Key Takeaways:
- A family of nine had their Christmas Day lunch at The Saracens Head in Meir cancelled without notification
- The family had booked their table four months in advance, but the pub failed to request a deposit and the landlord departed in November
- The family discovered the cancellation just over two weeks before Christmas, leaving them with no time to arrange an alternative venue
- The pub has apologized for the inconvenience, stating that they tried to contact everyone with booking details, but the family claims they were not informed
- The incident has left the family feeling "extremely disappointed" and questioning the pub’s customer service
Introduction to the Incident
The Saracens Head, a gastropub located in Meir, Staffordshire, has left a family of nine feeling "extremely disappointed" after cancelling their Christmas Day lunch without notification. The family had booked their table four months in advance, but the pub failed to request a deposit, and the landlord departed in November. The family became suspicious when they didn’t receive a request for payment, and their suspicions were confirmed when they visited the pub to inquire about their booking.
The Family’s Experience
The family had been celebrating Christmas Day at The Saracens Head for the past five years, enjoying the food and atmosphere, and appreciating the stress-free experience it provided. However, this year, they were not asked to pay a deposit, which raised concerns. The family tried to contact the pub, but their inquiries were met with silence. It wasn’t until a family member visited the pub on December 9 that they discovered their booking had been cancelled. The pub claimed that they had tried to contact everyone with booking details, but the family was not informed, supposedly due to a lack of reference for their booking.
The Pub’s Response
The Saracens Head has taken to social media to address the situation, expressing regret over the Christmas Day letdown. The pub stated that they had tried to contact everyone with booking details, but apologized for any inconvenience caused. The message also mentioned that the kitchen was undergoing a mini-transformation and would be closed until the new menu was launched in the New Year. However, the family feels that the pub’s apology is insufficient, given the lack of communication and the short notice provided.
The Family’s Disappointment
The family is understandably disappointed and feels let down by the pub’s lack of communication. They had been looking forward to celebrating Christmas Day at The Saracens Head, and the cancellation has left them with no choice but to cook a meal at home. The family is also concerned that other families may be unaware of the cancellation and may turn up at the pub on Christmas Day only to be turned away. The incident has left a sour taste, and the family is questioning whether they will ever return to the pub again.
The Importance of Communication
The incident highlights the importance of effective communication in customer service. The pub’s failure to inform the family of the cancellation in a timely manner has resulted in a negative experience, damaging the family’s trust and loyalty. The family’s experience serves as a reminder to businesses of the need to prioritize communication, especially during peak periods such as Christmas. By keeping customers informed, businesses can build trust, prevent misunderstandings, and provide a better overall experience.
Conclusion
The cancellation of the family’s Christmas Day lunch at The Saracens Head is a disappointing incident that could have been avoided with better communication. The pub’s apology and explanation may be a step in the right direction, but it may be too little, too late for the family. As the pub moves forward with its new menu and kitchen transformation, it is essential that they prioritize customer service and communication to prevent similar incidents in the future. The family’s experience serves as a reminder to businesses of the importance of effective communication and the need to prioritize customer satisfaction, especially during peak periods.
