Over lunch yesterday a friend recounted her recent experience in an airport lounge: the kind you get access to for a fee or as a perk. Anyway, she and her husband were greeted at the door with “you can’t get in here without a booking”. No hello, no good morning or how are you today? Very off-putting especially as the lounge turned out to be empty.

I had the joy of being in Elie at the weekend and heading to our favourite Inn I had a similar encounter. I had no sooner asked for a table than the young host shouted “you can drink but no food”!

No smile, no welcome back, no take a seat.

My friends were walking away disappointed as I decided to ask why. The kitchen has a rest between 3 and 5pm I was told with a righteous air. Well everyone requires downtime I agreed however looking at my watch, I discovered it was only 2.45. Plenty of time I ventured enthusiastically for us to choose a quick soup and a sandwich and still allow the kitchen their time off.

I swear I could hear his teeth grinding. Our choices were delivered by 2.55 and all were happy except our thwarted host. Not the owner I surmised.

Is it really a hospitality training challenge to be greeted with a smile, and a welcome after which we can happily be told about the rules of engagement?

Have we become a charmless nation? I do hope not.

What are your experiences?