We purchased a Groupon voucher for two sirloin steak dinners with wine at a price of £19, a bargain one would think!......upon arrival we were seated in the 'shabby' restaurant. Asked what we wanted to drink, the choice of wine was limited but acceptable ( unlike the price), my husband asked for a pint of beer... No option given, waitress turned and walked off...served with a pint of 'soapy' dirty water....or at least what it tasted like! Starters of Prawn cocktail at £4.45, a ridiculous tiny potion of hastily defrosted prawns on soggy salad set in the centre of a dinner plate, no bread, NO TASTE! The chicken liver pâté ordered for myself was unremarkable and seriously overpowered by the onion chutney, also seriously overpriced for portion. When ordering the mains, the steak offer, my husband ordered his steak 'blue' only to be told that this was not possible, the waitress was asked to find out, yes, he could have it blue but it would be cold on the inside!!! He opted for rare in that case, but was seriously disappointed and had never come across this before - I ordered mine to be medium rare...the choice of sauces was stated on the voucher as peppercorn OR garlic sauce...only pepper available we were told! The steaks were tough and inedible, the 'salad' was limp and soapy tasting, the chips undercooked, however, the peppercorn sauce was nice!!! At a total cost of £35.90 for our meal overall, this was not acceptable - we asked to talk to the manager regarding out complaints, he was dismissive to the point of rude, insisting that they were always full with appreciative customers - we were told categorically we were entitled to our opinion and he walked away...we paid and left after informing him that we would be commenting on trip advisor, he said he would be responding.... I await that with anticipation.....overall I would,NOT be recommending this restaurant to any of my family or friends, both due to the food quality AND most of all the customer service and attitude. POOR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Panmure House Hotel is a family run hotel and as such enjoys a high level of repeat business from travellers and local people alike. The hotel is comfortable and certainly not 'shabby'.
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It does not purport to offer a gourmet restaurant experience but rather to provide good wholesome fare at a price people can afford.
The bar is well stocked and several draught beers are on offer at all times. These are clearly labelled and visible to customers, and all staff are familiar with the bar products and are available to brief and advise the customers if asked.The customer made no complaint about the beer at the time nor about the wine consumed in addition.
The Prawn Cocktail was served in a standard way in a normal sized portion. The salad being provided to the hotel was pre-washed and dried and therefore not wet. Bread is not served as standard but could have been requested if desired.
The description of the chicken liver pate as 'unremarkable' is not understood but smacks of the type of jargon used by restaurant reviewers writing in the press. No complaint was made at the time.
Blue steak is potentially hazardous but will be provided at this hotel as a special request. However such steak by its very nature is uncooked inside and therefore in cooking terms 'cold' and it is part of the hotel's customer care policy to make sure the customer is aware of that situation. A total number of 17 steaks, all from the same batch, were served that evening and no other complaints were received. In fact, several people were complimentary, specifically about the steak.
Despite the customer's stated dissatisfaction, the meals were consumed in full and complaints were only notified after all the food had been eaten. At one point the waitress enquired if everything was satisfactory but was rudely rebuffed without being given a response.
I am the owner of the business and not just the manager as referred. I responded immediately to the complainer who from the outset was unreasonable and not amenable, choosing instead to threaten a report to Trip Advisor.
The complaints have been fully considered and are not accepted as valid or reasonable.
It is clear the customer's expectations were unrealistic in relation to a steak dinner including a glass of wine offered at a special price of £9.50 per person. Bespoke gourmet eating is simply not available anywhere for that price.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.