The Bothy Bistro — Restaurant in Scotland

Horrendous customer service. Being busy (as there was an event in the village) doesn't give any place an excuse for bad customer service. Not only did it take a long time for the waitress to take our order of 3 hot drinks, we waited at least 30 minutes for our order with nothing arriving as we watched everyone around us receive theirs. Waitress saw us with no order multiple times as she passed our table yet did not come over to see if everything was alright or even query that there was nothing on the table. Had to get up and go ask only for the waitress to come back and unapologetically tell us our order cheque dissapeared and asked in a horribly grumpy tone what our order was. She was very grumpy and impolite about the whole situation. We also had to pay for the drinks afterwards despite this being the establishment's fault. No one apologised or showed any sort of concern/remorse that they lost our order like any good place would do. Management did nothing about the issue. Not a place I would recommend. Need to better their customer service. Some people should not work in a customer based industry if they don't actually know how to act and provide good customer service. Reply to the owner's passive aggressive response: There is no acceptable time for customer service personnel to be rude, grumpy or moody towards customers. I have worked in customer service before and dealt with customers on a daily basis and NEVER once dared to be moody, grumpy or rude towards a customer no matter what the situation was. To add to it, if you know this event happens yearly perhaps you should prepare your business better for the day and put in a system like anyone with good managerial and organisational skills would do as it is a big yearly event not some random occurrence. Our issue was not with how busy the place was but how the waitress responded to our order being lost and her entire attitute which is what our review was about and you have not addressed and seem to deem appropriate in your attitute of ignorance regarding the actual issue and making false accusations/assumptions. I have no idea who the loud, demanding and impolite people are who you mention but implying I am wrong as a customer because I had waited patiently for over 30 minutes for an order of 3 drinks that your personnel lost is ridiculous not to mention we were not once rude to the waitress. I take pride in treating customer service personnel with politeness and consideration but the service was a joke. I also take pride in being honest and to the point. My review was honest and to the point, there is no way to sugar coat a bad customer service experience. The mistake was on behalf of your establishment and you handled it badly then and now as your response shows are ignoring the issue and trying to find ways to shift the blame which is just shameful. In addition, you are talking about when people pay, if you want people to pay when they order then perhaps you should have a sign up stating that or inform people in person. Your customers are not mind readers especially if they are new to the area which is highly likely to happen when there is an big event on. Lastly you say I registered on google just to add a one star review? I have no idea why my google account, which has been around for a VERY long time has anything to do with the matter of me giving you a one star review. All in all, your response reflects and further validates the poor and rude customer service received which just isn't...

Have had a meal at the bothy several times when visiting family in Burghead, but last nights meal and service was disappointing. Firstly, there was no coke, secondly we were seated through the back & after our starter we waited almost an hour before we had to go and ask if we could have our table cleared and our mains. Thirdly, we were sitting directly opposite the kitchen and saw a member of staff picking at his nails, which in inappropriate when preparing and cooking food. The house white wine was warm and the waitress asked us if the glasses she brought with the rose wine were the ‘right glasses’ When we ordered our food the waiter said he wasnt sure if they had the trout but would find out, but he didn’t return to update us-surely staff should know what food is available? My partner spoke to the member of staff who seemed to be in charge while the owners are not there, and raised his concerns regarding the staff member in the kitchen etc and we saw her speak to the staff member who grinned when told. I appreciate after covid things are difficult in the hospitality industry but the service and food was not up to standard and we were truly disappointed. Staff waitressing should be trained and up to speed before those restaurant doors open, they are front of house and unfortunately they didn’t appear to know what they were doing. Never had a bad meal here before and our complaint was dealt with but feel these issues...

Really love this place and I'd give it more stars if they had more vegan options on the menu! I live nearby and I'd come every week but I'm so bored of having the same thing every single time. Even just one more would be great - and one that doesn't involve taking all the things that provide the flavour (cheese, meat, etc) out of the dish, leaving you with a plate of leaves.

Update: came for pizza recently and asked for the cheese to be left off of it as there’s STILL no more vegan options on the menu and I wanted something different. Genuinely one of the saddest, most tasteless pizzas I’ve ever eaten. Ended up leaving most of it. Really don’t understand why there’s such reluctance to provision for those who don’t eat meat! Think that’s the last time I’ll come which is...