Horizons Restaurant — Restaurant in Scotland

Only gave 2 stars cos food was good (not great) and same for the service. Here's a copy of the email of complaint my mother sent to the management of the restaurant after a very uncomfortable experience just over a week ago. Emailed it on Monday and other than an automated email acknowledging receipt and promising prompt reply, such reply was unforthcoming, never mind an apology. The food was acceptable and all but one of the servers was pleasant, but the handling of this was very bad. Apart from not informing us, they didn't even offer transport along the road to a cash machine ... there were 7 of us there for an annual celebration so no one with a car.

"Dear Sir/Madam

On Friday 18th, my husband and l had a table booked for seven of us for a family celebration at your restaurant. This is a rare occasion, we usually only get together once a year as my husband's sister and her husband live on the south coast. We were so looking forward to having a slap up meal and great company with a beautiful outlook over Pettycur, the view being the main reason we chose your restaurant.

I was shocked and dismayed to find out on arrival, by means of a notice at the restaurant entrance, that, due to 'network' problems, there were no facilities for credit/debit card payments AND found out from the staff that the cash machine you have on the premises was inoperable having been broken into a week ago. I asked if anyone had tried to call me to let me know, since the table had been booked by myself some days before, and was told that someone from your restaurant tried to call an hour earlier but obtained no reply. There were several of us in the house since late afternoon and no one heard the landline ringing. When I got home, I doubled checked to see if a call may have been missed but there was no voicemail. NO one had called.

I have to say that I was personally MORTIFIED, because it was my intention to pay for this meal as a treat for everyone and as it turned out, we all had to cobble together enough cash to pay for it, VERY embarrassing!

It was a lovely meal, we did manage to have a good night and most of the staff were very pleasant and somewhat apologetic, but I did feel towards the end of the meal that there may have been some worry we may not have been able to pay the bill which was presented to us, somewhat SMARTLY at the end of the meal, putting a bit of a damper on the evening. As it turned out, a few of our company had cash, being on holiday, and we did manage to come up with amount for the bill of just over £300 PLUS a substantial tip for the staff.

In any case, we DID pay the bill in full but I'm writing to say that an organisation such as yours should have a back up in place for such eventualities. I'm sure we were not the only people disappointed by the fact that neither card payment nor cash withdrawal facilities were available. You have a large holiday park as well as daily visitors, and must have missed out on a lot of business. I'm sure you are aware that there are small, inexpensive card readers using the mobile network that small businesses use. Surely you could have had something like that as a back up, as I appreciate you may not be responsible for network issues. However, I also feel that it is bad business for you not to have you cash machine mended or replaced within a day or two. MANY of your guests and visitors must have been so disappointed by the lack of this.

Then, and most importantly, you FAILED to inform me of the lack of these payment facilities prior to arrival and words can't express my embarrassment at my inability to treat everyone. NO ONE called me and yet there was plenty of time and opportunity for you to do so. Obviously, had l been aware, I would have ensured that I, personally, had sufficient cash.

I am so very disappointed and look forward to hearing your response at your earliest convenience. "

Apparently their 'earliest convenience ' is NEVER!! The food is passable and the higher prices only mitigated by the view but WE WON'T be back AND this will be...

A small group of us had a fantastic meal here. We had pre-booked a table as we know it does get busy. When we arrived it turned out to be a booth which we didn't mind as there was plenty room for us, and it had lovely views out across the Forth to Edinburgh and Leith, which as the weather was exceptional were visible in great detail. A server came over took our drinks and food orders which came to the table soon after. Our food was really nice absolutely no complaints about any of it, the fish, macaroni and steak pies cooked perfectly and tasted great. All plates cleaned up. The apple pies again delicious. The eating area is large enough for any sized party but cozy enough in places for couples who would like some privacy. The prices we thought were very reasonable and were on par, if not cheaper than other similar establishments. The servers were polite, prompt and well presented and when they came over to the table always asked how things were, a nice touch not often seen these days. Manager please thank your staff working Sat evening 16th August 25. The toilets were spotlessly clean, manager please pass on, a job well done to the cleaners. Ample free parking outside the building. I can highly recommend...

Went for an evening meal for special occassion. Having been frquenting this retaurant for many a year, we thought this choice a "safe" option. Wrong Immediately put my back up when Alec infromed us that they cannot serve drinks on the restaurant side of the bar and had to move to the end to get served, even though we had booked a table and were in the seating area wating to be allocated a table. This, I noted later was a downright LIE! many people where served from this side whilst waiting to be seated. Not professional. Food wise, nothing special. The cheese sauce for the steak was so salty as to be almost inedible. (didn't help my high blood pressure either!). Wifes poached salmon was also over-salted. Most staff were friendly and efficient but very dissapointing and get the impression that although I know that they spent vasts sums of money refurbishing the place a number of years ago and are living on that. Not sure they'll get a decent price if they're thinking of selling as a going...