We ordered our meals, I had the duck and it came with rice. Both the duck and rice were overcooked, the duck was inedible. When the waitress asked how things were I told her, she became hostile and threw her arms in the air (again). I then asked for a manager, Terry came by, I explained about the food and requested the duck be take off my bill. Then, as “he looked down his nose at me” said ok. He immediately returned with bill (I guess I was being told to leave and not try the dessert). I then asked if there was a manager above him.
We stayed at the Brae Loch as one of our stops across the state. Definitely enjoyed our stay there and will be going back. An Inn with a warm feeling about it and love the décor. Room was very nice. Food was very good. Had seafood buffet and it was awesome. would highly recommend a visit there
Then our waitress asked if we were ready to order drinks, I said not yet and it seemed to confuse her. When she came back I asked about a beer menu, she knew nothing about the beer that was available. So, I looked at the wine menu and ordered wine. The waitress on her third visit took our orders and for the third time patted my arm. I then told her, “we are not friends, stop touching me”, she got upset, started to yell at me and threw her hands up in the air. So, I asked for a manager. I explained the waitresses’ actions with the beer and her touching me and my request to stop being touched. The manager said, “she’s been with us for 35 years and never had a complaint”, I said she has one now. (Now this manager wasn’t old enough to have been with Brae Loch for 35 years).
Before the last manager came, the waitress asked I f she could take the bill, I said no, she threw her hands up in the air ( for the third time) and left. When the final manager came by, I explained how horrible the whole experience was and all he could say was “I’m sorry”, I also told him I would be putting my review on google, yelp and trip advisor. Then I handed him the money for the bill and we left.
It's like being transported back in time to an old style Scottish Inn without sacrificing any modern comforts. Warm greetings, warm fires, delicious food, and an amazing selection of scotch. Accommodations and service were above expectations. Definitely a gem worth re-visiting as frequently as possible.
This was my family's first visit to the Brae Loch Inn and it happened to be for Easter Brunch. The variety and quality of the food definitely met my expectations and I was please that both breakfast & lunch cuisine were served, as some brunch menus only serve one or the other. The one issue we did have was the location and lighting for our table. Had I been familiar with the Brae Loch, I would have requested a table upstairs where it was light and airy. Unfortunately our table was downstairs in the tavern section. We were stuck over in a corner where the server's station was, and the lighting was so poor, we literally could not see our food - no exaggeration . My husband requested an additional candle for our table but it didn't help much. It was ridiculous! Service was somewhat limited, but I imagine the servers must have been very busy due to the holiday crowd. I felt the price of $27 per person was fair for the variety of food served, but I felt that it should have included coffee & tea. I had to pay $3 extra for a cup of tea. Overall, I enjoyed the meal and would return upon confirmation that I get an upstairs table.
One star because I can't give zero -
So, if you like bad lighting, overcooked and overpriced food and a host who thinks he's better than everybody else, the Brae Loch is for you.
My wife and I decided to Brae Loch Inn, it was a mistake. We got seated in front of an unused fireplace with very bad lighting. I noticed an oil lamp on the mantel and asked our waitress if the lamp could be lit, Terry the host who sat us came by with a “lantern” that didn’t help and said in a condescending voice, “here, this should help”.
- My response to the owner - thanks for making me feel I was wrong in in my comments. It's nice to know that the customer is never right and your staff is never wrong..
I was there for a wedding. Overall it was very nice, though the food/service was somewhat disorganized- my food was a bit cold by the time I got it. I'm sure some of this was the fault of the wedding planning (and 70 guests), but still. Otherwise, the Brae Loch is very clean, warm and welcoming.
Brae Loch Inn is a US Lodging based in Cazenovia, New York. Brae Loch Inn is located at 5 Albany St, Cazenovia, NY 13035, USA.
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