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Fiona S
Hygiene issues, misleading food descriptions and poor complaint handling,
Aspire Lounge - Edinburgh Airport的点评
点评：Our most recent visit to the Aspire Lounge will definitely be our last.
The visit started well enough. Check-in was straightforward and we were given a lovely booth to sit in. Unfortunately, things quickly went downhill.
The coffee machine wasn't working, and after reporting it I had to ask a second time before anyone came to look at it. A member of staff with long red hair eventually appeared and identified that the milk feed was blocked. I was utterly shocked when she proceeded to clear the blockage using her bare finger. She then made a cappuccino and offered it to me.
Assuming this was simply a test cup following the repair, I asked for a fresh one. Her response was, "My fingers are clean."
I'm sorry, but regardless of how clean someone believes their hands to be, using your bare finger to clean food equipment and then immediately serving a drink from that machine is completely unacceptable.
The next issue was the food. We ordered an item from the menu described as "chicken breast pieces coated in a crispy breadcrumb." What arrived at our table were quite clearly cheap, reconstituted chicken nuggets in batter. They were certainly not chicken breast pieces as advertised. If you're charging extra for menu items, customers should receive what is actually described on the menu.
Following the visit, I submitted a complaint covering both the hygiene concerns and what I consider to be misleading product descriptions. After having to chase for a response myself, I eventually received what can only be described as a dismissive reply. I was told the hygiene issue would be discussed with the staff member concerned and fed back to the Food & Beverage Manager for review. I was then advised to contact Priority Pass because I had booked lounge access through them.
This completely misses the point. I didn't purchase the food from Priority Pass. Aspire supplied the food, Aspire described it on the menu, and Aspire employed the member of staff responsible for the hygiene issue. Referring me elsewhere felt like an attempt to pass the buck rather than address legitimate concerns.
The general food quality in the buffet section is basic. Every time we go it’s the same thing on repeat.
Being ignored at the bar is another common theme as well.
Whether I paid £40 or £5 for access is irrelevant. Customers should be able to expect basic food hygiene standards and confidence that food advertised on a menu is actually what they are served.
Unfortunately, the lounge management's response was every bit as disappointing as the experience itself.
The visit started well enough. Check-in was straightforward and we were given a lovely booth to sit in. Unfortunately, things quickly went downhill.
The coffee machine wasn't working, and after reporting it I had to ask a second time before anyone came to look at it. A member of staff with long red hair eventually appeared and identified that the milk feed was blocked. I was utterly shocked when she proceeded to clear the blockage using her bare finger. She then made a cappuccino and offered it to me.
Assuming this was simply a test cup following the repair, I asked for a fresh one. Her response was, "My fingers are clean."
I'm sorry, but regardless of how clean someone believes their hands to be, using your bare finger to clean food equipment and then immediately serving a drink from that machine is completely unacceptable.
The next issue was the food. We ordered an item from the menu described as "chicken breast pieces coated in a crispy breadcrumb." What arrived at our table were quite clearly cheap, reconstituted chicken nuggets in batter. They were certainly not chicken breast pieces as advertised. If you're charging extra for menu items, customers should receive what is actually described on the menu.
Following the visit, I submitted a complaint covering both the hygiene concerns and what I consider to be misleading product descriptions. After having to chase for a response myself, I eventually received what can only be described as a dismissive reply. I was told the hygiene issue would be discussed with the staff member concerned and fed back to the Food & Beverage Manager for review. I was then advised to contact Priority Pass because I had booked lounge access through them.
This completely misses the point. I didn't purchase the food from Priority Pass. Aspire supplied the food, Aspire described it on the menu, and Aspire employed the member of staff responsible for the hygiene issue. Referring me elsewhere felt like an attempt to pass the buck rather than address legitimate concerns.
The general food quality in the buffet section is basic. Every time we go it’s the same thing on repeat.
Being ignored at the bar is another common theme as well.
Whether I paid £40 or £5 for access is irrelevant. Customers should be able to expect basic food hygiene standards and confidence that food advertised on a menu is actually what they are served.
Unfortunately, the lounge management's response was every bit as disappointing as the experience itself.
