We last visited Charlton House when it was run by Mulberry. Now under the Bannatyne brand, we were disappointed with the changes.
We had afternoon tea on the terrace before I went to visit the spa. Despite my husband being sat at the table for a further hour, nobody removed the empty cups/offered him another drink/etc.
The restaurant is now a much more casual affair, though not cheap by any means. The food wasn't bad but the service was terrible. No-one seemed to have charge of our table, we saw at least 6 different staff, most of whom lacked direction. We waited over an hour between courses because our mains had been served to the wrong table - we had to point out the delay to the staff who became immediately defensive and offered a series of excuses before the reason was discovered. They made no attempt to right the wrong (another glass of wine for example would have eased the annoyance at waiting).
No-one refilled our water or topped up the wine. Staff avoided eye contact and were mostly absent from the room.
When settling the bill with the maître’d, we mentioned the problems with getting our food. His sarcastic reply was that "those responsible will be hunted down and punished" (verbatim) !! Not what we needed on a much looked forward to anniversary dinner.
Recent reviews had warned us that the service would be lacking, I wish we had read them and eaten elsewhere locally. It is a lovely hotel in nice grounds, but for the money there are better alternatives.
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