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Response from the owner
hace 5 meses
Hi Johnny, Thank you for taking the time to share your feedback. We are very sorry to read about your experience — particularly the issue you encountered with foreign hair on the plate. That is absolutely unacceptable and not reflective of the standards we expect from our kitchen and team. We take matters of food hygiene extremely seriously, and your comments have been raised with both our Head Chef and management team immediately. A full review of our food preparation and plating procedures will be conducted, along with reinforcement of our grooming and hygiene policies with all staff to ensure this does not happen again. We also apologise that our team member felt unsure of how to best handle the situation. While she did attempt to offer a solution in the moment, we understand that given the circumstances this did not feel appropriate. We are following up internally with additional training, so our staff feel confident responding to serious concerns like this in a more suitable way. We truly regret that your return visit after some time away was so disappointing. If you would be open to it, we would appreciate the opportunity to speak with you directly and make this right. Please feel free to contact us at the venue so we can discuss this further. Kind regards, Highways Team
