Coorie In @ The Black Bull — Restaurant in Scotland

Where to begin on this one? Our family meal to celebrate an 18th birthday was an example of how not to manage a restaurant and the owners REALLY need to get a grip on things. Yip, we know it is Christmas and hospitality everywhere is under pressure - we made allowances for that - but this was truly awful.

It was clear immediately they were grossly understaffed and very busy - that maybe explains the unsmiling service throughout from the harrassed looking big guy who was first to attend to us.

Next, we looked at the menu and noticed the choice was different and prices higher than advertised on website (both factors in selecting the Coorie Inn, by the way). Food arrived in batches so birthday boy had finished his main before 2 received theirs - minus chorizo and peppers as advertised.

The manager listens mutely, offers repeated apologies for the ongoing fiasco, but clearly either is unwilling or unable to offer some even small reduction on bill, which would have been a meaningful gesture to make up for spoiling a much- anticipated one-off family celebration.

Tip 1. If you're taking the bookings, make sure you have enough staff to cope. Much of what happened to us was because staff were overwhelmed.

Tip 2. Encourage wait staff to smile and make customers feel welcome. I know it's difficult when they are overstretched and working hard but it's important, especially when people are paying for the privilege of eating out.

Tip 3. Tell staff to act as if they care when customers complain, no matter how stressed they are; the only one that did so was the manageress, although even that came over as a bit robotic when repeated often as she did (which was something, of course).

Tip 4. Make sure the kitchen doesn't run out of ingredients. Chorizo and peppers can be bought from the supermarkets a short drive away in Cumbernauld town centre. Better still, order enough! Also, peppers in mayonnaise? Dearie me! Time for return to college, methinks.

Tip 5. Develop the leadership skills of your manageress. She was pleasant but seemed at a loss to deal effectively when things went steadily downhill.

Tip 6. UPDATE YOUR ONLINE MENUS MORE FREQUENTLY. Social Media is your marketing window to the world ( it was why we booked). Out of date menus and pricing is unfair to the customer and ftontline staff who deal with them and at best, smacks of sloppiness. You wouldn't want anyone to think you were trying to pull a fast one either, would you?

Tip 7. Tell customers being seated in bar area that it could become VERY noisy when they book. If it becomes really bad (as for us), PRO ACTIVELY offer to put them somewhere quieter when seating becomes available.

Tip 8. Serve children their meals first. If they're eating, they're not restless - and their parents can relax when theirs arrive later.

Tip 9. Ensure all staff know exactly what menus are being offered. While our server couldn't explain the discrepancy between the online menu and the a la carte when we visited, she should not have told us there was only one available. Either a lie or lack of awareness. Neither are acceptable.

Tip 10. NEVER let the ladies toilets run out of toilet paper completely. It was among the first things we noticed - and other lady customers were also muttering. I raised this with Mr No Smiler who replied he'd deal with it but after seeing how busy he was, I've no idea how he'd get the time. But no toilet paper is a real no-no......

On the bright side, staff kindly dressed the table as requested (thanks) and the food we actually got round to eating was tasty. The premises were also attractive and clean and all my telephone inquiries previously had been dealt with in a friendly and pleasant way.

Again, all above criticism is related to a complete meltdown in your systems and to be fair, this may be not typical, especially for smaller parties than ours.

But given it was for a particularly special family occasion and that it was our first visit to Coorie Inn, we were left bitterly disappointed...

Shared a family (7 adults, 2 kids) Christmas meal during December 2018. Simply will never be back, nor will anyone I know. Firstly turned up as the first group to attend on that day. Room was freezing, no atmosphere, music, lighting etc. This continued until half way through our meal when we asked for heating and music to be put on. Menu on offer wasn't what had been agreed at time of booking. Various orders were delivered incorrect or inedible at different times and with 1 in particular an item of food that we had told the waitress 1 of our party was allergic too. It was actually put on his plate. Kids chicken nuggets were more like a backstreet sweet and sour chicken ball, dripping in grease. As this unpleasant experience drew to a close I requested to speak to the manager to offer feedback. Upon arrival the manager in mere title only listened and debated at who was at fault with both ourselves and her staff. "I'm trying to establish who got this wrong, was it the waitress or the chef" who cares?! It's still rotten and both are your staff and representing the establishment. We were offered the kids meals for free and an open invitation to agree a time with the owner to come down and 'go over' this Crimbo shattering lunch build-up. I was told I would receive a phone call. I've since called 3 more times to no avail. To be honest I had no intention of re visiting to discuss this 'scary movie' dining exposure but wanted it on record in the hope that issues could be addressed. 3 months on, never heard a thing. I've never wrote a review on anything, but as this was so bad I've felt...

If I could give this place zero stars I would. We were here after a family funeral. The spread that was put on was shocking especially for the price they charged for it. A few plates of ‘sandwiches’ placed on the tables. The sandwiches which consisted of stale bread, smothered in mayo with two cubes of chicken per sandwich, ham and tomato’s which had seen better days, and a cheese sandwich which was nothing more than a sprinkle of pregrated cheese from a bag, the cheapest of the cheap. There were also 3 plates of barely cooked yet STONE COLD sausage rolls which had been cut up into little squares. Over all shocking food, everyone had to go elsewhere after to eat as the food was inedible. We could not get service at the bar as majority of the time there were no staff on the bar. We had to wait 15-20 minutes at the bar to get served. Then after everyone left we got a phone call to say that the other 50% of the bill had not been paid (50% was put down as a deposit) and that they were going to phone the police on an 80 year old man who had just buried his wife of 60 years! When it had already been agreed he would be paying the remainder of his bill the following day rather on the day of the funeral! Not to mention that everyone (around 40 plus people) spent at least £50 each on drinks alone. Absolutely shocking behaviour. We are utterly disgusted. We often visit the Coorie inn which was why we chose this location however we will not be...