From the
https://www.kentonline.co.uk By Georgia Woolf, 28 March 2019.
King and Queen pub boss in East Malling hits back at TripAdvisor reviews.
A pub boss has hit back at a string of negative comments left on
TripAdvisor by jilted customers, defending his chef's Yorkshire puddings
and saying burnt chips never leave the kitchen.
The man at the helm of The King and Queen pub and restaurant in East
Malling has responded to online comments left by dissatisfied diners on
the travel review site, some of whom described it as "ludicrously
over-rated”.
Managing director Steve Catchpole - who runs the pub in New Road with
his wife - advised one customer to take a trip to Beefeater after she
left a one-star review on the site about her husband's steak meal.
Writing on the online review site, Mr Catchpole said: "Thank you for
your review, although I really don't know what you set out to achieve.
"If you had bothered to read the steak menu board which is very
prominently displayed at the end of the bar, you would have noticed that
what is advertised is exactly what your husband received.
"We do sell side salads and vegetables but you didn't order any of
these.
"If you want the full Steak Dianne treatment with onion rings and peas,
then may I suggest a trip to a la Beefeater."
The review left by a customer unhappy with their steak meal.
Disappointed.
My husband and I nave just been to the King and
Queen at West Mailing
We have visited this venue many times However we walked in tonight and
the atmosphere had changed considerably
We were seated and asked if we wanted drinks we were served after a
while, but thought ok little bit slow! We were going to give it another
10 minutes then leave if we hadn’t been served
We asked the really nice waitress if it had changed hands, it had! My
husband ordered the steak and I ordered the breast of lamb
My husbands steak came with just watercress on the plate, he was then
given some chips, so now on the plate was just steak, chips which were
burnt and some watercress No salad in sight ie tomato, onion the normal
things to accompany the steak and chips*
The lamb was very nice, but the saute potatoes were burnt. I ordered a
lemonade, with no ice. it came with ice.
My husband had to go to the bar to get his own drink after waiting an
age to have the one he ordered brought to the table which never came.
We definitely won't be going backi Such a shame
Customers can rate the food, service, value and atmosphere of the
establishment from 'Excellent' to 'Terrible'.
The King and Queen has a 4.5 star rating overall and has been awarded
the highest rank by 478 visitors in total - compared to 18 'Terrible'
reviews.
The pub landlord added: "I will also stake (see what I did there?) my
professional reputation on the fact that neither you, or your husband,
had burnt anything.
"My chef's pride themselves on their presentation of food and there is
absolutely no way would burnt chips or potatoes ever leave my kitchen.
Steve's response to a positive review left on the site.
SteveCatch65. Owner at The King & Queen
Restaurant, responded to this review
Dear Lee
Thank you so much for the wonderful review in
an age where people use these forums to basically complain, it’s
refreshing and fulfilling, to receive an accolade like this.
I'll post this on the team notice board as they
need to understand what an impact they have on our guests evening.
Hope to see you back in the K&Q soon.
"It's really bizarre that you couldn't have brought all of this up
whilst you was still on the premises, we would have listened and changed
things, but you didn't give us a chance, you just decided to become a
keyboard warrior instead.
"My conclusion is that we can't and probably never will meet your
expectations so to avoid all future disappointment it's highly advisable
that you seek your steak and chips elsewhere.
"If, however, you do decide to come back again, we won't hold the review
against you and our team will welcome you back with open arms."
Another customer who claimed the pub is "ludicrously over-rated” was
also met with a blunt but honest response from the landlord.
The reviewer - which focused on the scant portion of beef and overcooked
vegetables - also expressed disappointment of the quality of the
Yorkshire puddings, stating that there was "no sign of a homemade,
over-risen hearty rustic pud' but instead he was served a 'flaccid,
pasty, Aunt Bessie frozen number".
Mr Catchpole said: "Firstly your title of 'Ludicrously over-rated' is a
little unfair.
"The reason I say that is because you gave us no chance to rectify your
afternoon whilst you was still in our venue but instead you chose to
leave the pub and go home and write something that we are effectively
unable to defend.
"Three thick slices of beef is hardly a scant portion.
"In respect of the Yorkies, these categorically are not Aunt Bessies.
"They're not homemade and the reason is simply because we have a very
small kitchen, demand for roast dinners is high and oven space is fought
over by meat and potatoes (which we consider to be the most important
part of the roast experience).
"That said; as a response to your review, our head chef is going to have
a go at juggling the oven time to see if we can cook off some home grown
Yorkshires. Watch this space!"
Mr Catchpole declined to comment further. |