Good Evening Mandy,
Again thank you for your reservation last Saturday and for your lovely comments. I hope you do not mind me taking the liberty to ask if all you guests enjoyed their lunch. As you suggested, I kept an eye out for a review. Earlier today I noticed a review from your guests on Trip Advisor which is quite opposite to your comments.
The Hotel has always prided itself on service and our staff are empowered to make an immediate decision to replace, change or refund a meal even if a dish is perfect but not to a guests liking, without fuss or embarrassment. If, on the day we had been made aware of any issues we would have rectified immediately. I am sure you can appreciate that it is frustrating for any business not to have constructive criticism at the time, affording us the opportunity to rectify.
With regards to cocktails, we do not profess to be expert in this area. As we are in Bushmills most visitors want to try the local ‘nectar’ We have limited cocktails available on our drinks menu as we do not have a large demand for popular cocktails let alone ones which are rare and have never been ordered in our short 25 year history. The comment “outrageously expensive and poor value” is, we feel strong and misplaced,. I do hope they would take into consideration the total experience - not just the dish on the plate, but all the other factors which have to be paid for: e.g. the public sitting rooms, five real fires, car parks, gardens, menu and wine list covers even the cost of our staff who are paid intentionally attractive rates. Also our prices have to reflect what you are not getting - weddings, coach parties, functions, an overcrowded bar - we permanently close the street entrance to the bar so that it can remain more exclusive to residents and diners. Though tempting sources of revenue particularly in the quiet winter months, opening the bar to the street and taking functions would compromise our core business which is looking after individual guests and small parties but such exclusivity does have to be paid for. As a hotel, as opposed to a restaurant, we have to keep our Restaurant open for breakfast, lunch and dinner every day and as a seasonal resort property we run at a loss over the winter months. For all these reasons we have to charge realistic year round prices to achieve profits over a full year - but ultimately it is the customer, no matter what I say, who makes the final decision.
I hope you do not mind me writing to you, it is that your comments and your guests are vastly different. As mentioned in my email on Sunday night we would be delighted to welcome you all back again.
Kind Regards,
Kelly Neill
Bushmills Inn Hotel