Hightown Hotel, Hightown

I visited The Hightown Hotel Pub several weeks ago and not only did my family and I enjoy our meals but we also commented on how friendly the staff were towards us. During that visit a particular incident arose regarding the ATM not working. Geoff (the manager) offered to drive my husband to an alternative ATM and whilst we didn't accept this kind offer we were extremely grateful and impressed by his hospitality.

Based on this previous visit I recommended The Hightown Hotel Pub to friends and on Wednesday 7th July 2010, we walked with our children almost two hours along the costal path to enjoy a meal. We arrived to find the pub full to capacity and had to wait a short while before a table became available. As my two friends and I settled our four children, the gentleman leaving the table humourously suggested that we needed to keep our children quiet, intimating that they may not be welcome in the pub. I initially dismissed such a comment however with hindsight I feel that certain members of the public may only be too aware of some of the staff's intolerance towards children.

As my two year old daughter had spent almost two hours in her pram I took her away from the table in order to change her wet nappy. The pub does not have any baby changing facilities and I did not wish to change her on the floor of a pub toilet. As such, I made my way to a quiet part of the pub on a lower level (where the snooker table and fuit machine are) where there are no tables, no members of the public and I was out of view of any other diners so that I could quickly and discreetly change her wet nappy. At this point a member of staff walked down the stairs and made their way past me presumably towards the kitchen. I would describe this person as male, white, medium build, tall with mousey brown unkempt hair and in his mid-twenties.

As he stormed past he bellowed at me how "Disgusting" I was for changing my daughter's wet nappy whilst people were eating. I was completely stunned by his confrontational approach and before I could respond he had disappeared into the kitchen. I made my way back to the table where my friends, who were also stunned by his behaviour, informed me that his outburst could be heard throughout the pub and drew the attention of numerous customers (who up until this point were completely unaware that I had been changing my daughters wet nappy!)

I was deeply embarrassed by this incident and as he emerged from the kitchen and made his way past our table I challenged him regarding his outburst informing him that his behaviour was unnecessary and rude. However, without hesitation he shouted over his shoulder that I was the rude one whilst continuing on his march past us. As the pub was extremely busy, other diners could not help but be aware of this unnecessary incident created by your member of staff and appeared as surprised as we were by his behaviour. My friends and I were completely astounded by his inappropriate unprofessional and above all arrogant and aggressive attitude and not wishing to be further insulted in front of a room full of strangers we left the pub immediately.

This staff member clearly has no comprehension about the logisitcal difficulties involved in looking after young children when they are far from the family home. I felt so strongly about the way in which my family and friends were humiliated by this member of staff that I wrote a letter to the Crosby Herald as soon as I returned home. However, on reflection I am sincerely hoping that this indiviual's despicable and offensive behaviour is not indicative of the attitude of the remainder of staff.

I would like to reiterate the following points. Firstly, the pub does not have baby changing facilities and there is insufficient space in the ladies restroom in which to do this. Secondly, I intended to discreetly change my daughter's wet nappy in a secluded area of the pub where I was not in view of other customers. Thirdly, and most importanly, if a member of staff does have an issue with either myself or my children I expect them to apporach me and raise this issue in a professional and above all respectful manner. I do not find it acceptable for them to loudly berate me whilst storming away in order to cause me embarrassment and humiliation. I did not visit the establishment to be treated in such a way.

I refuse to accept that this staff member took issue with what I was doing on the grounds of hygiene when dogs are allowed into the pub to lie on the floor whilst covered in sand and other such dirt. In fact the next table to us that day had two dogs by the side of the table. You have a sign clearly displayed outside which states "children welcome". However, I find the actions and attitudes of one particular member of staff does nothing to promote such hospitality. At best this staff member has concening deficits in his customer service skills, at worst I feel they have one member of staff that could unfortunately undo all of the hard work that other staff do to create a pub with a warm and family friendly reputation.

I will not be visiting this pub ever again!!

5 Aug 2010 00:13