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Lemonthyme Lodge Warning
My name is Peter Williams my fiancé and I stayed at Lemon thyme Lodge from 24th and 25th of April 2006. This was only by luck as we had booked by internet. We never received confirmation but I got the impression that we were booked in. Lucky for us there was room for us to stay. We stayed in the Lady Baron Lodge. We finally arrived, after getting lost for over 4hrs. The signs were very hard to see and there was no sign on the turn off road so we drove from the sign for the 8km which put us in the middle of nowhere so we drove around looking for a turn off road. We didn’t see one. So we drove further up and got to Cradle Mountain lodge and asked them. They explained to us that it was further down and that the road is actually after the sign. We finally arrived and was greeted by a very cheerful, polite and very helpful young man who introduced himself as Glen. We explained what happened and he said that there was a sign that was supposed to be up but the manager had not gotten anyone to put it up yet. (When we left it was up) Then seeing how exhausted and frustrated we were from travelling, he then set out to make us feel better. Due to the time of night we arrived it was too late to eat in the dinning room but we were so hungry. On hearing this Glen offered to cook us some food, we were so grateful and this seemed as though we were in for a pleasant time there.
Unfortunately this all changed the next morning after breakfast. After we had finished eating we went into the lounge area where we struck up a conversation with another couple who were guests also, I began talking about the lodge to them as I am Tasmanian born and raised. Lemonthyme lodge has always been a special place to me. In all the years it has been there I visited it as often as possible. I watch the place being build and enjoyed eating dinner in the main dinning room. But due to unforeseen circumstances each time I went to stay there it did not happen. Then due to work I moved to Sydney and therefore was not able to visit. This time I put contracts on hold as to make the time and eventually spend some long awaited time there. Our plan was to spend several days there then go pick up my dear old Mum and then return for a couple of days and the proceed to Hobart for several days before returning to Sydney. We both agreed to the ambiance created by the lodge and the area as well as the fireplace that is said to be going anytime you want a warm and relax with a drink and the one you love and create a pleasant memory for the years to come. This was dashed by some rude, arrogant individual to whom I did not know. I had seen him for the first time at breakfast when he took our order. He looked at us strange and was polite in a sarcastic way this made us feel uncomfortable to start with, then as we were eating he kept staring our way, then it dawned on me as my fiancé is Chinese and me being European does draw some attention at times. As the staff were busy and it was a cold morning the fire was out, I did not think of it being a problem, so I lit the fire for us all to sit by. Being such a large fire place I put about eight small pieces of wood on. We pulled a couch around to face the fire but a long way from the fire place so there was no reason there for any concern. Another couple were just introducing themselves and enjoying the fire when this particularly unsavoury person made his loud reprimanding questions followed by statements which were specifically to intimidate and humiliate us whilst exerting his authority. On approaching us the first question yelled at us, “Who lit my fire?” Followed by, ”Who put all that wood on my fire?” In answer to both his questions I said it was me. He then proceeded to chastise me in front of everybody. There was quite a few present, which seemed to spur him on, as he had an audience. He felt the need to proclaim his importance, to but the only person he impressed was himself. Everyone else was discussed. He then proceeded to state it was bad economy for him to have so much wood on the fire because it would mean that they would go thru the wood quicker than he wanted. The second put down was that he hurled my way was that I should be more conservation minded and start doing the right thing via the environment and not burn so much wood. This riled me to point where I raised my voice back as I have been conservation minded all my life but also a practical person. I let him know that if there was a problem with there not being enough wood because I had used “so much” I would cut him some more to replace it. We also enquired about where there would be a large log put on at night time. This was because when I used to come there was always a 36 inch log on the fire and it was a great sight to see. He then told us quite rudely that that’s not done anymore because it was a waist of money and easier for them because they would not have to move the logs. I then offered that if there was one about that I would help move it and one of the other male guests also agreed to help if necessary. He then reprimanded us and said that he couldn’t allow guests to move logs. The four guests by the fire as well as guests still present at tables in the dinning room at the time of the incident were appalled by the behaviour of this person to the point that people on finishing their food came over to where my Fiancé and I were still sitting on the couch in shock at this totally unneeded display, which can be found in a third rate pub in the back streets of some where in England. He should be not running a class establishment such as Lemonthyme. The way he carried on he intimidated the other couple so much they went and stood outside in the cold until they were sure he was gone, then they came back and said that this was enough for them they were going to leave, as the atmosphere had been totally destroyed for them, and that by no means would they recommend the lodge to anyone whilst this person is the manager, and unfortunately we are of the same opinion as are a lot of others of whom have encountered this person, both the guests that were there whilst we were and others before have complained. We also found out from another guest about the disgusting way he treated the staff and language used toward the staff which was overheard by the two guests standing by the heater outside the kitchen door in the corner. This type of person has no place in the hospitality industry except maybe driving a dishwasher
Glen the one who greeted us the night before would be able to enlighten you as with us most people took their complaints to him, as we did as well. He apologised and tried to calm us down and we then decided not to leave straight away.
In the conversations that followed with other guests there were several suggestions made. One of which was that unless this manager is removed we would put a warning notice on the internet against the lodge and also advertising against the lodge, warning people about the service that comes from the managing staff if they were to spend time there.
Reflecting back to where we arrived’ if I was serious of salvaging what is left of the lodges good reputation, the person to be running the show would be Glen on the front desk. He displayed all the attributes necessary to maintain the service the lodge has been renowned for previously. He can cook brilliantly, he has the clerical and people handling skills and the most important attribute, he has the ability to think of the little things that are appreciated by people all without any prompting. He was able to calm us down and make the rest of our stay much better. Without his service and his ability to go beyond what is necessary our stay would have been much shorter and much more tainted. I and my fiancé would really like to recommend him for the management position. After twenty years in the hospitality industry, covering both front of house as well as Al la carte trained Chef, and my Fiancé is a professional caterer and an Event Manager. We know what good service is and can see the attribute needed for a good manager and we believe that Glen is the right man. We also noticed that the actual manager never even introduced himself and therefore we don’t actually know his name. We know that he is English and had a daughter that is also there with him. This also shows that he is not there to serve the customers. He seemed to be there and just doing his duty and nothing more. He never made an effort to make us feel at home until he found out that we were upset.
I hope you take this situation seriously as I assure you we are the seven hundred dollars it cost for the two nights was not the major issue but when one spends money one expects to some value for money not leaving totally disappointed. On a personal note I was also disappointed because I had been raving on about the place to my fiancé for several months and this was all destroyed.
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