Restaurant experience
Last week we visited your restaurant on a Sunday with a group of 20 people. We were celebrating a Birthday and had a cake. The Manageress refused to allow us to use it. She said they had a sweet menu. Even when I offered to pay for a scoop of ice-cream for everyone she stubbornly and rudely said no. We had spent £400 and we were supporting a group with LD. Very disappointed. Explanation please.
In answer to reply there was no mistaking it was a Birthday cake and you were told by more than just me that this was so. Of course we would not have bought in just a desert. That would most certainly not have been acceptable. I tried very hard to help you understand the nature it our group of special needs and their helpers. You chose to ignore them and the result was that we took them all back to our church and we had tea and cake there. But we were all very disappointed and it spoiled theirs and our experience. I would like to say that the other members of your staff were kind and understanding.
Reply from Garon Park Golf Complex
Dear Jackie,
Thank you for taking the time to leave your review.
We genuinely appreciate all feedback, both positive and negative, as it helps us to improve and provide the best possible experience for our customers.
Please accept my apologies for not responding sooner.
Regarding your carvery booking on 22nd February, the reservation was made in your name and there was no mention at the time that the occasion was a birthday celebration. I contacted you a few days beforehand to confirm final numbers, but you were unable to do so until after attending church on the day, as you were unsure how many guests would be joining you. Again, there was no mention of a birthday at that stage.
Your party of 20 arrived and went straight to the carvery. It was at this point that I noticed a large chocolate cake had been brought in. After clearing your main courses, I asked whether anyone would like to order desserts, and you then asked if I could take the cake into the kitchen to cut and plate for your party.
I explained, as discreetly as possible, that this is not something we are able to do. As a restaurant, we cannot permit customers to bring in their own desserts to be cut and served on our premises. You kindly offered to purchase ice cream to accompany the cake, however I apologised and explained that unfortunately we were still unable to accommodate the request.
It was only at this point that I was informed the dessert was for a birthday. We are always happy for guests to bring a small birthday cake for the purpose of singing happy birthday at the table. However, we are very sorry that we cannot allow outside desserts to be served and plated by our team.
I am truly sorry that you left feeling disappointed and hope this clarifies the situation.
Kind Regards
Julie Coman