Telefon: +448448799142,+443448799142,+447801982354
Adresse: Macdonald Leeming House Hotel, CA11 0JJ, Eden, United Kingdom
Stadt: Eden
Menü Gerichte: 4
Bewertungen: 295
"My husband and I recently returned from our holiday at Macdonald Leeming House and unfortunately I need to make a complaint about a number of concerns. 1. Lack of care for dietary requirements: My husband has Crohn’s Disease and as a result cannot eat any fibrous food. Crohn’s is a serous condition which can result in emergency hospital treatment if an attack occurs. My husband discussed his needs with the chef each night (who was very accommodating), however on the first night the potato skin was left on his chips so my husband had to slice off the skin of every chip before he could eat them. He reminded the chef of his situation again the next day and from then on no more mistakes were made. However, no member of waiting staff were made aware of his dietary needs, so every meal time we had to explain he had a different meal plan already arranged with the chef. Each waiter/waitress was very confused and we had to get into explanations of his health condition. I’m sure you can appreciate it was embarrassing, awkward and frustrating to have this same conversation for every course of every meal in front of all the other diners. 2. Poor service: The waiting staff in general were comedy bad. It was literally like being in an episode of Faulty Towers every day. Service was extremely slow, orders forgotten, orders incorrect and general chaos for every course of every meal. We did complain to the manager on reception who explained that he had received complaints from a large number of guests about the same thing. The staff were all very friendly and apologetic for the situation and it seemed that all staff we spoke to were very new to the job (it was their first week). I appreciate everyone has to learn and would give consideration to a trainee, but when the entire team is new and there’s no one managing the situation, the result was totally unprofessional and not what I would expect when paying to stay a luxury hotel. 3. Lack of cleanliness: There were a number of ways the hotel fell short of appropriate cleanliness standards. Firstly, there were flies crawling all over the breakfast buffet every morning. All the windows were open as it was extremely hot and the hotel heating was still on full blast at all times, so I understand how flies got in, but no attempt was made to cover the food or get rid of flies on the food. Secondly, room service food was not cleared- the room next to ours had left a tray of half eaten chicken sandwiches on a shelf opposite our door one afternoon and this was not actually cleared away by staff until the next morning! Again, the radiators in the corridors were burning hot and as all the fire doors were closed, there was no air flow, creating unpleasant smells. Thirdly, our room was given the most basic of cleans- the bed was made and bathroom cleaned but our cups and glasses were not replaced with clean ones and when our shower gel needed replacing they left a half used bottle from another room, rather than providing a fresh one. In short the experience was disappointing and not what we were expecting from a 4 star AA Rosette hotel and restaurant."
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