Award-winning pub says sorry for 'falling short of expectations' over Christmas
30.12.2023 - 09:39
/ manchestereveningnews.co.uk
The new managers of an award-winning pub have apologised to customers after admitting service 'fell short of expectations' over Christmas.
The landlord and lady of the Vivian Arms, which has a 4.5 out of 5 rating on TripAdvisor and was given a Travellers Choice award earlier this year, said they faced unexpected staffing issues and problems caused by the previous managers accepting too many bookings for Christmas Day. It led to staff facing 'hurdles' and some customers being disappointed with their visit, they added in a frank Facebook post.
The managers, named as Steve and Jackie, said they refunded disappointed customers 'out of their own pockets' and that they were committed to addressing all issues, as they acknowledged 'shortcomings in service'.
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The Vivian Arms is a Brains Brewery pub in Sketty, Swansea. In a message on Facebook, the new landlords Steve and Jackie wrote: "We want to extend our sincere apologies for any inconvenience or disappointment experienced during your visit over the festive season. We understand that our service fell short of expectations, and we appreciate your feedback, as it allows us to address and improve upon the issues raised."
The pair continued: "The pub has recently undergone a significant change in management, presenting unforeseen challenges as we transitioned from an old landlord, to a temporary manager keeping the doors open, and finally to our ourselves, your new hosts. These changes occurred in a very short span, creating a complex situation to navigate,