Toby Carvery Bolton — Restaurant in Bolton

I booked a Christmas party for 29 people. The person I originally booked with months before was lovely and assured me that the room was private and we would have until midnight . I gave him the run down of the entire night and exactly what we wanted. I went to the venue on a few occasions to pay deposits and balance etc. But each time I started to get a little more concerned that the staff did not seem to know how to deal with the booking. On the day of the booking, I was told at 5pm they did not have the correct amount of meals on the list I supplied, when I arrived the lady (manageress) ? Said we had not paid enough. I told her we had, and she simply said don't worry.. The whole building was very cold and the room was very cold, when I asked about the heating they said it had all gone off in the morning!. We had no electricity in the room so a gentlemen came in to try and help but said he doesn't work there, he was a customer!. Our speaker had to run his own extension lead out of our room and into the main room, the staff told us to warn our guests as they didn't have duck tape to secure the wire. Our starters were served in time. But we had to move our own plates so we could put our main meals down. The main meal was terrrible. We had to get fresh cutlery our selves. We again had to move our own plates after the main course as no one came to clear, we could not find any staff at all. One of our guests was then told that the bar would be shutting at 9.30pm. When I asked to speak to the manager she said she would have to speak to her superior as she would not be working till midnight and they have never served from the bar past 9.30pm. We were also told by the bar staff that if you book with day staff they don't know much about night bookings. The manager agreed to keep the bar open till 10.30pm. Then one of the bar staff came into the room and said please leave as soon as possible as we need to set up for tomorrow. This was at 11pm. We were not offered anything at all for the total utter shambles and terrible night. We actually paid for 29 people but we only had 27 attend . I have worked in quite a few restaurants. Ì have never in my life experienced anything like this ever. I have no words to express the disappointment. We have worked all year towards this for our lovely ladies and it's all been ruined. There were two staff (in uniform) who did there best to help and are not to blame for this joke of a night. There is much more I could add but I feel...

The worse experience I've ever had in a Toby Carvery - we won't be returning thats for sure!

Firstly we arrived just after 11am - we stood at the reception for a good 10/15mins patiently, there was no membership of staff in sight.

We made our own way to the restraunt, we was greeted by around 3/4 members of the team who looked at us in disgust. One asked, 'are you after the carvery' we replied 'yes'.

Her response was 'its not open for 30/45mins youll have to go to the bar' We made our way around to the bar, we waited a further 20mins for a member of staff to come around to the area and serve us.

A couple also walked in after 20mins and went to find a member of staff otherwise we would of waited there until someone decided they wanted to serve us.

The experience was terrible at this point and we contemplated leaving to go to Toby Cavery in Lytham St Anne's which we go most weeks and the service is always fantastic in there.

We got served for drinks, the lady said do you want unlimited refills or a bottle, we decided on unlimited refills, she passed my Wife two glasses and expected us to know the machine was back in the restraunt area.

The Cavery time had come, we was sat out of the way in a very dark part of the restraunt, bare in mind there was nobody in the restraunt at this time. I requested for us to be moved which the waitress huffed at us and eventually moved us.

We wasnt explained that you don't pay upfront and we was left to it.

We went upto the Cavery as the meats and veg was left out, stood there for another 10mins, nobody came. I had to knock on the kitchen door and ask a Chef to come and serve us.

While we was eating a number of queues built up waiting to be served and customers having the same experience over and over again. Having to knock on the kitchen to be served.

When we come to pay, the waitress never asked 'how was your food' just passed us the bill.

Honestly this is the worse managed Cavery in the North West.

I almost requested to speak to the Management but realised that it would probably fall on deaf ears so we left in a hurry.

We saw advertisement at the front of the reception for Weddings and my Wife turned to me and said can you imagine having a event in there!

I would like the Management to contact me to explain why the service was so poor.

The only positive was the look of the building and...

Lots of potential, let down by the service.

I have to be honest my expectations of a carvery is not very high but, When it comes to hospitality from the service industry I do expect a lot more.

The building is lovely and has some character that has not yet been exploited. Decor is moderate, atmosphere is moderate to cold. I was happy to find a vegan option on the menu. Well done its earned you an extra star. I had the mushroom and ale pie which was nice. My partner and daughter had traditional carvery. The food was average with plenty of choice for the traditional Carvery eater. The biggest issue here was service. We selected a table and got seated. We was aproched by a member of staff that asked if we woukd like drinks. We opted for non alcoholic drink, unlimited refill from the self service machine. We looked at the menu and was never attended to again. After 20 minutes my partner seeked out a member of the kitchen staff and asked how we order food of the menu. The member of the kitchen staff she approached was by far the most helpful and courtiouse member of staff in the building, infact he was the only one and he was the only. He should be front of house staff.

I asked how to order vegan food of the menu and he arranged it. explaind what was and wasn't vegan from the self service and said he would inform the kitchen staff who was serving advise me at the serving counter. What an outstanding effort. I waited a good 15 minutes for my vegan pie and it was only because the same member of staff from the kitchen passed by and bothered to ask if I had recived my pie that i actually got it. Eventually I received it and went to the counter for the veg etc. We waited a further 7 minutes to be attended to to cut the meat for my partner and child. Then the guy serving reluctantly told me that virtually everything had butter in. He then asked if i wanted to have a plate of veg prepared without butter in. After confirming that i did. 10 minutes later I got a plate of veg. It was perfectly cooked I have to credit the kitchen with that.

No bar staff, table service or any Communications took place after that from any front of house staff until we had to seek someone out to pay the bill.

I think serious training is needed. I very nearly offered some consultation in hospitality but I probably would of been left waiting for...