The White Hart Hotel, Boston

"Subject: Unpleasant Dining Experience at The White Hart in Boston."

This has already been sent to the customer care team at The Coaching Inn Group but as yet I have not received any reply. Photos supporting the issues were attached to the email I sent.

I am writing to express my deep disappointment with our recent visit to The White Hart, a venue that had previously been our preferred dining choice due to its exceptional service and high-quality food. Unfortunately, our last experience fell far below the standards we have come to expect from your establishment.

To provide some background, our dissatisfaction stems from a visit several months ago when the quality of the food did not meet our expectations. Despite addressing the issues with the assistant manager at the time, we were hopeful that our concerns were isolated incidents and decided to give The White Hart another chance.

Upon making the reservation, I took the time to fill in the pre-booking notes, specifying our preferred table and requesting confirmation of the Mother's Day menu due to our vegetarian dietary requirements. Unfortunately, these details were either ignored or overlooked during our recent visit and I was never sent a reply regarding the planned menu.

Upon arrival, we noticed that our requested table was being cleared but were not offered it. Furthermore, the Mother's Day menu seemingly lacked any vegetarian main courses. (Although I was later assured that the mushroom carbonara was vegetarian even though it was not marked as such on the menu.) I immediately sought assistance from the manager, and Laura, the manager on duty, was attentive and attempted to resolve the issue and offered us choices from the regular menu.

While the starters were enjoyable, the main course featured a significant discrepancy in quality. My mother enjoyed the vegan burger, but my choice, the Aubergine Parmigiana, was inedible. It was a mushy, watery mess with a foul taste, and I returned it without selecting an alternative from the menu.

Laura, in her attempt to explain the issues with the dish, mentioned that it had been freshly made that morning. As someone with professional culinary experience, I found this explanation misleading and concerning. If it had indeed been freshly made, it should not have resembled a poorly handled, frozen, pre-packaged item. Also her assertion that aubergine is inherently wet is also inaccurate, as proper preparation will prevent such issues.

I must commend Laura for promptly removing the Aubergine Parmigiana from the bill, but unfortunately, the problems did not end there. I attached photographs highlighting several hygiene and service issues to my previous email:

· Dirty and sticky tables.

· Dead and dry daffodils without water.

· Crumbs on seats from a previous diner.

· Unpolished and grubby-looking cutlery.

· Sticky and unclean wine cooler.

· Sticky and unwiped salt and pepper pots.

· Custard delivered in a pot with a large chip on the spout.

· Barely warm crumble dessert.

These issues, ranging from cleanliness to quality, have left us disheartened and concerned about the decline in standards at The White Hart. I am bringing these matters to your attention directly, as I believe they can be rectified with increased attention, consideration, and proper training.

Our intention is to highlight areas that need improvement and we sincerely hope that you will address these concerns promptly to restore our faith in The White Hart as a premier dining destination.

Thank you for your attention to this matter. We look forward to hearing from you soon.

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