The Castle Coaching Inn, Trecastle

To sum up: Uncaring Landlord, hiding in kitchen, became utterly stressed, rude and abrupt, when called forth and asked for explanation. No food seen leaving the kitchen, although staff literally running in and out of kitchen door. The worst service I have ever experienced.

In detail
We arrived at 8.45pm, having spent all day walking up on the mountain, in need of food and drink. Upon arrival, there was plenty of space in the bar, empty tables etc.. I would guess the place was about 40% full with mostly couples seated at tables that could accommodate 6 or 8. The first thing we did was check that it was OK to eat, the barman said yes, but there would be a wait and he would check that for us. So, we gladly ordered our drinks. As he was pulling out pints, however, staff rushed from the kitchen, and shouted to the barman that there was to be no more meals served other than those already booked, and rushed off again, totally ignoring our shocked exclamations. The barman, a really pleasant boy, not cut out to deal with this predicament, presented us with our two pints and his apologies but we could no longer have food. By now it's 8.50 and we have no hope of finding food anywhere else. Bar man looked confused when I asked for help, so I asked him to get me someone that could, feeling sure that as soon as we explained, we would be able to order our food as expected. But no. After more staff were literally running in and out of the kitchen, without food, the Landlord arrived. Rather than walk straight over to us he skirted around us and stood behind the bar, here's what then happened.
LL very abruptly: 'Sorry but we are taking no more food orders'
Us: 'But we have these drinks and now it's too late to go anywhere else'
LL ' Well, you should have asked first, shouldn't you?'
Us: 'But we did! We asked the barman and he told us that there would be a wait'
Exclamations from the customers seated behind us who had heard everything.
LL: 'well I'm very sorry but we are not doing any more food, and that's that.'
Us: 'But we've been on the mountain all day and we're starving..... please, we need to eat'
LL: 'Nope, sorry. And anyway, service finishes in ten minutes'
Us, 'But please, we have nowhere else to go and we're starving'
LL turning his back 'No, I'm very sorry, but no more food'
Us, to his receding back: 'Not as sorry as us'

And that was that. Not even a sandwich or bag of crisps offered. Staff continued to rush in and out of the kitchen, without food and without eye contact for the rest of the 15mins it took to drink up and get out. Right in front of us without acknowledgement for our predicament. The couple next to us, told us they were appalled and they got up and left. As we left, the staff, having so carefully ignored us, said 'cheers' to which we said 'Cheers? Well thanks for nothing!'

We didn't manage to eat for a further hour and a half, having to return to Bristol before we found somewhere open. It took until then for us to stop feeling angry and humiliated. A horrid experience, that I would urge others to avoid.

26 Jun 2010 14:06