Gamston Lock — Restaurant in Rushcliffe

I was very disappointed with the service here I felt discriminated. I went into the reception bar there was one person ahead of me and the lady at the till was sorting out the customer at ahead of me. As I waited another staff member came round Tracey she ask who was next a couple other customers came up she ask who’s next I was the only black person there I said I’m next and put my heads up she ignored me. She then started to served the other customers ,which I didn’t take too personal. The lady that was behind the till finish serving the customer ahead of me and then ask me how she could help. I said I would like to check in ,please. She said oh it’s the next side Tracey does the checking in, Tracey was at the checking desk looking for something. I went over she did not acknowledge me whatsoever. She then walk away back to the bar and proceed to serve the customers behind the bar a fair few of them walk up during this period . I waited patiently she came back after serving everyone at the bar ,which again she was the only one that could check me in. Another staff member came up to the bar to help serve the rest of the customers. I stood at the check in desk along with another customer behind me. After about 7-12 minutes of waiting she came over no apology for the wait just are you check in. I said, yes. She check me in pretty quickly during the process of checking in I had to sign a form, signature and nationality. I signed and put my nationality I was then told because I’m not a British citizen I have to proved a idea ,which I said okay to. I then stated I’ve stayed at several hotels why do I need to provide a ID here her response “because you’re not a UK national you have to prove a ID”. I said why? She responded “you just do”. I said I’ve stayed at serval hotels and this has never been a thing as I’m not moving it or signing a tenancy agreement it’s a one night stay. She did not respond. Tracey then started to copy my ID without asking my permission. I ask why are you copying my ID she said because we have to send it off. I said send it off to who? She didn’t not respond. So I was then thinking this makes no sense as she didn’t provide no explanation for copying my ID I understand seeing it to make sure I am who I say I am ,but copying my ID without my permission are pre warning me no explanation again. I was very annoyed and it ruined my stay at the hotel. I was going to a work event and my Indian manager also, said he felt ignored by staff members. It’s fair to say I’ll never stay at this hotel again they don’t even have an iron in the rooms terrible service by staff members...

We arrived as a party of 12 with a booking on a Sunday for 5:30 to be told there is no roasts left or any sea bass which was a shock when they knew the bookings but didn’t get enough roasts in for the day knowing that a lot of people would pick that on a Sunday. We ordered our food with starters for 6 of the group and had to wait just under a hour for the starters and when they came out a majority of us had commented that they were cold. Whilst waiting for our food, the waitress came back to say they only had 1 dish left of the steak opposed to the 3 we ordered so had to change these at last minute so it was then 5-6 dishes they ran out of as had none of the roast dinners available on a Sunday. We did think at first they were bringing the mains out with the starters in how long it took them to bring them out but it was just the starters that had arrived. We then had to wait over 40 minutes for our mains to come out, we asked after 20 minutes of waiting to be told they were being plated up for then to have to ask again where they were to be told the same thing. In the end because of having to wait over 2 hours for no food to come out we ended up leaving and not accepting the food. Luckily for us we were able to phone up another pub and they were able to accommodate and serve us within 20 minutes of being there as a last minute table. We also didn’t appreciate that when we questioned the bar staff about where our food was for other members of the public getting involved in our conversation and shoving my family members when they politely told them to stay out of a conversation that didn’t involve them. No one should have to wait that long for a meal, yes we are a big party but they knew we were coming and it felt like we were forgotten about as our sever had finished our shift before our starters had been finished and felt that us asking where the food was at 7 was them realising we had been forgotten about and reminding them that we were still waiting as we were seeing all tables around us receive their food before us after arriving over a hour after us, we ended up leaving after 2 hours disappointed and we no main courses and going somewhere else to celebrate the birthday meal and we won’t be...

I genuinely don’t know where to begin. The stress of the whole experience was enough to put any one off returning here. The fact that it took almost 2 hours to get any food was just the start. Then not having table service for drinks meant going up to the bar and a twenty minute wait each time, listening to people getting irrate and upset about the 40 minute wait for a coffee etc. We were very patient at our table, yet we were dismissed each time we asked for an eta on the food. Eventually told ‘you’re next’ to ‘it’s being plated up now’ to ‘it’s been forgotten’ - it just seemed like some sort of comedy sketch. We could see other tables around us asking to speak to the manager, who wouldn’t go and see them. We remained calm and collected but overheard staff saying ‘if they don’t like it they can leave’ which wasn’t very nice to hear.

The food came in dribs and drabs, adults before children (who by this time were extremely hungry!). Some meals were cold, others were wrong. One of the party didnt receive anything at all. We asked twice for the missing dish and again the third time was told it’s coming. That meal was solitarily eaten in dismay at the quality of the food. No one came at any time to check on us, ask if we’re ok, see if we needed anything etc.

We had to fetch our own cutlery, clear our own glasses from the table. The plates were left on our table even when we were served dessert, which we waited around another 50 minutes for, all of which came out incorrectly served. It honestly was the most stressful experience for a family get together and one which I never want to experience again. The embarrassment we felt for the staff and for the poor mothers who dined there, hoping for a wonderful time with their loved ones. I truly am sorry for the sheer state of affairs yesterday, the management team need addressing for allowing such a calamity...