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Ângela K
⭐ 1 Star – Extremely disappointing and upsetting experience
海利根花园的点评
点评：Unfortunately, our visit was extremely disappointing and upsetting from start to finish. There were serious concerns regarding health and safety, animal welfare, cleanliness, food quality and customer service, which ultimately left us so distressed that we had to leave early.
The most serious incident involved our dog. While staff were cutting down branches with visitors nearby, there were no warning signs, barriers or apparent measures to keep people and animals at a safe distance. A branch fell and struck our dog. At the time, we did not realise the extent of the injury, but after leaving the venue we discovered a cut on their head. This was particularly concerning because our dog has immune-mediated thrombocytopenia (IMT) and is taking immunosuppressant medication, making any injury or potential infection especially worrying.
What made the situation even more upsetting was that, after the branch had fallen and struck our dog, the member of staff continued cutting the branch down while our dog was still in the vicinity. We would have expected staff to stop, check that the area was safe and ensure that the injured animal was out of harm’s way before continuing. The incident could easily have resulted in a much more serious injury to a visitor, child or animal.
We understand that this is an outdoor venue and that unexpected things can happen. However, when a branch has fallen and struck an animal, we would expect appropriate safety precautions, compassion and concern rather than having the situation dismissed. When we spoke to the manager and asked for our money back, we were told, “We can’t help it, it’s an outdoor venue.” We found this response extremely disappointing and felt that it failed to acknowledge the seriousness of what had happened.
We were also very concerned about animal welfare. Between approximately 3:15 pm and 4:00 pm, we observed a man with a Spaniel repeatedly allowing his dog to worry the poultry. The birds were clearly being disturbed, yet there were no members of staff present to intervene or ask the owner to move away. We would have expected staff to actively protect the welfare of the animals.
There were also other health and safety concerns. We found a hanging light fitting lying on the floor, creating a clear trip hazard and potential electric shock risk, particularly in an area accessible to members of the public. This should have been made safe immediately.
The toilets were absolutely filthy and unhygienic. My autistic daughter ended up with dirty trousers after using them, which caused her significant distress. She became so upset that we ultimately had to leave the venue early.
Our experience with the café staff was equally disappointing. We politely asked what ingredients were in the Chicken Caesar Salad because my autistic daughter needs to know exactly what is in her food. Rather than being helpful, we were told that the ingredients were displayed on the menu, despite the information we were looking for not actually being provided. We found the response dismissive and lacking in understanding or basic courtesy.
What particularly concerned us was being told that staff needed to be made aware that we were asking about the food because of my daughter’s autism. Why should it matter who we were asking for? Anyone should be able to ask what is in their food without having to justify why they are asking. Customers should receive the same basic level of courtesy and information regardless of whether they disclose a disability or any other personal circumstance.
The food itself was also extremely poor. The menu did not appear to reflect what was advertised on the website, and the quality of the food we received, including the children’s meal, was extremely disappointing and unappetising. Even our Labrador refused to eat the leftovers.
Overall, the cleanliness, customer service, food quality, animal welfare and health and safety standards fell well below what we expected.
What should have been an enjoyable family day out instead became an upsetting experience. Our dog was struck by a falling branch and was later found to have a cut on their head, which was particularly concerning given their IMT and immunosuppressant medication. Our daughter became extremely distressed by the condition of the toilets, we witnessed concerning treatment of poultry, we encountered potential health and safety hazards, the food was poor, and our concerns were met with dismissive customer service.
We left extremely disappointed and upset. Management seriously needs to review the safety procedures, cleanliness standards, food quality, animal welfare arrangements and, most importantly, the way customers’ concerns and additional needs are handled.
Based on our experience, we will not be returning and cannot recommend this venue.
The most serious incident involved our dog. While staff were cutting down branches with visitors nearby, there were no warning signs, barriers or apparent measures to keep people and animals at a safe distance. A branch fell and struck our dog. At the time, we did not realise the extent of the injury, but after leaving the venue we discovered a cut on their head. This was particularly concerning because our dog has immune-mediated thrombocytopenia (IMT) and is taking immunosuppressant medication, making any injury or potential infection especially worrying.
What made the situation even more upsetting was that, after the branch had fallen and struck our dog, the member of staff continued cutting the branch down while our dog was still in the vicinity. We would have expected staff to stop, check that the area was safe and ensure that the injured animal was out of harm’s way before continuing. The incident could easily have resulted in a much more serious injury to a visitor, child or animal.
We understand that this is an outdoor venue and that unexpected things can happen. However, when a branch has fallen and struck an animal, we would expect appropriate safety precautions, compassion and concern rather than having the situation dismissed. When we spoke to the manager and asked for our money back, we were told, “We can’t help it, it’s an outdoor venue.” We found this response extremely disappointing and felt that it failed to acknowledge the seriousness of what had happened.
We were also very concerned about animal welfare. Between approximately 3:15 pm and 4:00 pm, we observed a man with a Spaniel repeatedly allowing his dog to worry the poultry. The birds were clearly being disturbed, yet there were no members of staff present to intervene or ask the owner to move away. We would have expected staff to actively protect the welfare of the animals.
