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Clearly we think we're great, why come to work otherwise. But what do our customers say? We know that web sites are littered with anonymous out of date testimonials that it’s difficult to trust, but we're displaying comments written by our current and recent guests live, here on our web site. We're laying it bare, warts and all, and with the name of the writer attached. It’s not easy to look at yourself objectively, so don’t listen to us, listen to our guests.
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We stayed in Bear Lodge the week it opened, liked it then and I still think it’s a great place to stay. Perhaps the only accommodation quibble being no hanging space in the rooms. Otherwise it works like a dream. Sadly this time though, the service levels fell short of what we’ve come to expect from VIP. The food varied from OK to genuinely terrible (the burger and a very overcooked chicken supreme) and took ages to come. There were odd things like slices of unpeeled kiwi at breakfast. Sometimes tea was well stocked, other days it ran out quickly and wasn’t replenished. Personally I would like a savoury option for the bread - marmite, peanut butter, cheese - something other than jam. The staff were mostly very sweet and friendly but young and inexperienced. They were constantly apologising, whether they needed to or not, and just not very on the ball. For example they’d come to the table to ask if we needed more wine but leave without taking clearly finished plates. The worst examples were in the bar. Pre-dinner there should be two people on but there was only one and whoever it was they were slow and spent ages with their back to the bar, or chatting to one customer, while others were waiting to be served, so it took a long time to get a drink even if the bar was quite quiet. The Bar Manager in particular was inattentive and actually quite rude on occasion, hurrying people out of the bar and making it clear he wanted you gone so he could go out drinking. A shame because these small things can leave a bad taste and if this was someone’s first experience of VIP they might not choose to come back. Having Graham Bell there was great and made for a very sociable week but I’d suggest doing his presentation and prize giving earlier, as dinner took quite a while, meaning these things took place too late for a lot of people.