We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Very Dissapointed in Restaurant Service”

The Castle Hotel Restaurant
Ranked #62 of 80 Restaurants in Devizes
More restaurant details
Restaurant details
Dining options: Reservations
Description: Traditional English favourites freshly prepared and delivered with care. We will be very happy to meet any special dietary requirements. Our lounge bar offers a choice of real ales from the local brewery and some lovely wines to be enjoyed next to one of our open fires. We also have a separate restaurant, great for an intimate dinner for two or a group or family gathering. We're happy to cater for family occasions, corporate events and formal dinners or buffets.
Reviewed 31 March 2012

Booked a table for 5 for a Birthday meal 7.30pm.We had to find staff to let them know we had arrived, Manager was running about looked stressed and confused.Table only had 1 menu.
10 mins after being seated drinks were ordered and menus given to all.
45 mins later we were told service was busy and our food would be 10mins longer.The restaurant was not busy about 10 others in there.
20 mins later still no food, apologies given and an offer of 25% off the bill, i discovered at the end of the evening this was available to all by using some printed leaflets on a nearby table.
15 mins later food arrived, all very nice, but one meal had a replacement veg which was not liked and spoilt the meal as it was a veg fajita.
Complained about all of this to the manager who was more interested in telling us her problems, very unprofessional as i felt she was going to have a breakdown on the spot.
Drinks were offered, i thought these were complimentary but were on the bill at the end.
Totally spoilt our eve out, this place has just been refurbished and taken over, so expected it to be fab, instead it just made me mad !!!

    • Value
    • Service
Thank sharondevine
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CathedralHotel, Owner at The Castle Hotel Restaurant, responded to this reviewResponded 2 April 2012

Dear Sharon,

Thank you for taking the time to visit our restaurant and for the kind words about the quality of our food.

Let me first apologise for your experience and for the disappointment that you felt regarding the service. This certainly does not represent the levels and standard of service that we require from our team. As a new business we will endeavour to learn from this experience and your comments.

As you stated, we have very recently re-opened after a major refurbishment and have clearly experienced some teething problems, which impacted your evening. I offer my sincere apologies for allowing our start up issues to spill over into effecting your enjoyment. That is not an acceptable position for us. Of course, your complimentary drinks should never have been included on the bill. I will endeavour to contact you from our booking records to further discuss how we may put these issues right for you.

Your comments, along with our own initial observations will be used to help us improve our offer and service standards to the level that we expect, so we thank you for your feedback.

Kind Regards
The Owners and management team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review
Reviews (100)
There are newer reviews for The Castle Hotel Restaurant
See the most recent reviews
Traveller rating
Traveller type
Time of year
Language

98 - 100 of 100 reviews

Reviewed 12 February 2012

Service was very good and as we are disabled the waitresses carried our dinners to the table for us. There was plenty of choice of meat and vegetables, plus it was all nice and hot. I believe this is the only carvery in or close to Devizes which I would recomend.

1  Thank karen59_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CathedralHotel, Owner at The Castle Hotel Restaurant, responded to this reviewResponded 30 March 2012

Dear Reviewers

The Castle Hotel was taken over on 5th February 2012 and is now under new ownership.

We closed the premises on 26th February for 3 weeks and embarked on a full redevelopment of the Bar, Restaurant, Hotel and Kitchen.

Upon re-opening we developed a completely new menu which caters for a broad range of tastes. This includes a daytime snack and sandwich section, a more fomal 3 course option for the evenings, Senior Special offer and of course our highly acclaimed Sunday carvery.

We'd be delighted to welcome customers new and old, to experience our bar and restaurant. If you do chose to visit, please let us know what you think, in order that we can improve the experience for both yourselves and others.

Thanks for reading our response.

The owners and management team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2013 via mobile
Google Translation

    • Value
    • Atmosphere
    • Service
    • Food
Thank Kaushik N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers who viewed The Castle Hotel Restaurant also viewed

 
Devizes, Wiltshire
Devizes, Wiltshire
 

Been to The Castle Hotel Restaurant? Share your experiences!

Write a Review Add Photos & Videos

Owners: What's your side of the story?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing