Fox and Hounds, Thorpe Audlin: Yorkshire pub offering free Sunday roasts to diners after 'significant issues' on Christmas Day

The Fox and Hounds in Thorpe Audlin, near Pontefract, said the issues on Christmas Day “fell well below the standards that we expect of ourselves” as it issued an apology to people who dined there on Christmas Day.

In a social media post on Facebook, the owners said issues with the booking system meant some customers who arrived for their Christmas meals did not show on the system, which in turn led to “unmanageable pressure” being placed on staff members and the kitchen.

One comment on the Facebook post said their table of nine was the only one to get starters within two hours, while another said the level fo service was “disappointing”.

The statement said it would be offering a free Sunday roast to any customers who dined with them on Christmas Day and were affected by the issues, as well as a free dessert to anyone who wasn’t affected by the issues.

The company said it was doing this to “show you the level of food and service we aim to deliver”.

The full statement said: “We would like to sincerely apologise to everyone who joined us at The Fox & Hounds on Christmas Day and was affected by the service issues that occurred.

“What happened on Christmas Day fell well below the standards that we expect of ourselves as a company, and more importantly, the standards our customers deserve. We fully understand the disappointment, frustration, and upset caused to those whose day was impacted, especially on a day that means so much to families and loved ones.

“Following a recent change in management at the venue, there were significant issues with booking records. Unfortunately, this resulted in customers arriving who were not showing on the system, which led to the kitchen and service being placed under unmanageable pressure.

“While this helps explain what happened, it does not excuse the outcome, and we take full responsibility for the experience our customers had.

“As a gesture of a genuine apology, we would like to invite everyone who had a booking for Christmas Day to join us this Sunday for a complimentary Sunday dinner, on us.

“In addition, any guests who would like to visit the venue this Sunday but were not affected on Christmas Day will receive a complimentary dessert with their meal, as we welcome the opportunity to show you the level of food and service we aim to deliver.”