Lack of Employee's

My tourist girlfriend and I went to the Blue Lagoon ****tail Deck at Ramsgate Beach for lunch and drinks the other day. After waiting for what seemed a life time for service, we made sure to order food with our first round of drinks, because of common knowledge of the slow service. One and a half hours later, after seeing people who had arrived before us get their food, our ice cold chicken strips and chips arrived. When asking the waitress for an explanation, a response of ," there are not enough runners employed",was given. For a hotspot on the coast, is this kind of service acceptable? Is this the kind of reputation that the restaurant wants to uphold for both tourists and locals?