Kate M
9 november 2023
My uncle's wake was held at the Rutland on a Wednesday evening in early November and the experience was marred by disappointing treatment from the staff. Initially, everything seemed fine until a couple of extra guests joined us for dinner. The staff seemed upset about this, claiming we had lied about the number of people when booking the table. We explained that it was a wake, and it's challenging to predict how many people will stay, but our explanation fell on deaf ears. Their main concern appeared to be their workload with other tables, which I found to be a less than empathetic response, given the circumstances. To make matters worse, we were accused of being drunk. While it's true some of us had been drinking, no one was behaving in an obnoxious or difficult manner. A few of us were teary, given the nature of the occasion, but there was no disruptive behaviour. I believe the situation could have been resolved amicably if the staff had communicated their concerns to us and allowed us to explain the context. Unfortunately, a decision was made without considering our perspective, leaving us feeling unfairly judged. This experience was particularly distressing for my cousins, who had just lost their father. Instead of feeling supported and understood during a difficult time, they were made to feel as though they had done something wrong. It was disheartening to witness the lack of compassion and understanding from the staff, especially in a hospitality setting where empathy and kindness should prevail. On this occasion, the Rutland's hospitality fell short. I had hoped for a more understanding and compassionate response, considering the nature of the event. Unfortunately, due to this disappointing experience, I have decided not to return to the Rutland in the future.
Vertalen