翻译：我们最近一次光顾Aspire休息室，也注定是最后一次了。
起初一切还算顺利。办理登记手续很简单，我们还得到了一个很不错的座位。可惜，情况很快就不妙了。
咖啡机无法使用，我在报告这个问题后，又再三催促才有人前来查看。最后，一位留着红色长发的工作人员出现，确认是牛奶供应管道堵塞了。当她直接用手指去清理堵塞物时，我惊呆了。接着她制作了一杯卡布奇诺并递给我。
我原以为那只是维修后用来测试的杯子，于是请求换一杯新的。她的回应是：“我的手指很干净。”
很抱歉，但不管一个人觉得自己的手有多干净，用手指去清理食品设备后立刻用那台机器制作饮料，这种行为是完全不可接受的。
接下来的问题就是食物了。我们点了一份菜单上描述为“裹有酥脆面包屑的鸡胸肉块”的菜品。然而送到我们桌上的显然是价格低廉、由碎鸡肉重新加工而成的裹面糊鸡块。它们绝对不是菜单上所说的鸡胸肉块。如果餐厅对某些菜品收取额外费用，顾客理应得到与菜单描述相符的食物。
此次用餐之后。我提交了投诉，内容涉及卫生问题以及我认为具有误导性的产品描述。在我多次催促后，才收到了一则只能用“敷衍了事”来形容的回复。对方称会与相关工作人员讨论卫生问题，并将结果反馈给餐饮经理审核。此外，他们还建议我联系Priority Pass，因为我是通过该服务预订的贵宾室使用权。
但这完全没有切中要点。我并没有从Priority Pass那里购买食物。是Aspire提供了食物，Aspire也在菜单上对食物进行了描述，而且负责食品卫生的员工也是由Aspire雇佣的。他们把我转介给别处，感觉更像是在推卸责任，而非切实解决我提出的合理问题。
自助餐区的食物质量整体而言很一般。每次去都是同样的菜品反复出现。
在酒吧里被忽视也是常有的事。
无论我是花了40英镑还是5英镑来获得入场资格，这都无关紧要。顾客理应能期待基本的食品卫生标准，也能确信菜单上所宣传的食品确实就是他们所享用的。
遗憾的是，休息室管理方的回应与实际体验一样令人失望。
起初一切还算顺利。办理登记手续很简单，我们还得到了一个很不错的座位。可惜，情况很快就不妙了。
咖啡机无法使用，我在报告这个问题后，又再三催促才有人前来查看。最后，一位留着红色长发的工作人员出现，确认是牛奶供应管道堵塞了。当她直接用手指去清理堵塞物时，我惊呆了。接着她制作了一杯卡布奇诺并递给我。
我原以为那只是维修后用来测试的杯子，于是请求换一杯新的。她的回应是：“我的手指很干净。”
很抱歉，但不管一个人觉得自己的手有多干净，用手指去清理食品设备后立刻用那台机器制作饮料，这种行为是完全不可接受的。
接下来的问题就是食物了。我们点了一份菜单上描述为“裹有酥脆面包屑的鸡胸肉块”的菜品。然而送到我们桌上的显然是价格低廉、由碎鸡肉重新加工而成的裹面糊鸡块。它们绝对不是菜单上所说的鸡胸肉块。如果餐厅对某些菜品收取额外费用，顾客理应得到与菜单描述相符的食物。
此次用餐之后。我提交了投诉，内容涉及卫生问题以及我认为具有误导性的产品描述。在我多次催促后，才收到了一则只能用“敷衍了事”来形容的回复。对方称会与相关工作人员讨论卫生问题，并将结果反馈给餐饮经理审核。此外，他们还建议我联系Priority Pass，因为我是通过该服务预订的贵宾室使用权。
但这完全没有切中要点。我并没有从Priority Pass那里购买食物。是Aspire提供了食物，Aspire也在菜单上对食物进行了描述，而且负责食品卫生的员工也是由Aspire雇佣的。他们把我转介给别处，感觉更像是在推卸责任，而非切实解决我提出的合理问题。
自助餐区的食物质量整体而言很一般。每次去都是同样的菜品反复出现。
在酒吧里被忽视也是常有的事。
无论我是花了40英镑还是5英镑来获得入场资格，这都无关紧要。顾客理应能期待基本的食品卫生标准，也能确信菜单上所宣传的食品确实就是他们所享用的。
遗憾的是，休息室管理方的回应与实际体验一样令人失望。
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