Hotel has no clue about dietary needs

[Amberzak]

I'm in a hotel because there an autism charity I work for and we have the AGM. I told them about the coeliac before I arrived and they reassured me they could supply food.

There was literally nothing I could eat at dinner. All cross contaminated with gluten. They said they could do a jacket potato. Then came out half hour later saying they found no jacket potatoes. When Elaine, the CEO of charity, kicked up a fuss on my behalf, they then came back 15 minutes later saying they found a jacket potato (we think they popped down to the local supermarket).
So everyone had their food. I didn't get mine until 9.40pm. We had sat at the table at 8.
I asked the manager about breakfast tomorrow. Bear in mind I had already told them about coeliac. THe manager said 'we can do vegetarian sausages.' I'm not vegetarian. I am coeliac. I said I can't have cross contamination. She said 'you can eat cereals though, can't you?' This is the restaurant manager.

Then when they brought out ice cream, they gave me one with a wafer on. When I said I couldn't eat it, they brought me another one, but it wasn't because the two scoops that didn't have the wafer in had melted. So there were issues of cross contamination again.

I feel like I've caused a lot of fuss, but I can't help being coeliac. I feel totally awful and I'm sitting her crying.

 

[Redkite]

Sorry to hear that you've had such a bad experience - totally unacceptable for any place that serves food! How can people be so ignorant about something that's really common these days. I hope it won't ruin your stay - though if I were you I'd be tempted to go out of the hotel and find breakfast elsewhere. How hard can it be to provide gf sausages for example???

 

[KookyCat]

What a horrible experience when you should be enjoying being pampered in a hotel . My friend was diagnosed last year and she's had some terrible experiences in restaurants, she has a cake/baking company that is now gluten free since she was diagnosed. I can ask if she has any tips on how to get hotels and restaurants to behave better? I know it won't help much this time but might be useful in future. Anyway let me know.

I hope breakfast is better 😱

 

[Pumper_Sue]

Hi Amber sorry you have had such an awful time in the dietary dept. May sound daft but make sure you always have food with you. Even down to your bread if you must.
I've learnt from experience to always take a supply when going out or staying somewhere.
Perhaps to educate them get the coeliac soc., to send them an info pack.
Also complain to the highest and expect a reduction in your bill.

 

[yorksman]

It is a sad reflection on modern business practices that so much is promised and so little delivered. It doesn't matter what it is, a Winter Wonderland experience or a broadband connection.

In such situations I have simply withheld part of the payment, supplied my name and addresss and invited tem to sue me in the County Court if they feel they can justify the full amount to a Judge. Unfortunately these days though, they are wise to this manouvre, which is telling in itself, and simply take the money off your pre authorised credit card.

Ultimately you have to decide is it worth any effort? I'd just tell them that they are a bunch of doylems who couldn't organise a p1ss up in a brewery and chalk it up to experience. It is their problem afterall. Who has heard of a hotel who can't even do a baked potato? The whole thing is a joke and some humorous sarcasm would probably make you feel better, though it would in all likelihood be lost on them.

Support those who can do and don't waste time on those who cannot and only go to Fawlty Towers if you want a laugh.

 

[Bloden]

I heard on the radio recently that the law regarding restaurants (and hotels?) and food allergies has changed, and that food outlets HAVE to cater to people's needs. The fines for not doing so are huge apparently, but many places don't realise there's been a change in the law.

Sorry to hear you were catered for so badly. 😱

 

[Hanmillmum]

I'm afraid we had a similar experience despite prior planning and had to spend a couple of desperate hours finding an alternative arrangement for the girls, it's incredibly frustrating and disappointing - I don't now trust they know what they are talking about when they say they have GF food available unless they can go into the n'th degree about what they are providing and how they are providing it or if they've been recommended online by coeliac society.

 

[happydog]

What an awful experience for your Amberzak. I am so sorry but unfortunately not surprised. Good advice has been given already, especially about taking your own food, annoying but necessary. I hope that you can get some recompense for what they have put your through. I hope that things improve and don't feel bad about making a fuss, you are helping the next person with your dietary requirements.

