The Trent Port — Restaurant in Bassetlaw

Many problems when arrived, ordered food to table, items on menu not appearing in search online, entered 1st time user code of 25% off,once all food selected. Got to pay screen said had paid everything vanished. No way to reorder and use the discount code. Went to bar had to reorder so had to queue as only 1 member staff to serve drinks and take food orders. Explained problem to said staff was confused so put through again and manual discount applied. Told 45 min wait on food, mine was carvery, meat was down to last little bit 1 serving. Monumental amounts of pots veg and everything else just no meat I got last. Over hour later waiting children hungry getting upset my wife's guests (her birthday) getting annoyed food is so late baby no longer wanted to eat as so fed up waiting. The shining part of story came on form of young lady called Maddie, she was helpful and playful with boys she tried hard to make them happy. She brought ice-cream and extra bowl with toppings. She continued to ask if we needed anything and was so attentive. She made the whole experience better. Not great as we have been walk in customers for a long time but not in a year things need revamping but with more like Maddie the experience is good.

Had contact from management apologies have been given, and a satisfactorily solution been given. More than happy to amend review on my next visit. Thanks from us to you.😁

Update 2nd visit 26/10/24

Well what a difference this visit was greeted at door with smiley faces, the atmosphere was immediately warmer with an inviting feel. And staff was busy. Shown to our table and think menu may of been different, but the faves was still there, scampi, huge burgers and of course the carvery. Ordered drinks at the bar and Kirsty was serving us. She was very polite and very well spoken, she was comforting in her knowledge on how to apply the voucher we received to make good our last trip. She made sure we was properly satisfied and made sure we was happy with order. Fodd did not take anywhere close to the previous visit and it was like a whole new show the manager Kirsty obviously knows how to run a tight ship, making ours and the fully packed restaurant guests enjoyable. The food was amazing the baby loved the scampi as did our infant and wife. Dad and sis had burger OMG these things was huge so juicy and succulent, to much for sis to finish. And me the birthday boy was content my gammon was gawjus not salty not fatty, not greasy. So many veg and pots are amazing huge crunchy tho a man with few teeth I could not enjoy all. Once again I would love to thank Kirsty and all her staff for a brilliant meal, and will certainly return and recommend...

5* All Establishments should Address Issues like Trentport Did!!*

As fairly regular visitors we have never really been disappointed until a visit in January. To clarify, this is less about the issues experienced that day but more about the way it was dealt with afterwards!

On that visit we ordered our food and compromised on that and then when it came it wasn't at all as it should've been! We returned our food to the servery and asked them to rectify it. However, after 10 minutes I realised no replacements were forthcoming so I approached the staff and enquired as to what was happening as I wasn't entirely sure we had made it clear that we did actually want the meals replacing. We obviously hadn't because we could see the kitchen member responsible behaving in an unprofessional manner when the bar member queried it and when the bar member returned, they apologised and said they would remedy this straight away. However, by this time we had lost the will and opted for a refund. As we left we were really miffed as this was not our usual experience over our years of visiting. So, I submitted a complaint detailing everything.

WOW!! What a response! Within 1 hr of my complaint Stonehouse had responded and the Manager called me directly within 24hrs to discuss the issues and confirm that the staff had been spoken to for clarity of the situation. The manager couldn't apologise enough for our poor experience on this occasion and suggested a resolution. We actually felt like we were valued customers after all! We decided this was more than fair and visited again 3 weeks later. I am pleased to say that the visit was spot on and that all parties involved were more than happy with the outcome of our return visit. Needless to say we know it was just a blip, a one off and that our visits have resumed as normal. Except for that one occasion, we have never experienced anything but a warm welcome, friendly service and great food and long may that continue! But a massive thanks to all those concerned for the way this was addressed and resolved- they know...

The special requests I had included when I booked the table were accommodated, which was great. Getting in and getting seated was quick and easy. The table and chairs and general environment was clean, fresh and cosy. The menu was good and the prices very reasonable; I was particularly impressed to find the option of a baby bowl with the carvery so my nine month old son was able to enjoy his first carvery meal! The gammon was delicious. The only downsides were: The place was extremely hot. Even taking into account that there is a carvery bench and a pizza oven in there and the doors were open, the place was unbearably hot and uncomfortable. I think the carvery lights were on too high as the vegetables were all very dry and crispy and the serving spoons were too hot to touch without first wrapping them in serviettes. The service at the bar was far too slow. There was only a single member of staff taking and then preparing all of the food and drink orders at 5pm and that person wasn’t particularly fast. There was a continual long queue for the bar the whole time we were there and at one point I had to wait for 5 people ahead of me to order and pay for their food and drinks, then wait for their drinks to be prepared, just to ask for a glass of tap water and a tea spoon for my baby. Given the three or four staff who were just wandering around the restaurant and standing chatting at the entrance door, this wasn’t...