Customer service needs urgent attention - Lympstone Manor Exmouth - Trade Reservierungs
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😒 3/5 - Customer service needs urgent attention
By 👻 @Tilly, 07/24/2022 3:00 am
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Our weekend experience was disappointing. The hotel has spoken to us at length since. They were thankful for our highlighting the issues we encountered namely that the chef went home before the end of service and ensures us that all of the issues will be effectively addressed. Chef went home during dinner our service Our waitress who was really nice asked, “do you still want petit fours or are you okay?” What a strange way to ask that but we obliged. After a very long wait for just four sugar coated jelly/sweets, our waitress told us that “the pastry chef has gone home for the day”, but that she managed to find these sweets for us instead. We still bring it up for laughs now and again! The sommelier asked, “you’re ok with your wine, aren’t you?”, afraid we’d order more drinks but obliged to ask. Being the only guest left, we were ushered from the restaurant to the bar area with our sad looking petit fours. I was in heels so we asked the concierge who doubled as one of the servers if we could get a buggy ride back to the hut. He impatiently repeated our question out loud and when the receptionist picked up the hint, she obliged. She said she finishes work in 15 minutes, and I guess that explains why she sped over all the bumps. The same lady drove us to the restaurant earlier on and that was a much more pleasant ride. We urge Lympstone Manor to please make dinner reservation for your guests at a much earlier time to accommodate your staff finish times! Or I suggest finding out in advance what menu your guests will have, to help improve your logistics as well as save embarrassment all-round! Poor service and lack of attention to detail We had the eight course Signature tasting menu. The staff put comical pressure on us to place our drinks order immediately. Three staff members came to our table literally within seconds of each other wanting our order. They were frustrated I should add. Everyone dining at the restaurant were seated on the terrace looking out across to the estuary which was a nice touch. They insist that you have 30 minutes for aperitifs, so they pushed our requested dinner reservation from 7.30pm to 8pm. For all the rush, the drinks took a long time to come so we were behind schedule. Slow dinner service We grew restless waiting so long between courses. The delicately sweet roasted Lyme Bay scallop and Isle of Wight tomato salad lifted our spirit. Unfortunately the mains were unrefined and uneventful. The colours to the duckling and lamb dishes were dull in dark reds and browns. Adding other colours would make them more appetising. The ratatouille of the lamb dish looked homemade. The lamb tasted bland and chewy. The beetroot with the duckling dish was not pickled enough, so it was sickeningly sweet pared with the molasses and duck. They kept making mistakes with our drinks order and misplacing the table setting. It was our last night at the Hare’s Rest, shepherd hut. We had planned to sit out on our terrace with some drinks under the stars afterwards and enjoy the cosy hut, but dinner had stalled so often that we were exhausted and having to check out the next day, we called it a night. The price for the tasting menu is imbalanced and unjustified considering the lack of service. We were fans of Michael Caines so we gave it a try. The Signature tasting menu is £195 per person for 8 courses. Core by Clare Smyth, a 3 Michelin star restaurant offer their most premium 7 course tasting menu at £205 per person. In other words, you can enjoy brilliant service and a 3-star menu for just £10 more! Pros The grounds are beautiful, and we picked a great weekend weather-wise to enjoy the pool. Our hut was cosy and private. They provided everything including straighteners. The facilities are good. They provide Pashley bikes, which we took to the beach, approx 30 minute each way if you’re stopping occasionally for snack breaks and pics of the beautiful views. Personally, Tom was the most helpful staff member we met. We only met him on the morning of check out. Our train back to London was cancelled last minute. We would just make it for the earlier train otherwise it would’ve been an 8 hour wait for the next one. But there were no taxi’s available, so Tom offered to drive us to the station. What a relief! He was kind and friendly. We were thankful that he offered, and it was a pleasant ride. Cons Ultimately poor service across the board has left us with a bad memory of Lympstone House. We wish it wasn’t so! Given that the estate is purposefully secluded, we relied heavily on ground staff. Unfortunately, their priority was elsewhere. We didn’t feel welcomed. We felt we were imposing on the staff and overstayed our welcome. As lovely as the ground were, I couldn’t wait to leave by the end of the weekend. More poor service We couldn’t wait to relax and enjoy our break after the 6-hour journey door to door. So, although the staff who took our bags didn’t greet us and didn’t say a word until we broke the awkward silence, we were just happy to finally be at our destination. Our room wasn’t ready and while the same man who took our bags showed us to the bar, another staff member out of nowhere looking very unfriendly snapped, “you can drink here or over by the pool house”. We were taken back by the staff’s sudden appearance and bluntness. This wasn’t a good start. But it was a beautiful day… and we were just happy to finally be at our destination! I smiled, said hello to the scary lady and asked to be sat by the pool. It would have been nice to have had a tour of the beautiful rooms and an introduction of the building and grounds, but we were left to figure that out ourselves. Although we were a little deflated by their unfriendly energy, we were determined to enjoy the rest of our break. We soon learned that the staff are just not attentive. They do not go beyond their responsibilities and are not happy when they must. The staff at the pool house were just as unenthused. Half an hour later, the bar staff returned with our drinks but forgot where we sat and gave them to another couple. We were only one of three couples in the area! It was a painful wait for our food and drinks order, even when we were one of the earliest guests to order dinner on Friday night. The female staff who seemed to be managing service is hostile. She was one of the three staff that rushed us for our aperitifs on Saturday. Very intimidating and it made me anxious. The general manager was not welcoming. He asked us if we were ok, while grabbing a travel bag about to follow the guest up to their room. We would’ve appreciated if he asked another staff member to look after us, it would be understandable since he was in the middle of something. But he walked away, and we were left alone. Afterwards we were quite surprised to learn that he was the general manager. We believe that with better management this hotel will live up to 5 stars as it promises. The service lets them down which is a real shame since the manor has great potential. It appears the staff spread themselves thin, perhaps explains why we lost that personal touch? We have never had to make a complaint but if it helps Lympstone Manor raise service and operations management levels that are fundamental to running a five star hotel then it would have been worth it. We sincerely hope to see Lympstone Manor thrive in its infancy and wish the team the very best. Small things that added up: - Staff and manager were not welcoming. - Hand towel was dirty. Forgot to give us new one when we asked. - Forgot to send us morning newspaper when they offered. - Mistakes on food and drinks at breakfast. - Very slow food and drinks service. - Misplaced table setting. - Overheard the couple next to us at breakfast send back their overcooked soft-boiled eggs and toast soldiers, saying “the whole point of having soldiers is so you can dip them in the soft yolk.” We arrived after them, but they took almost until we finished our breakfast before bringing him another pair of overcooked eggs. To which the man said to his partner “I give up!”
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