Queens Head, Troutbeck

May 1st, 2023

May 1st, 2023

Rooms: Rooms well furnished. Comfortable and warm. Great bathroom and in room service replenished every day. Food & drinks: Wide selection of beers, drinks and food. Allergies catered for and a great selection for humans and dogs. Noteworthy details: Totally dog friendly. Food at whatever meal well presented and good value. A lovely ambience and great staff. Nothing too much trouble.
Apr 29th, 2023

Apr 26th, 2023

Dined here on Friday evening and had such a lovely meal with fantastic service. Decided to ask about Sunday lunch and booked a table whilst we were there for 12pm (this was the time we were given as I said we were flexible). Arrived today at 11.55am ready for our sitting, only to find the door locked. It was raining heavily so we stood by the window, partially under an umbrella. We were seen by a number of staff, one of whom decided at 11.58am to open the door and say 'We don't open until 12' we explained we had a table booked for 12pm and he just responded 'We don't open until 12pm'. Now that's absolutely fine, and if we had turned up at 11.30/11.45 then I could understand, but at 11.55am, when you had a table booked in at 12pm, and it was torrential rain outside you'd think they would allow us in, even if it was just to stand in the doorway out of the pouring rain. There was no.....I'm sorry we can't serve anything from the bar until 12pm, but please come in out of the weather, just 'We don't open until 12' and the door then closed. We also wasn't told when we booked the table that they could fit us in at 12pm, but don't come until dead on the dot otherwise you won't be allowed in! It wasn't like there were a coach load of us....we were just 3 adults and two small dogs. At this point we got back in car and went elsewhere. Absolutely diabolical customer service, which has put a downer on our entire experience. We have dined here on previous visits and would have planned to dine here again in the future....but not now. I fully understand the premises will probably think it's only 3 people and only an 80-100 ish loss, but maybe this will make others think twice before deciding to dine here too. Such a shame that the staff are lacking common decency. I can however highly recommend the Badger Bar who, even without a booking, managed to squeeze us in and accommodate us and we had such a fantastic roast beef dinner! Following the owners response.... As stated in my review, which you have clearly not taken the time to read properly. 1. A number of your staff did notice us stood outside. It was because they had clearly seen us as to why we decided to leave. Especially when one looked at their watch and decided they would rather leave us out in the rain then let us stand in the dry for 2 minutes. 2. At no point when the door was opened were we asked to come inside. The words 'We don't open until 12pm' were spoken and that is the only response we received, followed by the door being closed. Another reason we decided to leave. 3. We arrived on time to be seated at 12pm. If we had arrived after that time we would have actually been late for our booking. 4. Why would I look to see what time on social media you open when we had a table booked at 12pm and arrived for that time. I'm not going to think 'I best check their opening times incase they don't open until 12.30pm when we had a table booked. I believe most people would arrive a few minutes early for their table rather then being late. Unfortunately, on this occasion you have shown a poor level of customer service and empathy and having the attitude of 'Well they're early so they can wait' is not a good mind set for neither a business, nor as a person in this industry. It is also such a shame that you believe putting the blame on us is the correct way to deal with a complaint.
Apr 30th, 2023