I booked afternoon tea for myself and my mum for her Mother’s day. On arrival I was asked for my voucher, handed over my email from 5pm, the manager then asked for a code from 5pm, explained I didn’t have a code and I still needed to pay.
Explained menu and free refills of hot drinks fine and took our drink order, coffee came quickly followed by food. We had to ask two different people to bring us milk for our coffee and by the time it was brought to us we had both finished our first coffee. At this point we were not asked if we wanted refills we then had ask the next waiter who passed us for more drinks.
We had water glasses on our table which were never filled and we were never asked if we wanted water. We had to ask for our second coffees and when they finally brought the coffee they only brought one cup so we then had to ask for another. At this point I asked if we could get the glass of fizz which was included in the deal I got from 5pm and clearly stated on the email I handed in. It took a while to receive the fizz also.
The sandwiches and cakes were great I have absolutely no complaints about these. We were in the Salon for two hours 5 minutes and were not once asked if everything was okay, did we need any more drinks or if the waiters could get us anything else. The staff were slow at clearing the tables around us and so the overall ambience/atmosphere was messy and unpleasant. Yet again we had to ask for another coffee and by the time it came we had had enough so we asked for our cakes to be boxed and for the bill.
When the bill came of course the two glasses of Moët were added onto the bill. When I questioned this the manager came over and told us there has been an issue with 5pm deals and that Moët was not part of the deal. At no stage did we ask for glasses of Moët we asked for the two glasses of fizz that was on the email, part of the deal. The manager again said I’m really sorry there has been issues with 5pm.
I then told him that our experience had been terrible the service very poor to which he replied we have been short staffed today. The Salon was by no means busy there were plenty of empty tables and there were 4 people serving. He came back with the bill and had taken money off the bill which infuriated me even more. I did not want money taken off the bill I simply wanted to pay the price of the two afternoon teas and leave. I feel now the money money taken off my bill the staff can justify the poor service and that makes it ok? This was a Mother’s day gift and I wanted a nice experience with my mum. I expected much better service considering it is a 5 star hotel in the heart of Glasgow. I had hoped to book a spa day and afternoon tea for a friends upcoming birthday but I will be very reluctant to ever book anything within the hotel again. Do not recommend!!
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Lucy Haviland - 15/03/2018