The Falls of Feugh Restaurant — Restaurant in Scotland

A bad experience that just keeps getting worse. We made the mistake of making dinner reservations to dine here several weeks before our trip to Scotland in May. The day of our reservation the restaurant emailed us to say there was only one other couple (with a child) coming in that day and would we move our reservation to the same time they were coming. Shortly after, they emailed again to say they were now without power and were canceling our reservation in a very curt manner. We were out touring all day and got both emails when back at the hotel. We now had to scramble to find a place to have dinner. The point of the reservation is to avoid that, so we were understandably annoyed. The next day while chatting with a couple at a castle, they said they had lunch at the Falls of Feugh the day before. We told them how our reservation was canceled for that very night because they were without power. This couple said they had power when they were there and also that they tried to make a reservation for dinner that night, and were told the restaurant was closed for a private event, a wake. They tried to make reservations for dinner a couple of other nights and were told there were wakes every night. When we arrived home I wrote my honest experience on another review site. A couple of days later I received a long, ranting, YELLING email from the restaurant about how angry they were for me to question their professionalism and complain about them canceling my reservation. If I had printed this thing out it would have been a couple of pages long. Long, ranting, unprofessional, rude and dishonest email. They said the reason they had emailed to get me to come in early was FOR MY BENEFIT, as it would be more atmospheric to dine with other diners and because that couple had a young child they couldn’t move their booking. Nothing says romantic dinner like a screaming toddler. I believe they wanted to change my reservation so that they could close early to not staff the restaurant all night for 2 tables, and that is understandable. Why tell such an outrageous lie about it. But it doesn’t matter, because the point of my review is that they canceled my reservation and left us scrambling and if we had it to do all over again we would have booked someplace else and given this place a pass. I decided to take the high road and not respond to their email. Today, I get another random email from them, this one from another person forwarding me an email from someone else. It has been over 2 weeks since the reservation they refused to honor and they are still harassing me. They wouldn’t fill my belly, but they sure are filling my inbox. From looking at other reviews on several sites, it seems a lot of people complain that their reservations were not honored and they were not notified until the last minute, if at all. In the first rude email the snarky woman who wrote it asked what they could have done better. I’m sure the restaurant will be reading my review here and will send me lots of emails complaining about it. So here is my advice on what they can do better. Behave as thought other people’s time matters. Look at your reservations a week ahead of time to see if you mistakenly booked someone when you have a private event booked or if you have no other diners coming in that night and would like to close or reschedule. Not letting people know until the last minute is disrespectful of their time. And when you get a negative review, take it in and try to learn from it. Don’t lash out. Think of what you can do better and then try to be better. Don’t harass reviewers because they write an honest review. Demanding my time and attention when you wouldn’t even bother to honor my reservation is beyond...

Today we went for afternoon tea for a birthday treat and I have to say the sandwiches and cakes were excellent. There's no doubt these are home made and using the best ingredients, a favourite was the victoria sponge which didn't have jam in the middle but fresh fruit - Yum! Although, it's very expensive for what you get, so expect to be wanting your supper later!

Their downfall is their service - it was diabolical! Our tea and cakes were pre-booked but it took a while for our order for tea or coffee was taken and quite a while before it was served. We than had to wait quite a while for the sandwiches to arrive.

They seemed to have 3 members of waiting staff, an older man who wandered back and forth and occasionally took in some plates of food and take away some empties, he seemed to keep glancing at our table so should have noticed that we were sitting waiting for the cakes. The French waiter who took our tea / coffee order passed by a few times too so my son held up his hand and said excuse me, and, I can't believe this happened, he'd obviously seen him but took a swerve away and went to another table! As you can imagine this infuriated us! We waited a wee while longer but still no cakes and we'd finished the teas / coffees.

I then went to to speak to the (I think American) waiter and told him we were really unhappy and top marks to him he then got it all sorted out. Maybe he should teach the other staff about service!

I have to say if my son hadn't pre-paid we'd have quibbled the price, and although as I said the food was excellent, I doubt if we'd go back.

My son and his wife were there at a wedding a few weeks ago and he said that again the service was awful.

I hope they buck up as it's a nice place, it'd be a shame if their lack of service keeps people away.

REPLY to RESPONSE I've just seen the manager's response and was totally shocked. Not only did I not receive an apology we were totally slagged off for having 9 folk for 5 teas. The reason for this was my son paid for 5 x adults, you must admit £13.50 for children (which the manager forgot to mention, insinuating it was all adults) is a bit much and we were happy to share with the kids. We did have an extra adult who turned up out of the blue but there's not much we can do about that.

I think the manager badly needs to get some interpersonal skills. Accept that you were in the wrong and take it like a man, not reduce yourself to bitchiness.

Re the wedding, my son said, no wonder the bride & groom were happy there were the centre of attention and would naturally get the best service, but in a table of 8, the meals were brought out one at a time so by the time number 8 got theirs, no 1 had finished.

At the prices you're charging I would think you could afford to take on a few more staff and avoid this...

Absolutely amazing visit here and can’t wait to go back. Firstly we loved the location and even on a driech day it was warm and inviting. All staff were genuinely polite, friendly and welcoming and delivered great service throughout. We were mostly served by Carol who could teach masterclass in true customer service to many other places we’ve visited. There were a few things we liked. Firstly it was bright, modern and super clean. Secondly we liked that it was lots of little areas which made our visit more cosy and quiet. Thirdly we loved that this is not a haunt for screaming kids and endless pushchairs. We had a lovely, quiet lunch with each food and drink item being absolutely perfect. We opted for a coffee and their soup and sandwich combo. Sandwiches arrived in the freshest bread and came with salad and crisps. I had the Cullen Skink and husband had the lentil soup. Both were piping hot and absolutely delicious. We couldn’t eat another thing by the end but did choose a couple of homemade tray bakes to take away. If you’re looking for somewhere for a lovely lunch out or just coffee and a cake I’d highly recommend here. Food, service and setting were all perfect and can’t...