Hi everyone, its my first post on here and its going to be a pretty long one.
Basically I went to a hungry horse pub with some friends last month and the visit was pretty mixed overall. The food wasnt too bad and we didnt really have any complaints initially, apart from missing an item on a few of the meals. The service wasnt great to be honest, the table was dirty when we arrived, it took 45 minutes for our dirty plates to be moved and when we left the desert plates were still on the table. We then took part in a music quiz and we should have won this, but as we were round the other side of the bar the manager didn't hear us and by the time I had made my way round it was too late. His response to this wasnt great, he suggested that we just get closer to the bar when theres one song left on our card.
It was afterwards when we went to close the bill that we spotted that the cost of our deserts hadn't been taken off the bill, something we thought we were entitled to as part of an offer that is run by the pub on a thursday. I queried this with the manager and he was pretty unhelpful really, he wasn't willing to even agree that it should at least be stated more clearly on the menu that the meals we had were not included in the offer. Another member of staff did have a bit of an attitude problem and said we woudn't get the deserts knocked off because one of the group works there and they'd already give us a discount. we paid the bill and were willing to put it down to experience.
After this I posted a review on tripadvisor, giving it a 1 star overall and was pretty accurate with my description of the whole evening. It then became apparent that the manager had seen the review and left a response of the site that was pretty well fabricated by himself. Even after this I was still willing to let the whole thing go. It was when he apparently pulled my friend to one side in work and told him that I bas barred from the pub and basically threatened to hit me if he seen me again. This is what got me riled up more than anything. I have no reason to believe that my friend is not telling the truth in this situation, I think that he wouldnt make something like that up as surely it would affect his job security.
So after this I emailed greene king (owners of hungry horse) to inform them of the situation and told them everything, not leaving any details out. I have waited a few weeks for a response in the post as promised in a reply from them and have received one today in the post. To say I am disappointed with the response would be an understatement.
The letter says that they have spoken to the manager and investigated fully.
They have then stated 'that my behaviour on my day of the visit was inappropriate and was affecting the enjoyment of some of our other customers'.
It then goes on to say that ' I am therefore supporting the house managers legal right to ask you to leave on the day in question and to refuse you future entry to the establishment. This decision is final and not open to further discussion'.
Now this has really disappointed me. At no point did we behave inappropriately and I cant believe that a manager of a pub would fabricate this to justify banning me from the premises. Also at no point were we asked to leave the pub, again I am astonished by this claim.
Basically I am asking for help on where to go next. I have emailed greene king again to try and point out that what he has said is not true but I dont expect a response from them, especially when you consider how blunt they have been in the letter. Even though I have no desire to return there, I don't want the manager in the pub to feel that he can do something like this and effectively win.
Thanks in advance,
(hope I've been clear enough here, just a lot of information to get across)