As a favourite restaurant of myself and my family we decided to book for a christmas meal. As we dine here alot we know what to expect but this visit was terrible. When we arrived we had already pre ordered our meals so we thought things would be simple... First we were told that some of our pre ordered starters (the pate) were no longer available as they had run out and no one had ordered anymore in, unacceptable!! We waited in the bar area for half an hour before we had to ask a member of staff when we could go to our table. We had requested a certain table as we have children and wanted to be a little out of the way, we were not given this although we booked back in august! When we asked we were told that highchairs would not fit there although we have sat there a few times previously. No apology for this. There was no atmosphere at all in the restaurant, it certainly didnt feel like christmas, no music, no crackers, nothing! Which for the 23rd december was very dissapointing and we had ordered from the christmas party menu! Our starters were served almost immediately after we sat which we were happy about but then my dads did not arrive, we had to ask another 2 times for the pre ordered starter before it came. We had almost finished before he started his. Then the mains came, everyone but the children were served so we had to track down a member of staff to find out where their food was, we then had to ask again even though we had nearly finished our meals at this point, we waited a good 10 minutes for the childrens, had no apology on arrival of these meals. We were then presented with the childrens food on scorching hot plates, which for two 4 years olds after having to wait was not acceptable, they were very lucky they weren't burnt as I felt the plate first and warned them!! We told the waiter we weren't happy and he did nothing but walk away with no apology so we then had to transfer their food onto other plates almost burning ourselves in the process!! We were never table checked throughout the meal, everybody seemed to be avoiding us as they knew we weren't happy. My sisters duck was burnt but had no one to tell as no one came near! The waiter then returned and started to clear the table even though some of us hadn't finished which I find rude. We weren't offered a dessert menu. A young girl came to clear the table properly once we had finished and finally she asked how things had been, when we said about the poor service she never said a word and just walked away with no apology, again! I then went to the bar to speak to a manager only to be faced with the waiter who had served us all night and who was clearly not the manager! He barely said two words to me as I explained why we hadn't enjoyed our evening, we really don't like to complain but the service really was terrible, I could understand if they were busy but there was our table and 2 other tables in the entire restaurant!! We were very dissapointed and for the money we spent the service should have been alot better! Another problem, my parents had booked for new years eve and as they dine here on a weekly basis they were told they could order off the al a carte menu and not the set menu, then they were told they couldn't, then they were told they could, then finally when my mum called to find out what was going on they were told no so were forced to cancel their booking, when my dad spoke to the "manager" on arrival of our meal about news years eve, he said he would find out but never returned with an answer! Thus losing you potentially a good amount of money on that evening and possibly for the future. At the end of our evening the "manager/waiter" came over to finally apologise and told us he would take the childrens meals and 1 starter off the bill. This did not make up for the awful evening we had in The Gatehouse and it is safe to say that out of the 6 adults at our table none of us will be returning any time soon!! Also the cleanliness in the toilets was very poor!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.