted ice cream all round.
The ice cream chilli dish was simply awful. Melted ice cream and warm bananas, not sliced but cut in half with the hard stalk ends still on. My wife informed the same waitress who again apologised and said she'd speak to management. A short time later, a female, not in uniform and wearing no name badge stood at the end of our table in silence. We all just looked at each other wondering who she was until she broke the silence with "I hear there's a problem with the food." We were stunned at her absolute rudeness. She all but dismissed my wife's complaint saying that the dish had been a good seller historically. After a few minutes of ignorance, despite being told the rest of the meal was great, her final words were "what do you expect, it's bananas and ice cream."
We were left mildly embarrassed and angry with the response we had to what was clearly a genuine complaint.
I subsequently e-mailed the owner Julie Lyon and outlined my complaint. The response was quick and promised an investigation of the matter. I received no such explanation and a few weeks later I again e-mailed Julie Lyon. I have heard nothing further on a matter which could be easily put to bed.
I am unimpressed with the customer service and follow up by the owner in this case. I have tried to be fair by giving a reasonable time for resolution of the matter but that time has come and gone.
- Official Description (provided by the hotel):
- Welcome to The Ferryhill House Hotel...your family friendly hotel, bar & restaurant in the heart of the city centre! Set in our private gardens, The Ferryhill House Hotel has a large restaurant with conservatory serving an extensive menu of home cooked food, a traditional bar area with a wide selection of drinks, nine en-suite bedrooms and an outdoor sun terrace with playpark. Located only a short distance from the main city centre, The Ferryhill House Hotel is the perfect setting to enjoy relaxing drink, fine food and a comfortable place to rest your head. ... more less
- Also Known As:
- Ferryhill House Hotel Aberdeen, Scotland