Restaurant vs 'Chav' Hen Party.

Restaurant vs 'Chav' Hen Party.

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Discussion

BlackLabel

Original Poster:

13,251 posts

122 months

Tuesday 3rd March 2015
quotequote all
A bride-to-be puts a negative review online after being disappointed with the service at a restaurant. The restaurant's response is below.

http://www.dailymail.co.uk/news/article-2977123/Th...





rohrl

8,712 posts

144 months

Tuesday 3rd March 2015
quotequote all
The hen party may well have been awful people but to respond in that manner shows the restaurant in a very bad light. Not clever behaviour for a service business.

-crookedtail-

1,558 posts

189 months

Tuesday 3rd March 2015
quotequote all
The manager or whomever wrote that response from the restaurant lacks decorum. They may well have been chavvy and abound in muppetry but there are ways to deal with this.

Or is it case of 'all publicity is good publicity'?

fido

16,752 posts

254 months

Tuesday 3rd March 2015
quotequote all
rohrl said:
Not clever behaviour for a service business.
Well I guess that depends if they want to have that 'sort of people' back again(!)
I know it would ruin my dining experience if a table of chavettes started kicking off.
P.S. actually they don't look chavvy

Edited by fido on Tuesday 3rd March 15:24

Eddh

4,656 posts

191 months

Tuesday 3rd March 2015
quotequote all
My parents have a pub/restaurant and you do rarely get people like this that whip up a st-storm on social media following a couple of small problems. It is hard on the business because they have no means to prevent this and any reply is seen to be bhy towards the customer and reflects on the business in a bad light. As a result I instructed my father to not reply to anything that appears on Facebook/TripAdvisor as it just isn't worth it.

We even had one person try and post 4 1* reviews on our TA page using different accounts and posing as her friends. It was pretty obvious because the poor level of English throughout the reviews. We reported it to TA, they confirmed they were all from the same IP address and removed all of the reviews.

They have also experienced people threatening bad TA reviews if they don't discount the bill for no good reason, it wasn't as though they had a bad experience or there was anything wrong with their meal it was pretty much a 'knock 10% off the bill or we'll leave you a bad review' some people...

Saying that, 70 odd reviews and an avg rating of 4.5 they must be doing something right smile

MarshPhantom

9,658 posts

136 months

Tuesday 3rd March 2015
quotequote all
Restaurant look like aholes for those comments, but they were Stokies.

confused

4941cc

25,867 posts

205 months

Tuesday 3rd March 2015
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£600 for 18 people on a hen do dinner?

Can't have been *that* upscale a place at £30 per head...

ukbabz

1,538 posts

125 months

Tuesday 3rd March 2015
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I wonder if trip advisor are going to pull a number of the reviews on there that seem to have sprung up following this..

mcxuk1

452 posts

139 months

Tuesday 3rd March 2015
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I wouldn't class that place as a restaurant to be honest. It's nice for breakfast/brunch but not for an evening out. And, as already said, they didn't spend that much per head. Still, it's nice to see a restaurant owner who is prepared to give his side of the story rather than the usual negative review no response or a very diplomatic response.

anonymous-user

53 months

Tuesday 3rd March 2015
quotequote all
MarshPhantom said:
Restaurant look like aholes for those comments, but they were Stokies Potheads
confused
smile

4941cc said:
£600 for 18 people on a hen do dinner?

Can't have been *that* upscale a place at £30 per head...
For Stoke that could be very upmarket, You may get houses there for that smile

Baryonyx

17,990 posts

158 months

Tuesday 3rd March 2015
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Grogan-Morgan is a fairly unfortunate surname.

V8covin

7,213 posts

192 months

Tuesday 3rd March 2015
quotequote all
Have you seen the most recent reviews for this place ?
http://www.tripadvisor.co.uk/Restaurant_Review-g18...