There were also other health and safety concerns. We found a hanging light fitting lying on the floor, creating a clear trip hazard and potential electric shock risk, particularly in an area accessible to members of the public. This should have been made safe immediately.
The toilets were absolutely filthy and unhygienic. My autistic daughter ended up with dirty trousers after using them, which caused her significant distress. She became so upset that we ultimately had to leave the venue early.
Our experience with the café staff was equally disappointing. We politely asked what ingredients were in the Chicken Caesar Salad because my autistic daughter needs to know exactly what is in her food. Rather than being helpful, we were told that the ingredients were displayed on the menu, despite the information we were looking for not actually being provided. We found the response dismissive and lacking in understanding or basic courtesy.
What particularly concerned us was being told that staff needed to be made aware that we were asking about the food because of my daughter’s autism. Why should it matter who we were asking for? Anyone should be able to ask what is in their food without having to justify why they are asking. Customers should receive the same basic level of courtesy and information regardless of whether they disclose a disability or any other personal circumstance.
The food itself was also extremely poor. The menu did not appear to reflect what was advertised on the website, and the quality of the food we received, including the children’s meal, was extremely disappointing and unappetising. Even our Labrador refused to eat the leftovers.
Overall, the cleanliness, customer service, food quality, animal welfare and health and safety standards fell well below what we expected.
What should have been an enjoyable family day out instead became an upsetting experience. Our dog was struck by a falling branch and was later found to have a cut on their head, which was particularly concerning given their IMT and immunosuppressant medication. Our daughter became extremely distressed by the condition of the toilets, we witnessed concerning treatment of poultry, we encountered potential health and safety hazards, the food was poor, and our concerns were met with dismissive customer service.
We left extremely disappointed and upset. Management seriously needs to review the safety procedures, cleanliness standards, food quality, animal welfare arrangements and, most importantly, the way customers’ concerns and additional needs are handled.
Based on our experience, we will not be returning and cannot recommend this venue.
翻译：很不幸，我们的参观从始至终都令人极其失望且心烦意乱。在健康与安全、动物福利、卫生状况、食品质量以及客户服务方面都存在严重问题，这些情况让我们倍感焦虑，最终不得不提前离开。
