Van Dyk - Bolsover

We went to the restaurant for a friend’s birthday celebration. Although we have been there before and the food is excellent, our experience was tainted by the p... read more We went to the restaurant for a friend’s birthday celebration. Although we have been there before and the food is excellent, our experience was tainted by the poor quality of the waiting staff on our second visit. When we asked some simple questions about the vegetarian curry, the waiter responded with ‘I don’t know.’ We had to request him to go and find out. Additionally, he couldn’t locate my friend’s drink on his tablet and simply handed it to her to look for herself. This disappointing service continued throughout the evening, despite the delicious food. Most of the waiting staff seemed young and inexperienced, and would benefit from shadowing more experienced employees. One of the full-time staff members, dressed in a shirt, tie, and waistcoat, stood out for his knowledge and politeness.

Came for a meal food was average. Tried a few times to get clarification on what the ribs signature sauce is as mine was covered in cumin seeds which is a stran... read more Came for a meal food was average. Tried a few times to get clarification on what the ribs signature sauce is as mine was covered in cumin seeds which is a strange choice for seasoning and no mention of this on the menu. 3 emails and no clarification. Disappointing have been wanting to give it a try for a while. Sadly didn’t live up to the expectation and poor customer service when trying to provide feedback. Should be mentioned on the menu

The Restaurant in the evening was absolutely freezing I had to keep my coat on throughout the meal . The waiter plonked the bottle of wine on our table unopened... read more The Restaurant in the evening was absolutely freezing I had to keep my coat on throughout the meal . The waiter plonked the bottle of wine on our table unopened with glasses and walked away !! Serve yourself !! Then the food arrived by a robot which was better service than most of the staff ! The only thing which was good was the food, credit to the chef who cooked the meal . I like to talk but felt that the table distance was to vast and I hate shouting across, but we had noise from the disco and table and chairs scrapping across the floor as the staff were setting up for breakfast. I will not be returning again due to lack of care/ service from most of the staff are untrained for a restaurant of this standard . It is such a shame as my family have used this hotel/ restaurant for over 40 years with some great memories from my childhood.

Absolutely disgusting customer service from the so called guest service manager. I have been a leader in the Customer Service industry for a long time and let’s... read more Absolutely disgusting customer service from the so called guest service manager. I have been a leader in the Customer Service industry for a long time and let’s just say if my team had ever dealt with a situation as I was dealt with today I would be highly embarrassed and we would all be out of a job. So I had booked afternoon tea for my mum as a treat for her birthday. She called me this morning to say she was not well and had done a covid test and the result was positive. I contacted the hotel with more than 48 hours notice to advise that I would need to unfortunately cancel the booking. I was told I couldn’t cancel the booking as it was none refundable as per the email confirmation, I explained I had not received any email confirmation. They confirmed my email address was correct. I asked them to spell out my email and it turns out they had put the wrong email address down. So they have verbally aknowledged I have not received this email and therefore I have not had a written contract with the terms and conditions and with this is Mind they still proceeded to tell me these are the terms and conditions and my booking is none refundable. I was extremely frustrated and after I was met with lots of no no no I asked for the date to be transferred for when my Mum was free from Covid and they still said they could not accommodate this as all bookings are none refundable and none transferable as per my non existent email. I am a reasonable person and would never want any business to be out of pocket so would totally understand if they had prepared the food for us and we had to cancel however as explained it is now Tuesday at 10am and the reservation was on Thursday at 1pm. There was an absolute lack of customer care in dealing with this place. Not even a sorry to hear she is unwell. Not even a thanks for being responsible and not wanting to bring covid into the restaurant for other customers and team members. There is absolutely no reason why they could not have changed our date with no loss to themselves. This is sheer greed. These people do no care at all and I can honestly say this is one of the worst customer experiences I have come across. After reading many other reviews it seems they even give the most Unprofessional responses to peoples negative feedback. Potential wedding was on the horizon here. Let’s just say they have no chance now.

Staff were polite, courteous engaging. The owner was arrogant, rude, insulting and threatening in his behaviour. Hotel in one section is luxurious and modern. I... read more Staff were polite, courteous engaging. The owner was arrogant, rude, insulting and threatening in his behaviour. Hotel in one section is luxurious and modern. In the other, decor and facilities are unclean and outdated