Found out a friend had a terrible experience Valentine’s night, waiting over three hours for food in a restaurant. Decided to pose as a rage-customer, in a thinly veiled attempt to get free food. This is ongoing.
I chose to take my long term girlfriend out to your restaurant today, thinking that it would be a wonderful surprise going to a venue that had such a reputation as yours. Unfortunately, the only surprise my partner got was a three hour wait between our starter and main course being served. Not only this, but our drinks never seemed to see the light of day, and we even overheard our waitress swear not only within earshot of half the restaurant but directly to a customer, who was voicing their outrage.
I had also planned to propose to my partner tonight, of all nights, but these plans were also scrapped in light of your dismal attempt to run what will have been, predictably, one of your most busy nights of the year. We left, unengaged, both shaking with fury. Working in the catering industry myself, I know how a restaurant is run and I can assure you I have seen Valentine’s meals fly past infinitely less incompetently as you ran yours.
I can only hope that you offer some sort of compensation for what was ultimately a failure to us, the customers. Otherwise, my first experience with Mercure is more than likely to be my last.
Thank you for your feedback
Firstly I would like to apologise that I have not got back to you sooner however when these such unfortunate events occur I feel it fair and appropriate to take some time to fully reflect on our shortcomings and conduct a full investigation into what happened to ensure we a, learn from the events and b, ensure that you are has happy as you can be with the outcome and feel that you have been looked after post the incident.
Therefore I have spent some time investigating this and although was not there am able to sum up why this has happened and although I know this is irrelevant to you I feel it necessary to give you some insight into why it happened and why.
You are quite right in you presumption that Valentines Day is one of the key dates in any Restaurant calendar particularly one such as ours, we also run Bedroom packages combined with the food element, and this year we have and are still running our ready for Romance Package (10th – 20th Feb)
Unfortunately on this night the (main night) we seem to have fallen well below our usual very high standards and because of that I apologise fully.
Like all restaurants we have a booking diary that guides us to how busy we are going to be combined with our in-house sleepers we usually have a pretty good idea by 6.00pm of how busy we are going to be, At 6.00pm on this day we had 39 covers booked in the restaurant so based on sleepers in house and forecasted pickup we were expecting to do about 60 covers (last year 49 covers). But due to a computer error on our in-house dinner inclusive sleepers tab we actually had another 48 booked into the system of which we did not find out it was to late.
We ended the night doing 122 covers and although the team would have done there best they would have been unable to serve such a number to our usual high standards.
Given the above I would really appreciate the opportunity to invite both yourself and your soon to be Fiancée (no thanks to us) back to the hotel at a date that suits you subject to availability, I would like to offer you a complimentary 1 night stay in one of our suites with dinner included in the restaurant.
I promise you that your experience will be a positive one and will personally meet you upon check in.
I hope this offer is received in the manner of which it was intended.
I look forward to speaking with you soon
My sincere apologies once again
Thank you for your quick response, and I appreciate your explanation of the situation you were. I’d like to apologise for the tone of my original email; I hope you can understand that I was still upset by the night… I shouldn’t have reacted like that.
We’ve decided that we’d like to take up your offer, incredibly gratefully, of a meal. We’re not sure sure about the night’s stay at the moment, as we have quite a busy few weeks ahead of us, but I could get back to you if you’re happy for it not to be immediate. Also, would you want us to bring the bill from our original meal, or would we be ok to arrive as normal? It’s just we wouldn’t want anything too serious, just a pleasant night out.
I’d like to thank you once again for the way you’ve communicated so graciously with us; you’ve already made up for Tuesday night, in my mind. Very professional.