The Marcliffe Hotel and Spa

Called in for mid morning coffee and scones. We live close by, first visit since new management. Overall experience good as usual though service a little slow. Scones took some time to appear after we had been served the coffee. Cheese scone came warmed, not given a choice of warm or cold. Cheese appeared to be all on the outside none actually in the scone which doesn’t qualify as a cheese scone for me and I definitely don’t like them warm! My husband enjoyed his fruit scone and the shortbread which accompanies the coffee was lovely. Maybe I’ll stick to the fruit scones next time.

As Marcliffe regulars we attended the Xmas Day Dinner with no Piper playing, which was a shame, but upon arrival I had to open the glass door to let myself in which before that was already noted with a warm Merry Xmas welcome to the Marcliffe, well that was certainly not what we got when we arrived. On a plus point the 2 bar staff in the foyer we5re very good and asked how we were, and wished us a Merry Christmas and gave us our pre dinner drink's before we went in they stepped in quickly to give us their undivided attention with canopies and taking our main order. Well different story when we entered the main drawing room with no fire lit, we were greeted by a Scruffy looking Head Waitress with a "Clipboard",really!!, She asked for our names barley smiled at us and said just take a seat, well we started walking towards any table not Escorted to the table, very bad Service indeed, you really need to step up your game here. The canopies were nice, but noticed dirty plates on tables, the head waiter should of been making sure that tables were free from clutter. Now on entering the restaurant for dinner we were greeted by a lovely young waitress she was excellent throughout the whole process, the Xmas meal was First Class, piping hot plates, Prompt service, First Class was the word where the food was concerned Staff are young & very friendly but need training & a proper a front of house person to ensure the service is aligned with the premium dining experience & premium prices. Please bring back the white gloves and the Tunics that the staff wore in the Restaurant area. Also there were too many young staff chatting, laughing, etc, it didn't feel like a 5 STAR SERVICE really. In order to have that the floor staff need to be neat and tidy, professional and discreet when around customers when dining. I also want to add the Floor manager with the Clipboard!! That was awful to be met with that in a 5 STAR Hotel and really she needs to dress appropriately and have a very tidy appearance while doing her job. Please can you address this with all your staff. I felt on this occasion the atmosphere was lacking, such a shame but feel the hotel is going down hill now.