Steam Wheeler — Restaurant in Scotland

Booked table for lunch for 2pm Saturday of Easter weekend

Arrived at 2pm was greeted by waiter called Thomas who advised someone would attend to us, couple minutes went by and again female waiter advised someone would attend to us.

After 5 minutes Thomas came up, I advised had booking and we were taken to our table. Thomas advised that someone would take our drinks order and be back for food order, Thomas then came back took our drinks order and advised someone would be with us soon.

Restaurant was quiet and not many tables, however restaurant did then start to fill up, 40 minutes later Thomas came and took our order. In between this I did try and get someone’s attention was advised they would be with us.

Advised Thomas was disappointed we waited 40 minute’s to order food, was advised that only 2 of them working! Really on Saturday afternoon 2 team members running the bar and restaurant floor?

Did advise Thomas wasn’t our problem that only 2 member of the team were working and that’s when Thomas’s attitude changed, could not look myself in the eye. Came over to table and throw the cutlery down.

It was 3pm before we got our starters and then 20 minute’s later we received our main courses. During this time Thomas went over to another table which had 2 members of female staff sitting and clearly spoke about us. Both females then turned round and stared at our table, to the point I’m surprised that one of the females didn’t break her neck trying to turn around to stare at us.

We finished our lunch and then I went to the bar to pay the bill, I was severed by one of the females Thomas had spoke with earlier (lynn) I did ask if Thomas had discussed our table with Lynn and she replied back saying no then laughed/ snicker to herself.

I then asked if the manager was available, Lynn then had to go looking and went outside to find him. I decided at that point just to leave. As we were leaving the manager came through the door with Lynn.

Manager was reeking of cigarettes, advised him that we were just leaving as we were disappointed by the wait and then fact that manager was no were to be seen.

Did advise manager that he was smelling of cigarettes and he advised he was taking a break, which I found surprising as he had only just started his shift.

His personal presentation could be questioned, un-ironed trousers and reeking of cigarettes.

I understand the restaurant is offering a more family friendly environment with pub meals however you would hope the owners would ask staff to turn up to work looking professional and clean and tidy.

Unfortunately I wont be rushing...

Absolutely appalling service from the minute we arrived. This is supposed to be a family restaurant but there is nothing family about it. When seated to our table which was 2 tables put together, one was clearly broken and manager advised she had no other tables so attempted to fix a clearly un repairable table which was meant to be for kids and adults. At NO point on arriving, taken to the table or placing a food order was I asked about any allergies. I have a very SERIOUS allergy which can make me extremely ill and I need to be hospitalised if anything happens but the staff were clearly NOT interested in my family. I witnessed other staff members in particular a gentleman who wore a shirt n tie ask customers the minute he took them to their tables if there was any ALLERGIES. This should always be asked when it comes to food orders as a matter of urgency and health & safety. Staff also came to clear plates away when other members of my family were still eating. This is the height of rudeness and a lack of staff training. I have been coming to this restaurant for years and this visit will be my last because the service was appalling, staff didn’t even offer my gran children crayons to colour in the menus and it was like we were an inconvenience to staff especially the manger. What was meant to be a lovely Easter family meal was nothing but a let down. The manager and staff need re trained on their health and safety for allergies, furniture and especially customer service. Will NOT be back and would NOT recommend this...

If you come on a Sunday, you get a further choice of meat. It seems that those of us not coming on that day get only three slices instead of 4. Are we subsidising Sunday eaters. The sides did not arrive. We had almost finished eating and were told there had been a problem in the ordering of them so they would be on other 10 minutes. Fair enough we were not charged for them but having been asked well in advance for our choices it really spoilt the meal. At the end, the server who brought my bill said I had a small discount due to the problems. From the bill it was impossible to see much of a discount. Surely I should have been given a bill showing 5 adults at the cost of the package and one child plus drinks. It would then have given me a total and then shown my deposit having been taken off. When I asked the server about this he said it was all calculated before and they did not show this. I was therefore unable to see much of a discount. We eat here frequently and have nice meals and good service. I was offered end scraps of a piece of turkey and had to argue with the chef to get slices. I am aware that photos are for illustration only but I expect 4 decent slices of meat. This didn’t happen and as I say, with not being there at the weekend, my choice was limited yet I paid the same as someone having the meal at the weekend. All in all, not a pleasant experience. It will not prevent us returning but I don’t think the Festive Menu will be tackled by us again as I did not feel it was...