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Rachel W
Lovely room, but disappointing service and poor management.
Pyne Arms的点评
点评：Disliked · This was a late room booking that afternoon. I arrived around 6 pm to find there were no available tables to eat nor anywhere to sit apart from at the bar. I understood that they were fully booked in the restaurant, it happens and it is prime season, so I asked if I could eat at the bar, but this was refused.
They said a seat would become free as it looked like two diners were leaving. I waited for well over an hour and was then told that those seats had been given to other people. After waiting a little longer I suggested I eat in my room, which I did.
There are only three bedrooms at this pub, I was a resident and no effort was made to accommodate me. I work in hospitality and know that things go awry, especially at busy periods. Some guests would have been understandably angry, but I was polite and in the end came up with a solution, albeit not what I wanted to do. (The lead in the restaurant was lovely - shout out to her - she was clearly working very hard.)
To compound things the owner did not raise it despite serving me breakfast that morning where there were no other guests at the time- so I was left to do so as I was leaving.
As a host where standards have fallen short, I would always go towards a problem rather than shirk it, acknowledge that there were issues, genuinely apologise, make it clear that it is my problem and not the guests and in this instance as a gesture of goodwill - waive the £11 charge for the cost of the food in my room. Instead I felt the lady was a little high handed, there was no real apology and no clarity that it was their issue and should not have happened, no attempt at redress. She explained why it had happened ( busy/policy not for guests eating at bar) - but with respect that is their problem, not a guests. I hope they review how they manage it and ensure that residents are able to eat. It is simply not an acceptable situation and was dealt with very poorly by the manager.
They said a seat would become free as it looked like two diners were leaving. I waited for well over an hour and was then told that those seats had been given to other people. After waiting a little longer I suggested I eat in my room, which I did.
There are only three bedrooms at this pub, I was a resident and no effort was made to accommodate me. I work in hospitality and know that things go awry, especially at busy periods. Some guests would have been understandably angry, but I was polite and in the end came up with a solution, albeit not what I wanted to do. (The lead in the restaurant was lovely - shout out to her - she was clearly working very hard.)
To compound things the owner did not raise it despite serving me breakfast that morning where there were no other guests at the time- so I was left to do so as I was leaving.
As a host where standards have fallen short, I would always go towards a problem rather than shirk it, acknowledge that there were issues, genuinely apologise, make it clear that it is my problem and not the guests and in this instance as a gesture of goodwill - waive the £11 charge for the cost of the food in my room. Instead I felt the lady was a little high handed, there was no real apology and no clarity that it was their issue and should not have happened, no attempt at redress. She explained why it had happened ( busy/policy not for guests eating at bar) - but with respect that is their problem, not a guests. I hope they review how they manage it and ensure that residents are able to eat. It is simply not an acceptable situation and was dealt with very poorly by the manager.
翻译：不喜欢 · 那天下午预订房间很晚。我大约下午6点到达，发现除了吧台，没有空桌，也没有其他座位。我了解到餐厅已经订满了，这种情况时有发生，而且现在是旺季，所以我问是否可以在吧台用餐，但被拒绝了。
他们说会有空位，因为看起来有两个客人要离开了。我等了一个多小时，然后被告知那些座位已经给了其他人。又等了一会儿，我建议回房间用餐，我照做了。
这家酒吧只有三间卧室，我是住客，但他们没有安排我去。我从事酒店业，知道事情难免会出错，尤其是在繁忙时段。有些客人可能会生气，这可以理解，但我很有礼貌，最终想出了一个解决方案，尽管这不是我想要的。 （餐厅的那位领班人很好——要特别感谢她——她显然工作非常努力。）
更糟糕的是，尽管那天早上我吃了早餐，当时没有其他客人，但老板却没有提起这件事——所以我只能在离开时才开口。
作为一名服务标准不达标的房东，我总是会主动解决问题而不是推卸责任，承认问题存在，真诚地道歉，明确表示这是我的问题而不是客人的问题，并且在这种情况下，作为一种善意的表示——免除了我11英镑的房费。然而，我觉得那位女士有点专横，没有真正的道歉，也没有明确说明这是他们的问题，不应该发生这样的事情，也没有尝试去解决。她解释了事情发生的原因（因为很忙/规定客人不能在酒吧用餐）——但我尊重地说，这是他们的问题，不是客人的问题。我希望他们重新审视他们的处理方式，确保住客能够用餐。这种情况实在令人无法接受，而且经理的处理方式非常糟糕。
他们说会有空位，因为看起来有两个客人要离开了。我等了一个多小时，然后被告知那些座位已经给了其他人。又等了一会儿，我建议回房间用餐，我照做了。
这家酒吧只有三间卧室，我是住客，但他们没有安排我去。我从事酒店业，知道事情难免会出错，尤其是在繁忙时段。有些客人可能会生气，这可以理解，但我很有礼貌，最终想出了一个解决方案，尽管这不是我想要的。 （餐厅的那位领班人很好——要特别感谢她——她显然工作非常努力。）
更糟糕的是，尽管那天早上我吃了早餐，当时没有其他客人，但老板却没有提起这件事——所以我只能在离开时才开口。
作为一名服务标准不达标的房东，我总是会主动解决问题而不是推卸责任，承认问题存在，真诚地道歉，明确表示这是我的问题而不是客人的问题，并且在这种情况下，作为一种善意的表示——免除了我11英镑的房费。然而，我觉得那位女士有点专横，没有真正的道歉，也没有明确说明这是他们的问题，不应该发生这样的事情，也没有尝试去解决。她解释了事情发生的原因（因为很忙/规定客人不能在酒吧用餐）——但我尊重地说，这是他们的问题，不是客人的问题。我希望他们重新审视他们的处理方式，确保住客能够用餐。这种情况实在令人无法接受，而且经理的处理方式非常糟糕。
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