最严重的一件事涉及到我们的狗。当时工作人员正在修剪树枝，周围还有游客；然而现场没有任何警示标志、隔离栏，也没有任何措施来确保人与动物之间保持安全距离。一根树枝掉下来砸到了我们的狗。当时我们并未意识到伤势有多严重，但在离开现场后才发现它的头上有一道伤口。这让我们格外担忧，因为我们的狗患有免疫介导性血小板减少症（IMT），正在服用免疫抑制剂，任何伤口或潜在的感染对它来说都极其危险。
更令我们心烦的是，在那根树枝掉下来砸到我们的狗之后……那名工作人员继续砍断树枝，而我们的狗当时仍在附近。我们本期望工作人员能停下来，确认该区域安全，并确保那只受伤的动物远离危险地带后再继续作业。此次事件极有可能导致游客、儿童或动物受到更严重的伤害。
我们明白这是一个户外场所，意外情况时有发生。然而，当树枝掉落并击中了动物之后……我们期望能采取适当的安全预防措施，并体现出同情与关怀，而不是对这种情况置之不理。当我们与经理交涉并要求退款时，得到的答复是：“我们无能为力，因为这是一个户外场所。”这一回应让我们极为失望，它显然没有认识到所发生事件的严重性。
我们也对动物福利问题深感担忧。大约在下午3点15分至4点之间。我们看到一名男子带着他的斯派尼尔犬，任由狗狗去骚扰家禽。那些家禽显然受到了惊扰，但现场却没有任何工作人员出面干预，也没有要求狗主人带狗离开。我们原以为工作人员会积极保护动物的福利。
此外，还存在其他健康与安全方面的隐患。我们发现有一个吊灯掉落在地上，这显然会造成绊倒危险，还有可能引发触电风险。尤其是在公众可以进入的区域。这里本应立即采取安全措施。
厕所极其脏乱且不卫生。我的自闭症女儿使用过后，裤子上沾满了污渍，这让她极为苦恼。她难过到我们最终不得不提前离开场馆。
我们对咖啡馆服务员的体验也同样令人失望。我们礼貌地询问鸡肉凯撒沙拉里都包含哪些配料，因为我患有自闭症的女儿需要确切知道自己所吃的食物成分。然而，我们得到的回应却是配料信息早已列在菜单上——可实际上我们想要的信息根本并未提供。我们认为这种回应态度冷漠，既缺乏理解心也违背了基本的礼貌。让我们特别不安的是，我们被告知必须让工作人员知道：我们询问食物相关信息是因为我女儿患有自闭症。可询问的对象是谁又有什么关系呢？任何人都应该可以询问食物的成分，而无需解释自己为何要问。无论顾客是否透露自己有残疾或其他个人情况，都应获得同等程度的礼遇与信息。
至于食物本身，质量也极其糟糕。菜单上的菜品似乎与网站上宣传的不符，我们收到的食物——包括儿童餐——质量极其糟糕且毫无食欲。就连我们的拉布拉多犬也拒绝吃剩下的食物。
总体而言，这里的清洁程度、服务水平、食品质量、动物福利以及健康安全标准都远远低于我们的预期。
本应是一次愉快的家庭出游，结果却变成了一次令人不快的经历。我们的狗被掉下来的树枝击中，后来发现它头上有一道伤口。考虑到它正在服用免疫抑制药物，这一情况尤其令人担忧。我们的女儿对卫生间的状况感到极为不安；我们还目睹了对待家禽的不当方式，也遇到了一些潜在的健康与安全隐患。食物质量也很差，而我们的担忧却只换来了客服的漠不关心与敷衍了事。
我们带着极大的失望与沮丧离开了。管理层亟需重新审视安全流程、卫生标准、食品质量、动物福利措施，而最重要的是——处理顾客投诉及额外需求的方式。
根据我们的体验，我们不会再次光顾，也无法推荐这家场所。
最严重的一件事涉及到我们的狗。当时工作人员正在修剪树枝，周围还有游客；然而现场没有任何警示标志、隔离栏，也没有任何措施来确保人与动物之间保持安全距离。一根树枝掉下来砸到了我们的狗。当时我们并未意识到伤势有多严重，但在离开现场后才发现它的头上有一道伤口。这让我们格外担忧，因为我们的狗患有免疫介导性血小板减少症（IMT），正在服用免疫抑制剂，任何伤口或潜在的感染对它来说都极其危险。
更令我们心烦的是，在那根树枝掉下来砸到我们的狗之后……那名工作人员继续砍断树枝，而我们的狗当时仍在附近。我们本期望工作人员能停下来，确认该区域安全，并确保那只受伤的动物远离危险地带后再继续作业。此次事件极有可能导致游客、儿童或动物受到更严重的伤害。
我们明白这是一个户外场所，意外情况时有发生。然而，当树枝掉落并击中了动物之后……我们期望能采取适当的安全预防措施，并体现出同情与关怀，而不是对这种情况置之不理。当我们与经理交涉并要求退款时，得到的答复是：“我们无能为力，因为这是一个户外场所。”这一回应让我们极为失望，它显然没有认识到所发生事件的严重性。
我们也对动物福利问题深感担忧。大约在下午3点15分至4点之间。我们看到一名男子带着他的斯派尼尔犬，任由狗狗去骚扰家禽。那些家禽显然受到了惊扰，但现场却没有任何工作人员出面干预，也没有要求狗主人带狗离开。我们原以为工作人员会积极保护动物的福利。
此外，还存在其他健康与安全方面的隐患。我们发现有一个吊灯掉落在地上，这显然会造成绊倒危险，还有可能引发触电风险。尤其是在公众可以进入的区域。这里本应立即采取安全措施。
厕所极其脏乱且不卫生。我的自闭症女儿使用过后，裤子上沾满了污渍，这让她极为苦恼。她难过到我们最终不得不提前离开场馆。
我们对咖啡馆服务员的体验也同样令人失望。我们礼貌地询问鸡肉凯撒沙拉里都包含哪些配料，因为我患有自闭症的女儿需要确切知道自己所吃的食物成分。然而，我们得到的回应却是配料信息早已列在菜单上——可实际上我们想要的信息根本并未提供。我们认为这种回应态度冷漠，既缺乏理解心也违背了基本的礼貌。让我们特别不安的是，我们被告知必须让工作人员知道：我们询问食物相关信息是因为我女儿患有自闭症。可询问的对象是谁又有什么关系呢？任何人都应该可以询问食物的成分，而无需解释自己为何要问。无论顾客是否透露自己有残疾或其他个人情况，都应获得同等程度的礼遇与信息。
至于食物本身，质量也极其糟糕。菜单上的菜品似乎与网站上宣传的不符，我们收到的食物——包括儿童餐——质量极其糟糕且毫无食欲。就连我们的拉布拉多犬也拒绝吃剩下的食物。
总体而言，这里的清洁程度、服务水平、食品质量、动物福利以及健康安全标准都远远低于我们的预期。
本应是一次愉快的家庭出游，结果却变成了一次令人不快的经历。我们的狗被掉下来的树枝击中，后来发现它头上有一道伤口。考虑到它正在服用免疫抑制药物，这一情况尤其令人担忧。我们的女儿对卫生间的状况感到极为不安；我们还目睹了对待家禽的不当方式，也遇到了一些潜在的健康与安全隐患。食物质量也很差，而我们的担忧却只换来了客服的漠不关心与敷衍了事。
我们带着极大的失望与沮丧离开了。管理层亟需重新审视安全流程、卫生标准、食品质量、动物福利措施，而最重要的是——处理顾客投诉及额外需求的方式。
根据我们的体验，我们不会再次光顾，也无法推荐这家场所。
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