A family who paid £1,000 for a luxury Christmas dinner say they were left in tears after waiting five hours for food - saying it was like a scene from Fawlty Towers.
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 for their dinner and staff at the hotel near Exeter, Devon, offered no explanation, she claims.
Many people took to social media to complain about the service, with some calling it a "Fawlty Towers" experience, Devon Live reports.
The hotel says one of the ovens stopped working just as guests started to arrive.
Lora Gosling and 13 other family members wait for their Christmas dinner (Image: Lora Gosling)
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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.
Inside one of the banquet rooms at Woodbury Park (Image: DevonLive)
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"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.
"People were not angry - just deflated. It was Christmas Day and they were hungry.
"There were about 30 people with young children who all left at about four without getting their main course.
"They need to offer a refund to everyone who was there. We were told we had to send an email to ask for a refund. They just said not to pay our bar bill.
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"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.
"Loads of unhappy customers waited longer than us.
"It was disgusting - mind you the soup was nice! But a bit pricey.
"My wife's salmon starter was lovely - but by then she would have ate the plate as well. What a waste of a day.
"We are having a second Christmas day on Boxing Day to make up for it and trying to see the funny side of it.
"But for a professional organisation like that who cater for all the rugby teams, it was a shambles.
"The restaurant manager who was there was new and he was so polite but the lack of information was part of the problem.
"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.
"I am incredibly disappointed that we have gone through the whole festive season serving literally thousands of covers and we got to the most important service of the whole month and this happened.
"Some people began to arrive early and there was no going back.
"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.
"There was nothing else we could have done.
"A few people I have spoken to had a great meal but for many we simply did not get their food out quickly enough.
"It was difficult for the front of house staff. We have asked those people who were affected to contact us."
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