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“The Most unfriendly and rude bar staff in a customer service environment”
Review of The Thatch

The Thatch
Ranked #2 of 3 Restaurants in Killenard
Cuisines: Italian
Restaurant details
Reviewed 28 December 2013

Family and friends met in The Thatch in November and again over the Christmas holidays. The bar staff on duty on St.Stephen's night were the same two guys on duty in November. The two guys were so rude, inhospitable and seriously lacked customer service skills. Their use of foul language behind the bar, which could be heard by customers was disgraceful. The bar wasn't busy yet they kept our party and many other customers waiting to be served. There was no greeting, acknowledgement or thank you on the two occasions we were there.

It was very disappointing to see how this pub has gone so downhill. In previous years this pub used to be packed with locals and visitors over the holiday period. On St. Stephen's night, the lounge emptied out once a soccer game finished. It's no longer a destination to catch up with family and friends largely because the rudeness of the two bar staff would put you off coming to the pub for a night out. When I got talking to some locals they explained that people are boycotting The Thatch because of the rudeness of some of the staff. People prefer to get a taxi into Portarlington (3 miles away) to go out for an enjoyable evening or to go The Heritage hotel for a more pleasant evening with friends.

The two guys are in serious need of retraining in customer service or should move out of the hospitality sector because they are the the least hospitable staff I have come across. They are not creating the atmosphere that you would expect from a local pub. While this seems to be common knowledge amongst the locals, the owners need to take immediate and decisive action if the business is to be a going concern.

Thank PhilipTipp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviews (37)
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33 - 37 of 37 reviews

Reviewed 20 September 2013

stayed at the nearby Hertiage and Spa, but for the alternative tried the Thatch, staff were very friendly always happy to help, free Wifi and Sky tv for the sports fans. pizza's were great and not to expensive.. with special deals on wednesdays and thursdays.

Thank Geoff C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 June 2013

this pub is a easy walk from staying at the Heritage golf & spa Resort, lots of neat wooded tables inside. good pizza and boyfriend liked the beer

Thank stephanie p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 June 2013

The food was exactly what it said on the menu,regular food for the regular person,the place was full at lunch time and I had a great feed...nearly couldn't finish it......nearly lol

Thank Sheffshane
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 June 2013

Not quite a poor, but not really good either. Now, did you come all the way to Ireland to have pizza, and not so good pizza, at that? The trouble is, The Thatch is the most affordable place to eat, and is an easy walk from the hotel. I ordered the "special," pizza and a beer for €10. I found compared to the other restaurants nearby (all owned by the Heritage resort), I could not afford to turn it down.

The Thatch is described as an original pub with a thatched roof, only it burned down. From the description, one expects something like a real pub, instead, with its pseudo-Druid decor, it is dark and gloomy. There were only two groups present: about nine Spanish au pair girls, having a great time, only in Spanish; plus, there was a group of four local people huddled at one end of the bar. I had a nice conversation with the woman bar tender/ server, who was very friendly and helpful, especially once she figured out that I wasn't a rich American, and really could not afford the adjoining Italian restaurant, also owned by the Heritage.

The Thatch is outside the gates of the resort, and therefore appears to be a stand alone pub. It is probably fair to say that the Heritage does not want any competition, nor do they wish to offer a true alternative to their guests. One wishes it were otherwise.

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    • Food
Thank beasdaughter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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