They say no publicity is bad publicity but I beg to differ in this case....and yes 30 quid gets you a feast fit for a king in Stoke smile

Ari

19,328 posts

214 months

Tuesday 3rd March 2015
quotequote all
V8covin said:
...and yes 30 quid gets you a feast fit for a king in Stoke smile
Where are you getting Stoke from, this was in Manchester. confused

Melissa Grogan-Morgan, 27, was joined by 17 family and friends for a hen party dinner at 47 King Street West in Manchester city centre.

robemcdonald

8,716 posts

195 months

Tuesday 3rd March 2015
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I wondered what basil fawlty was up to these days.

Ari

19,328 posts

214 months

Tuesday 3rd March 2015
quotequote all
This is interesting.

47 King Street West is owned by former lawyer Mike Hymanson, 62, who received an MBE last year.His son Howard, who is director of the restaurant, told MailOnline on behalf of the family today: 'The entire incident is regrettable and it has been both investigated and dealt with internally.' He added that the restaurant had no further comment to make, while his brother Barry - who is manager of the eaterie - said: 'I think this is tantamount to an apology.'

I've known several people who have become directors of family businesses and immediately believed that they are way better than everyone else. Normally the generation that built the business are normal people, then the kids come out of their private school into director level jobs and think they're Richard Branson.

Not always the case, I've also known people join dad's business and work their bks off and be decent people - and they often have more to prove as everyone thinks they're just there because of the parents.

But I do wonder whether the management in this case are the former type.


Eddh

4,656 posts

191 months

Tuesday 3rd March 2015
quotequote all
V8covin said:
Have you seen the most recent reviews for this place ?
http://www.tripadvisor.co.uk/Restaurant_Review-g18...

They say no publicity is bad publicity but I beg to differ in this case....and yes 30 quid gets you a feast fit for a king in Stoke smile
Hmm, whoever has started a little facebook circle of hate towards this place wants to be careful that they don't get accused of slander, those are obviously fake reviews.

MarshPhantom

9,658 posts

136 months

Tuesday 3rd March 2015
quotequote all
Ari said:
V8covin said:
...and yes 30 quid gets you a feast fit for a king in Stoke smile
Where are you getting Stoke from, this was in Manchester. confused

Melissa Grogan-Morgan, 27, was joined by 17 family and friends for a hen party dinner at 47 King Street West in Manchester city centre.
Hen party was from Stoke.

Mastodon2

13,818 posts

164 months

Tuesday 3rd March 2015
quotequote all
I wonder if she checked the meaning of her name before she signed the register?

http://www.urbandictionary.com/define.php?term=GRO...

Brother D

3,698 posts

175 months

Tuesday 3rd March 2015
quotequote all
Eddh said:
My parents have a pub/restaurant and you do rarely get people like this that whip up a st-storm on social media following a couple of small problems. It is hard on the business because they have no means to prevent this and any reply is seen to be bhy towards the customer and reflects on the business in a bad light. As a result I instructed my father to not reply to anything that appears on Facebook/TripAdvisor as it just isn't worth it.

We even had one person try and post 4 1* reviews on our TA page using different accounts and posing as her friends. It was pretty obvious because the poor level of English throughout the reviews. We reported it to TA, they confirmed they were all from the same IP address and removed all of the reviews.

They have also experienced people threatening bad TA reviews if they don't discount the bill for no good reason, it wasn't as though they had a bad experience or there was anything wrong with their meal it was pretty much a 'knock 10% off the bill or we'll leave you a bad review' some people...

Saying that, 70 odd reviews and an avg rating of 4.5 they must be doing something right smile
Same here - I look after that aspect - sometimes the person has a legitimate reason for a bad review - I always respond with the 'thanks for honest feedback, we obviously messed up, come back and see if we can put it right for you etc'.
But then as you've found we had someone leave a one-star review - because they didn't like the tone of the person on the phone and never set foot in the restaurant... (Trip advisor were good to remove that one).
However the ones I don't quite get are the really positive reviews 'lovely people, great food, we'll definately be back again' - 3 Stars...

I do like the fact on-line reviews do push restaurants/pubs to up their customer service and quality thou.

Anyway I feel a bit for the restaurant - sounds like they might be new to the Tripadvisor PR aspects...

V8covin

7,213 posts

192 months

Tuesday 3rd March 2015
quotequote all
MarshPhantom said:
Hen party was from Stoke.
and so was the restaurant manager I believe