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Review by anonymous3 years ago
We have been going to The Royal Seabank for the last four years however we were so disappointed in the service we received this year that we have absolutely no intention whatsoever of returning at all or booking any further holidays with Blackpool Promotions The service in the restaurant showed a complete lack of organisation and could be described more like a scene from Fawlty Towers or a Carry-On film and it was an embarrassment on the Seabank Hotel. We were one of the first guests to enter the restaurant and was seated just after 6.30pm. Our starters were bought to us several minutes later although it did look like we were one of the last table to receive them. After about 25 minutes we noticed that other guests including the tables both sides of us had already received their main course and some were even receiving their deserts. We managed to get the attention of one of the waiters and asked if he could take our dishes away and bring our main course, and said that he would. After another 10 minutes or so we still had not received our main course so caught the attention of a different waiter. Again, we explained that we were now ready for our main course and once again he told us he would get it. It was now gone 7.15pm and most of the other tables including those next to us were either finishing their deserts or some had even left the restaurant altogether. We were the only table that had not even been served a main course! This was particularly disappointing and as mentioning it to the waiting staff was pointless I decided to speak to the Restaurant Manager. After explaining the situation to her the situation, she said that she would “find out what’s going on”. We waited another few minutes before we then decided that enough was enough so left the Dining room / Restaurant. We had waited over 45 mins and it was not nearly 7.20pm and most of the other guests had already left the restaurant. I told her I would like to raise a formal complaint and speak to a Manager to which she replied that “he’ll be on the front desk” On arrival at the front desk I spoke to Hotel Manager and explained the issue to him how disappointed we were a due to the excessive long wait and being totally ignored. I also explained that other tables had completed their three courses and left the restaurant and we had not even got our main course. In addition to this we had asked twice with two different waiters if we could be served our next course but were ignored both of these. Although he offered us our main course sat in the bar area together with a complimentary drink it was somewhat too late and out appetite had certainly been lost. We did attempt to have it but I sat in the front of the draughty reception area by the front door with other guests entering & exiting hardly seems the most appropriate place and certainly not comfortable to take up the offer of the main course. At this time other guests were also making complaints about the poor service they received in the restaurant too. The Royal Seabank Hotel obviously has an issue with the service in its restaurant and the Manager should be accepting this and using it as an opportunity to resolve and improve on rather than just ignoring it and sweeping it under the carpet. The attitude of the Manager was very concerning because he showed little interest or concern at the issue at all and was dismissive. In addition to this when I asked for a contact number and told him I would be in touch to complain in writing he stated in a sarcastic manner “I look forward to it” He had very little customer service skills and an unprofessional, dismissive attitude. When I explained how disappointed we were after 4 years of loyalty he simply shrugged his shoulders. He could give no answer as to why we were ignored in the restaurant, or why the waiters served other people had received all three courses but we never got our main course. He could not answer why the area around table no 41 received such poor service and he was uncaring, arrogant, dismissive and impolite in the way he spoke to us. It was a joke and an embarrassment to Blackpool Promotions. Other guests we had spoken to during our stay had also said that they had noticed a definite decline in the restaurant service this year than previously. We have since complained to one of the Directors of Blackpool Promotions but he has been so biased and dismissive towards complaints and simply cannot accept anything negative. However, we have also discovered that the same Director was previously asked to leave a large Hotel chain due to a “dispute” and in addition to this he used to run the Norbreck Castle in Blackpool when it received a lot of bad feedback and publicity under his control, so his suitability and attitude to the hotel industry is very concerning and questionable! Blackpool Promotions…where people DON’T come back! .
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Suite 51 First Floor, Central Chambers, 93 Hope Street, Glasgow, G2 6LD