The Freeman Cookhouse + Pub — Restaurant in England

Been a few times over the last weeks. Everytime we’ve been something is wrong with the orders from drinks to meals, we’ve dealt with everything. Staff are rude, and don’t listen to complaints at all. What was supposed to be LAST family dinner, was a complete disaster. Drinks were wrong, food was wrong, meals had items missing and children had a 10 minute wait for their meals after adults got theirs even though it was wrong. 2 year was bored, and was less then 20 feet away from us running around the pool table, and happened the notice the flashing light on the bandit machine. Because she touched the bandit machine, amazing placed about 2 foot away from the kiddie grabber machine may I add, and a children’s toy selection, and in the same vicinity they make you queue. staff were seen touching her and usher away, rather than speaking to adults. When confronted the staff members denied it in front of all 5 of us adults at the table. Amazing though it was only our family that got criticised not the other family who also had children running around, how convenient. Partner refused his meal, and 25 minutes later after refusing, his refused meal was brought out again. He told the waitress it was refused and she stood there in a mood, then proceeded to talk to other staff members in front of the whole restaurant moaning about it. We refused to pay until a half decent manager came to sort out all our issues. We were refused, so refused to pay and told staff we would be in next day to sort it out with the staff member we actually trust who actually has half a brain cell. Instead we get a rude manager (different to the one we requested) demanding we settle the bill or police involved, which we’re planning to anyway, not that they deserved it, kept talking over me on the phone, called us ‘un family friendly parents’ as yes I swore at her down the phone as she refused to listen to anything we had to say & refused to acknowledge any of our complaints. Staff turn over is a mess and can clearly see why. We have since been barred- Lol, for raising complaints that have been ignored and refusing food that was wrong, and a bill that shouldn’t have been in full when items were missing from plates that were clearly stated in the description! Not family friendly at all,staff choose who they can and can’t be bothered to deal with, staff are constantly miserable, manager moaned at us that we were irresponsible not to our face on the night but over the phone. Taking this higher to head office. Zero customer service, rude staff. No one takes responsibility for anything they do wrong, customer is always wrong or slated to other staff members for raising any kind...

We stayed at the premier inn and used the restaurant for dinner and breakfast. The restaurant looks outstanding, I was very impressed with the style and was excited to experience it. We first went down for dinner at 8 but got told to come back at 9 as they were too busy, so we went back up to our room for an hour and when we come back down at 8:55 the restaurant was nearly empty... why did we have to wait so long?

The staff were friendly and took our order very quickly however we then had to wait 10 minutes to receive our drinks. The man that brought our drinks over was very apologetic and said "you shouldn't be waiting this long for drinks I apologise I don't know what's going on". Food itself was okay, I was a little let down as I had high expectations because of how well presented the restaurant is but then I remember it is just pub food. Breakfast food was standard premier inn but that's always the best part of my stay so I enjoyed it thoroughly apart from slow service meaning it took us 15 minutes to actually order our hot food.

The final thing that let my experience down was the couple behind us who I can only assume one if not both of them are employees of the restaurant. They were sending plates after plates of food back and complaining ("no wonder we get so many complaints with food like that") which then led to all staff members crowding around their table (and in turn crowding our table) and getting "the gossip" of the night. No wonder it took so long to get our drinks out and plates cleared, staff were too busy gossiping about each other. Surely one staff member should be dealing with this situation not the entire staff on that night? Once we had paid we took our drinks and moved to the drinking area of the restaurant so we could have some peace and quiet and enjoy our night.

Overall the premier inn side of it was great as always, but the restaurant experience has let me down. I have taken two stars off, one for the atmosphere and another for quality of service/food. We will definitely be using this premier inn again so hopefully we will have a better experience of the...

We had an evening meal here and were so disappointed. I have read other reviews and they were great so maybe we were just unlucky .Pre pandemic we always booked a Premier Inn and had the breakfast and evening meal offer and were never disappointed not this time we were it was nothing like the old premier inn meals.It wasn't until afterwards that we realised it had changed to Cookhouse or words to that effect .Although we weren't staying there l was excited to eat in restaurant .We booked a table for 7.30 the service was great it was the food that let it down.My husband ordered mushroom soup l ordered the potato dish with bacon and cheese and soured cream .The server came back as m ushroom soup not available....no probs my husband chose the carrot and coriander. When they came my husband enjoyed his soup but my dish was luke warm the cheese was dry and congealed and potato was hard .I ate part of it and gave my husband the rest but even he could not eat it.The main course was basically barbecue sauce chicken bacon and cheese with chips and side salad our favourite dish we use to order.We have had better in Wetherspoons.The salad was covered with a dressing which neither of us liked and the coleslaw wasn't nice .The salad consisted of lettuce and half a tomato quartered.There was a small portion of chicken covered with cheese and streaky bacon and barbecue sauce. It was piping hot as was the chips but the base of my chicken was hard when l flipped it it was a grey colour .I cut round this and left it it looked liked fish skin.The chicken was hot and it tasted good but l did query it and apparently that's what it looks like after it's been barbecued.My husband had a free dessert as restitution for my starter he asked for crumble and icecream and he got a childs portion with custard .He ate about half and left it.What a disappointment.The service was great but food fell far short of old Premier...