 

[Pumper_Sue]

Another suggestion is to write to the letters page of the local rag and voice your disappointment. Even though doing this wont help you now hopefully it will help someone else down the line.

 

[Vicsetter]

It is a shame that you had to stay in a hotel who obviously didn't have a clue about Coeliac dietary requirements.
The latest FSA rules about food labelling (mainly covering ingredients lists on pre-packaged food) can be found here:http://www.food.gov.uk/science/allergy-intolerance/

I would imagine that the majority of restaurants/hotels etc will just provide a statement that there food may not be suitable for people with Gluten intolerance (or some such), similar to the notices about the food may contain traces of nuts. The only Coeliacs I have had as guests were well prepared and brought their own cereals and bread. It would not be feasible for us to provide a kitchen where it is impossible for cross-contamination to occur (we only have one toaster for example).

On another point raised in one of the comments here. When you stay in a Hotel/Guest House you are entering into a contract for goods and service, if you are not happy with anything provided you are breaking the law to withhold payment and should take the establishment to court if needed, this is similar to the situation of withdrawing rent on a property.

 

[HOBIE]

I heard on the radio recently that the law regarding restaurants (and hotels?) and food allergies has changed, and that food outlets HAVE to cater to people's needs. The fines for not doing so are huge apparently, but many places don't realise there's been a change in the law.

Sorry to hear you were catered for so badly. 😱

I do Electrical work in a few places serving food. All the people should have food & hygiene qualifications. I am sure that would come into it these days 😉 I bet your not going back next AGM ?

 

[Pumper_Sue]

I heard on the radio recently that the law regarding restaurants (and hotels?) and food allergies has changed, and that food outlets HAVE to cater to people's needs. The fines for not doing so are huge apparently, but many places don't realise there's been a change in the law.

Sorry to hear you were catered for so badly. 😱

I think this is what you heard http://www.chefsworld.net/blog/index.php/new-food-labelling-laws-come-force-dec-2014/ 🙂 hopefully it will help in future.

 

[trophywench]

Well hang on Vic, the hotel had AGREED to provide GF food - they didn't - so it is THEY who have broken the contract - which means the contract is not actually in force, doesn't it? LOL

 

[Amberzak]

The only Coeliacs I have had as guests were well prepared and brought their own cereals and bread. It would not be feasible for us to provide a kitchen where it is impossible for cross-contamination to occur (we only have one toaster for example).

If it were a small hotel or bed and breakfast, I would totally understand them not being able to supply gluten free food. But this is a five star hotel chain that cost the charity £200 per night. And I had rang them up to ask if they can supply gluten free and they said no problem. I'm sorry, but if I'm paying for an expensive place and they promise to deliver, they should at least have trained their staff on coeliacs disease. It's not like it's rare.

Anyway, at breakfast they gave me my gluten free food, but then they said 'do you want any toast.'

I complained to general manager. He was very good. He was so apologetic and he gave us the room for free (it was paid for by charity) and he even gave me a huge bunch of flowers to say sorry. He said he knew that they had messed up big time. He couldn't apologise enough.

 

[Pumper_Sue]

I complained to general manager. He was very good. He was so apologetic and he gave us the room for free (it was paid for by charity) and he even gave me a huge bunch of flowers to say sorry. He said he knew that they had messed up big time. He couldn't apologise enough.

Well that's a fantastic result, it shows he has taken it to heart and things should be sorted for future guests.
Lessons learnt on both sides though his staff need training and coeliac people needs to take survival rations when they go out or away.

 

[Vicsetter]

Well hang on Vic, the hotel had AGREED to provide GF food - they didn't - so it is THEY who have broken the contract - which means the contract is not actually in force, doesn't it? LOL

If you believe they have broken the contract then you have to take them to court. You cannot refuse payment or part payment based on your own judgment. A popular misconception but all you can do is complain (or sue) and any decent establishment will offer some kind of recompense.

 

[trophywench]

When there's prima facie evidence that the contract has not been fulfilled - which there was - the supplier would be utterly ridiculous to let it get that far!

He isn't that stupid - which is demonstrated amply by the fact that the matter was settled on an amicable basis. As 99% of these things are without them getting out of hand, which a Court case would have been.