Banff Lodge Customer Ignored, Sent to Chicken Inn

Home page cover background

Updated below

Here is a disturbing story from a Bulawayo resident, who had a nasty experience at a local restaurant.

[On the 22nd January 2016] I went to dine at The Deck at Banff Lodge. I arrived just after 8pm and sat at the bar. Some of my friends were already there and were having drinks. On arrival I requested a menu from the Bartender and he said a waiter would bring me one.

I continued chatting to my friends and 30 minutes into being there no waiter had brought me a menu neither had I been offered a drink menu. I asked again for a menu and the Bartender yet again said one would be brought. I kept looking up but non of the waiters were coming my way. Eventually after almost an hour had elapsed a waiter came to inform me the kitchen was closed.

At this point I was extremely annoyed and I stood up and went to the reception area where two white girls seemed too busy to assist me. When I eventually got their attention I told them I had had to wait for over an hour to be given a menu only to be told the kitchen was closed. To which one of the girls responded the kitchen is closed. I then exclaimed the only reason I was at Banff Lodge was to eat and the girl simply responded “Chicken Inn is still open go and eat there.”

While all this was happening the tables with white people had been served food.

I then left after being told to go to Chicken Inn.

Thanks for following up on my nasty experience.

If this indeed happened as narrated, it is something that should never happen again.

We have forwarded this to Banff Lodge for a response.


Update 4/2/16 – We have received a reply from Banff Lodge (in record time).

Thank you for forwarding this complaint onto us at Banff Lodge.  I have read this complaint and am horrified at this incident.  We are in the business of serving food and drinks, and it’s definitely not good business to either turn a customer away or to refer them elsewhere, wherever possible.

Please be assured that we are taking this complaint very seriously and all staff members involved will be disciplined.

I do hope that the customers involved in this are not put off coming back to our restaurant and I do hope that they can come in to our office to discuss this further, should they wish, and accept our apology.  No customer should ever be treated this way.

Kind regards

Banff Lodge Hotel

Lisa Dixon


Image © Tripadvisor