I booked the '2 Treats in One Day' spa day for my birthday in January - We had a really nice day, and I had lovely treatments with Francesca who was delightful.
However there was an incident which did slightly dampen our experience with
and could have had extremely serious consequences
Whilst making the booking with the reservations team over email I mentioned my
partner had a nut allergy and requested that the restaurant be informed. I
followed this up with a call to the reservations team on the 13th January
to confirm they had a note of his nut allergy in the booking. I asked if we could have sandwiches and scones instead of cakes and pastries to
minimise the risk of anything containing nuts. The lady I spoke to on reservations (I think her name was Charlie) reassured me that all details of his allergy were in the booking and that the relevant people would be informed. I felt confident that we would be in safe hands,
especially because on the website they state 'We are proud to be able to cater for all dietary requirements for afternoon tea, please discuss any you may have upon booking'.
When we arrived for our Afternoon Tea I mentioned it to our waitress who
confirmed they knew about his allergy and bought out our sandwiches and
scones confirming they were nut free. I tried one of the cucumber
sandwiches with green bread and thought it tasted like pesto bread (Pesto contains pine nuts). I asked the waitress to confirm what the bread contained, she spoke to your
Patisserie who confirmed he couldn't have the bread as it did contain nuts
and so she brought us over some other sandwiches.
As I had mentioned this to Pennyhill staff on three separate occasions and
whilst it may have been acknowledged in both writing and verbally, a clear
lack of understanding and care of what their products contain could have
meant my partner entered into a serious state of Anaphylactic shock. This
has left us feeling really disappointed with the establishment, despite having a lovely time throughout the rest of the day.
I wrote and email a couple of days after our visit explaining what happened however I didnt hear anything back so I followed it up a week or so later with a call where I was told the spa manager would call me back ..... Im still waiting for that call....
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