The Stag Inn

Thank you for taking the time to leave your review. I was the person who welcomed your party on arrival and, whilst I am sorry that you left feeling disappointed, I feel it is important to clarify a number of points where your account differs from what actually happened.Firstly, I fully accept that the information you gave when you called ahead regarding your request for a downstairs table and a highchair was not passed on by the member of staff who took the call. I apologised for this immediately when you arrived and again during our subsequent telephone conversation. I also explained that I would review our procedures to help ensure this did not happen again.When you arrived, I greeted you at the door as you were manoeuvring the pram through the entrance. As a 300-year-old Grade II listed pub made up of several interconnected rooms over different levels, we do have physical limitations that can sometimes make accessibility more challenging.Having realised the information had not been communicated, my immediate priority was to resolve the issue. I offered to rearrange tables so that your party could be seated downstairs, explaining that it would take a few minutes to do so. I also explained that accommodating the pram would be difficult because it occupied a similar amount of space to one of our four-person tables. I suggested that you first look at the upstairs snug, where you would have the room to yourselves, whilst making it clear that I was still happy to move tables downstairs if you preferred. Although you commented that you felt you had little choice but to go upstairs, the offer to rearrange seating downstairs was repeated and remained open. It is therefore not correct to say that no attempt was made to accommodate your request or offer a resolution.Regarding your comments about staff stepping over your party, our kitchen is located upstairs, meaning our team need to use the staircase to serve guests downstairs. At the time your party arrived, staff were carrying meals to another table. They did so politely, apologising and saying "excuse me" as they passed. Once your party was seated, I personally checked that everything was satisfactory and, when requested, retrieved a highchair.As you acknowledged in your own review, both the food and the service provided by my team were faultless. Throughout your visit, your party appeared relaxed, smiling and enjoying your meal.With regard to the Wi-Fi, unfortunately this is something largely outside of our control. Like many historic buildings with thick stone walls, signal strength can vary significantly between different areas of the building.Finally, I was saddened to read your comment that a member of your party left in tears feeling unwelcome. Neither I nor any member of my team witnessed anyone leaving distressed, either whilst settling the bill, leaving the pub or getting into your car. Had we believed that someone was so upset, we would, of course, have done everything we could to address it before you left.During our telephone conversation, I again apologised for the miscommunication and acknowledged that we had made an error in not passing on your request. I appreciate that our interaction was clearly perceived differently by you. However, I do not accept and cannot agree with the suggestion that I was rude, dismissive or argumentative, or that no apology or resolution was offered. Whilst I fully accept that we made a mistake with the telephone information, I believe it is important to distinguish that from the efforts made to resolve the situation once it came to light.We work incredibly hard to provide a warm and welcoming environment for all of our guests, including families, and I believe our many previous reviews are a fair reflection of the service and hospitality we strive to provide every day. I am sorry that you feel that your experience did not meet those expectations.SarahThe Stag Inn