September 2011 - Posts
The best football pies ever?
I visited The Venue at Wembley Stadium for the recent England v Wales game. I had a very enjoyable meal before the game but I did not realise that the best was yet to come. After the match we returned to The Venue on the Club Wembley level. This is operated by Delaware North to enjoy the best pies I have ever tasted at any sporting venue. They were simply magnificent and were made even better when our very helpful waitress asked if we would like more. I don't think I have ever said Yes Please so quickly. I believe there is a competition for the best pie in the Premier League, I can tell you that if Wembley was allowed to enter it would win hands down. A very special word of congratulations must go to Tony Keohane and his team. Tony is the new Director of Catering and has recently moved to Wembley from The Emirates. I wish him continued success.
I want roast not deep fried potatoes
I thought this chef's short cut had stopped. That is why I was so disappointed to be served deep fried roast potatoes as part of my Roast of the Day bar snack. I am sure customers expect roast potatoes with their meal and I am also certain that I am not the only person that can spot a deep fried potato masquerading as a roast. There is no real excuse for this. If you run out of roast then tell the customer and offer them another available alternative. If not then you lose the confidence of that customer as has this hostelry has with me. Will I return? Probably not for some time to come.
Eye level is buying level
The old saying "Eye level is buying level" is still true today. So why in this accessible room is the fire notice at over 6ft high. An accessible eye piece has been provided for the wheelchair user at about 3ft 6ins so thanks for that but am I expected to read this notice. I hope so as it should have useful information about what would happen in a fire. This is particularly important as this room was on the 3rd floor and obviously I can't use the stairs or lift. I was not given any instructions about a fire evacuation when I checked in nor was I asked what help I would need if this happened. So I had no information about what I should do. So do I wait and hope or lock myself in and shout or just keep my fingers crossed. This is just another exampole of an accessible procedure that has not been thought through properly. So what is the solution. Give a suitable notice printed in 16 point with ariel typeface when I check in that relates to the room I have been given. Is it happening? No it isnt!
Room cards and lighting control
I totally agree with having room key cards that you have to insert to a control box to turn on the lights. But I do have an issue with the time delay in an accessible room. I took out the card recently in a hotel bedroom and the lights went straight off...
Watch for buying signals
At a time of difficult trading conditions I find it amazing when suppliers fail to spot buying signals. This happens to me frequently when I am staying away in hotels but I thought I would use the example of buying a photograph frame online. I recently ordered a double, silver, landscape phot frame. It arrived and the quality was excellent and I thought I would buy some more as my youngest daughter's wedding is tomorrow (3rd Sept). However, when I opened it up I found they had sent portrait and not landscape. I wrote an email to highlight their error and they asked me to send it back. I pointed out it was their error and then they offered to reimburse me. I am in a wheelchair as many of you know and I pointed out that this was not very easy and that I was interestred in buying more frames for my daughter's wedding. Eventually, after two more emails, they offered to send a new frame with a returns label.
If it had been me I would have said keep the frame as the cost of return must have removed any porofit by now. I would then have pursued the give-away buying signal re my daughter's wedding. It is a pity because I have now got to find a new supplier and the existing supplier has lost all chance of making a profit. The name of the company that missed out is PictureLizard. And now you are unlikely to buy from them. It is not just about having a quality product or service, you need to keep your eyes and ears open for buying signals.
Congratulations to the Royal Garden Hotel
I have stayed at the Royal Garden Hotel in London several times in the last few years. I used to be disappointed with its facilities for people with disabilities but no more. The staff were and still are absolutely fantastic. They are so attentive but not in an intrusive way. They chat happily to all and always make sure you are happy with everything. This includes porters, reception, bar and restaurant staff. The hotel has refurbished its facilities and this includes areas of accessibility as can be seen in the photo above of the roll in shower. There is a new stair lift at the front entrance, a new lift up the stairs for wheelchair users to the downstairs restaurant and refurbished accessible rooms. All are brilliant. The latter have plenty of space and are very well lit for people with sight impairments. This is very welcome to all those that wear spectacles as well as does the buck the trend in the industry. Congratulations to everyone at the Royal Garden Hotel and I look forward to returning in October.