A FAMILY who paid £1,000 for a luxury Christmas dinner say they left in tears after waiting five hours for food in an ‘awful Fawlty Towers’ experience.
Lora Gosling, 41, went with 13 family and friends to the plush Woodbury Park Hotel for what they hoped would be a decadent festive meal.
But they were left waiting for hours and staff at the hotel near Exeter, Devon, offered no explanation.
Many people took to social media to complain about the service, with some calling it a “Fawlty Towers” experience.
Simon Griffin wrote on the hotel’s Facebook page: “Our Christmas dinner 2018 experience was at best “Fawlty Towers!” which is not what you expect when you pay £300.
Sharon Simpson added: “Shambolic Christmas dinner, what a disappointment.”
In the end, Lora and her family left without eating their pre-paid dessert and said the terrible experience ruined their Christmas.
She said: “We arrived at ten past 12 for a 12.30pm lunch. We were the first ones there.
“At least we got our main course in the end but we waited an hour for our starter and another three hours for our main course and by then we had to leave at 5pm without our dessert.
“Other people were just getting their mains when we left. I felt for the waiting staff who were copping it.
“They just kept telling people it would be another 10 minutes.
“There were about 30 people with young children who all left at about four without getting their main course.
Gosling said the hotel needed to offer everyone a refund.
She said: “We were told we had to send an email to ask for a refund. They just said not to pay our bar bill.
“We asked to see the manager and he was as good as gold and held his hands up and admitted they had done really badly and it wasn’t good enough.
“There were more than 130 people and everybody was just totally deflated.”
Her partner Darrell Willis said: “It was awful. There were so many upset people. It was a shambles.”
Christmas dinner at the 56-bedroom hotel were sold at £75 per person, and in some cases were paid for in advance.
John Bishop, from Pinhoe, Devon, said he went with three others and paid full price as a gift to his mother in law, but they all left after the first course.
He said: “She was really looking forward to it and it was awful. There were a few tears on the way home.
“We spent £75 each and walked out after two and a half hours with only having our first course.
“People were offering to put on a pinny and go and help.”
Calum Colquhoun, general manager at the hotel, said he would be speaking to individual diners personally to apologise.
He explained that one of the main ovens had stopped working just as people began to arrive for lunch and said it was ‘incredibly’ disappointing.
He said: “I have been doing this job for a long time and I have to say in terms of things going wrong it could not have been worse timing.
“Some people began to arrive early and there was no going back.
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“The oven was out of action for an hour but it was in that critical time when it was incredibly bad timing for the kitchen and everything began to snowball.
“A few people I have spoken to had a great meal but for many we simply did not get their food out quickly enough.
Colquhoun asked those affected to contact the hotel.
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News Pictures Family in tears after waiting five hours for £1,000 Christmas dinner at posh hotel
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