The Turmut-Hoer — Restaurant in Gloucester

Terrible. Booked a table for 12.15pm to 1.45pm on a Sunday. Arrived on time, sat down (ungreeted) at our table, which was sticky and disgusting. Had to use wet wipes just from accidentally touching my chair. Went up to order food at 12.30pm and was told "you can order if you want, but you have a minimum wait of 1 hour"!! With two small hungry children, we were livid, and left. Had a KFC instead which was not the lunch we wanted, but had travelled 40 mins to see family and couldn't mess about. I can't believe they'd let us book and not cater appropriately! If staff issues, why not ring those who take the time to book?! Shockingly bad, RUDE service and will never go again... unless the pub changes hands.

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Their was NO apology at the time, so yes, "rude" is completely accurate. I was told "a minimum of one hour" (with emphasis on "MINIMUM"), not "likely half hour" as we probably would have stayed. Our Sundays are very precious as a family, as they are to most others, and I really wanted to support a local business and try somewhere new. We felt very upset at the time, but clearly reading other recent reviews (which i wish I'd done before booking), I am now relieved we left, as I think we would have continued to be disappointed by the food and/or staff.

You either need to sort the staffing issue ASAP or remove the misleading booking system if you want to be primarily a pub who serves food as and when you want. Your booking system is actually the biggest problem here because it SHOULD guarantee a table as well as service/food, hence why we travelled all that way to eat instead of going to well-known establishments that never disappoint us when we book with them.

But from what you said, you prioritised someone who just walked in and had special catering needs?! Who hadn't bothered to warn you in advance?! So THEY should have been the ones disappointed over us, and told to book in future with their dietary requirements in the comments on the booking form.

I will leave as many reviews as I want thank you, as I wouldn't want other families to waste their precious weekend time going through the exact same scenario as us, and ending up resorting to fast food joints. We basically felt turned away after booking, which is totally unacceptable behaviour, and your reply to my comment is so defensive over apologetic, which also tallies up with the recent Google reviews. You can either improve your services or keep getting these...

We recently visited Gloucester for a couple of nights away, had a lovely time and this pub played it's part in that. We were looking for a pub to eat in each evening, found this one not too far from our Hotel, the menus and prices all looked good and decently priced so we went on the first evening. The pub itself was nice, plenty of parking, it was in a pay and display carpark but customers could enter their registration plate and park for free which was good. Service wise it wasn't busy so we got a table away, ordering was either on the App or pay at the bar, so nice and simple. The food came in good time and it was lovely, my wife likes a chicken burger so had the grilled chicken one with cheese and bacon, it was perfectly cooked and the bacon was crispy and perfect for how she likes it, the fries were nice too. I had the Curry House Feast which was fantastic, lovely curry with a Tandoori chicken skewer and lots of extras, all perfectly cooked and very tasty, nothing bland and boring at all. For pudding I have the Lemon and Raspberry Mousse and my wife had the "Pump Your Brownie", again both were great, very tasty and the mousse was very refreshing. I'm fact we enjoyed it so much we went back the second night too, this time I had the Big Daddy Burger which was huge and again came with loads of extras, was perfectly cooked and moist not dry like a lot of chain restaurant burgers can be and the best I've had from a chain for a long time, my wife enjoyed her chicken burger so much the night before she had it again, this time we were too full for dessert. The staff were great, the young lad waiting tables was polite and attentive, the girls behind the bar were friendly and efficient, we called the manager over to say thank you as well as I think not enough people do that these days when they have had a good experience, this review is to back that up but I think from now on we are going to make an effort give positive feedback while eating out too, they get told when things go wrong so why not when things are right? We couldn't fault it at all and next time we are around the area we will definitely go back, thanks again to the staff, it makes real difference in customer experience when you can see they are happy...

We visited the turmut today for lunch. We got drinks and sat down and selected our food. The food arrived and all was well. I ordered the Caribbean skewers, having had them before I knew they were very nice. However the chicken was black and tough, the garlic butter on the smothered veg was almost non existent causing the veg to be completely black. My partner went to get a waitress as no check back was done for me to mention the issues. She offered alternatives however my apatite was lost. I asked for a refund and the waitress left. A few minutes later what I assume was the manager came to the table and was very defensive/aggressive. She had told me that that’s how the meal comes, to which I’d said I had it there previously and the chicken nor the veg was black. She argued back that she had cleaned the grill the day before so everything cooks at a higher heat and that’s how it comes, I told her that’s absolutely fine however I was not happy with my meal and would like a refund. She did not want to give the refund and offered alternatives again to which I refused. By this point I was hungry, unsatisfied and had been berated by the manager for being unhappy. She begrudgingly said she would refund me, I made her aware I work for the company so there was a discount applied. She had then said that makes things more complicated and left. We went to the bar on our way out and I told the manager if it was too complicated I would just leave but she said it could be done. She asked for a card however we paid via Apple Pay and had no cards on us. She told me that she couldn’t refund me without a card present. I said that’s fine and I would leave the refund. I felt this was a really unprofessional experience. I work both front and back of house as a GM and I wouldn’t dream of tending a guests table to argue that their food was meant to be served a certain way. I understand the current situation is challenging for everyone in this industry and if I hadn’t been spoken to as if I were a child in the wrong I would not have had an issue. Sometimes things go wrong and that’s life. It’s how they are dealt with that gets guests returning. Needless to say we won’t return, not because of the food but because of...