A very disappointing Christmas 2025 experience

We attended the Christmas Lunch buffet at Toadbury Hall Country Hotel at a cost of R850 per person, and unfortunately the experience was extremely disappointing. The management of the buffet was appalling. Guests were left queuing for extended periods in front of empty serving stations, with no communication or guidance from staff. Many staff members appeared unsure of how to respond to guest concerns, which added to the overall frustration. The buffet presentation was untidy and unappetising, and numerous serving dishes were either empty or not yet prepared. Standing in line felt like a matter of hoping to get lucky when food was eventually replenished. A major concern was that none of the dishes were labelled. Guests were unable to identify whether food contained pork, beef, or lamb. This was particularly problematic for those with religious dietary requirements, forcing guests to repeatedly question staff — often without receiving clear or confident answers. Some guests ultimately chose not to eat certain dishes at all. Throughout the event, guests were openly and bitterly complaining about the overall experience — from the lack of food availability to the poor organisation and service. This created a tense and unpleasant atmosphere, which is completely inappropriate for a Christmas Day celebration that should feel joyful, relaxed, and well-managed. Given the premium price charged and the significant shortcomings in organisation, food availability, service, and guest experience, this event fell far below expectations. We respectfully request that management review this matter and consider appropriate compensation or a partial refund, as the experience did not reflect the value paid for. We would appreciate a response from management addressing these concerns.