Restaurant de l'hôtel

Nathalie Cappoen dimanche 18 août 2019

Nous avons réservé une table en nous appuyant sur les conseils des guides en notre possession mais l'hôtel rencontre des problèmes de personnel de cuisine et notre repas était catastrophique ( plus de 2H d'attente pour une cuisine insipide et pas cuite ).

3 réponses

Hôtel Paulin le 19 août 2019
We feel badly that you were so dissatisfied. I thought we had already addressed this at the time of your stay. Apparently not. We were fully aware and understood that you were not happy with the wait time for your "main course" . However, it was not 2 hours. All our multi course meals require about 2 hours time from start to finish. The reason you waited so long was because you deviated from our meal plan and decided to just order the main course, while all the other guests in the dining room ordered the full multi course meal plan. So, if you want to calculate the start of the meal to the end of the meal, yes, it was 2 hours. We serve all the courses at the same time to all the guests. We cannot serve al la cart items like a fast food restaurant, we are not set up to do so, nor do we promote that. Most guests who stay in properties like ours- owner operated understand this and do not expect otherwise. The also usually order 3 to 5 services. I would like to point out that all the other tables who were eating the exact same main course as you, prepared in the exact same way and which was cooked at the same time, were extremely happy with the way it was cooked. And it most definitely was not "under cooked". Yet, when you complained, we took your preference into consideration and offered to cook it more for you. Yet you refused. When you complained about the long wait, we addressed that too, by giving you complimentary wine and removing the 15% SERVICE from your bill. In the morning, Mr. Paulin again discussed all this with you and according to Mr. Paulin, everything was fine. Apparently not. We did make every effort to accommodate you. I am surprised that after accepting our adjustments in good faith, that you still felt compelled to make a complaint. It is not very often that we disappoint our guests and under these circumstances, it is very disappointing for us too !
Nathalie Cappoen le 20 août 2019
Je suis désolée si notre commentaire vous a déplu. Nous nous sommes arrêtés chez vous avant d'aller visiter le village acadien pour retenir une table pour le soir sur l'avis des guides de voyages qui la recommandaient. Vous n'étiez pas sûr de pouvoir nous recevoir à cause de problèmes de personnel. Vous nous avez cependant acceptés en nous proposant des plats sans nous présenter ni carte ni menu et sans nous donner de prix sauf pour le homard. Nous devions être là pour 19H30. A l'heure dite vous nous avez demandé de patienter jusqu'à 20H ce que nous avons fait en prenant un apéritif au salon. Vers 20H vous nous avez proposé de passer à table et nous avons attendu jusqu'à 21H30 pour être servis. Dans la salle de restaurant ,il y avait 2 autres tables occupées dont une par un couple avec des enfants et toute la famille s'est absentée en cours de repas!!! Le flétan que vous nous avez servi n'était pas cuit à coeur mais vu le délai d'attente déjà subi, en effet nous ne vous l'avons pas fait retourner en cuisine. Vous nous avez dit être à la recherche d'un couple pour la restauration et je reconnais que vous avez fait un geste commercial sur notre addition mais cela n'annule pas la déception quant à la qualité de votre table . Par ailleurs, l'hôtel en lui même n'est pas remis en cause.
Hôtel Paulin le 20 août 2019
Thank you for commenting again. We do appreciate receiving your feedback and this exchange has nothing to do with 'liking or disliking your comments. To clarify and respond further to your new comments, we take all our dinner reservations 24 hours in advance and normally we do not take last minute reservations. We also take the menu choices of our guest in advance of their arrival. When guests check in we do not present our clients with any type of printed menu, this is all done in advance of arrival. We offer a fixed menu with some choices and we change the menu daily. Normally, when you reserve in advance, I will send you a menu and ask for your menu choices the day before. We are a small kitchen and small property and we do not promise anything else. There was no dialogue about the dinner reservation at booking time nor at any time prior to your arrival. Your expectations of wanting something else, is not in our control. You only ordered one main course, while the other tables ordered multi courses, You were served your main course at the same time as the other tables. No other clients complained about the food, our service or the timing of the meal. For lack of better judgement, we accepted your dinner reservation last minute in an attempt to accommodate you. This was a mistake due to the timing restrictions and not having a menu or the choices that you wanted to be presented. We have already apologized for this error and addressed compensation on site.