As specified on previous posts - any large chain like Brewer's Fayre are limited to a maximum of 4 stars. This establishment has managed to scrape 1 star, only because it's not possible to give it 0.
We're not the sort of customers who suffer in silence when there's problems with the food/service, but we're also not mouthy.
Since we were staying at the Premier Inn next door, we made the unfortunate mistake of attempting to eat at this establishment a number of times.
My attempt is when I arrived after travelling from the Borders up to Elgin, and it was getting late at night. They refused to serve me (despite the fact I arrived 15 minutes before last food orders). While annoying, I didn't think much of it because the place was quiet, and I've worked Kitchen in other establishments. I had to grab some food from the McDonald's next door.
The next day we had to send food back 3 times because they kept getting the orders wrong. The food that they did get right had to be sent back because it was cold.
We tried early breakfast the next morning before our (various) trains home. Thankfully the food was warm this time, a pity it was burned or just completely foul. After complaining in a exasperated "can't believe it kind of way", someone claiming to be the manager came out and tried to defend the food - but soon beat a hasty retreat with the overwhelming evidence.
Wasn't offered any discounts, sincere apologies (other than the serving staff saying that they'd send it back to the kitchen and try again).
I'm not unreasonable. Mistakes happen when places are busy for a million different reasons, but the customer service has to step up to compensate. I'd still give a 5 star review if things were handled well.
Coincidentally, it doesn't bother us, but feel it's worth mentioning the food didn't arrive together. Know that's important for others.
Honestly? Do yourself a favour and visit the McDonald's across the road. read more