A popular steakhouse chain has apologised after a major kitchen failure forced it to cancel the Christmas Day bookings of 78 separate parties, leaving hundreds of diners scrambling for alternatives at the last minute.
Festive Plans Shattered by Kitchen Fault
The Miller & Carter restaurant in Hockley Heath, near Solihull, was compelled to shut its doors on December 25th after discovering a critical fault with its kitchen extractor fan system. The issue, found during morning safety checks at 9am, meant the ovens could not be operated safely, rendering the venue unable to cook any food.
Despite engineers working on the problem, a replacement part had to be sourced from Blackburn and couriered 90 miles to the site. This delay meant the restaurant could only become operational again by 6pm, far too late for the scheduled festive lunches. A spokesperson for the chain said the team was "devastated" by the closure, describing Christmas Day as the most important day of the year for both guests and the restaurant.
Families Left in the Lurch on Christmas Day
Among those affected was James Munro, who had a booking for a party of 13 at noon. His group included his sister, who had travelled from Devon specifically for the occasion. Mr Munro revealed he was not contacted by the restaurant directly, instead learning of the closure from a friend whose daughter worked there and had been told not to come in.
"The day has been a write-off," Mr Munro posted on the venue's Facebook page. He estimated around 300 guests were turned away, including his own family of five. Upon visiting the restaurant, staff confirmed the extractor fan fault with "glum faces." Faced with no Christmas dinner, his party was forced to improvise, purchasing last-minute supplies from a Little Waitrose at a garage.
"We spent £85 at Little Waitrose... not your normal trimmings," he said, adding that the meal they had pre-paid for cost £420. He expressed frustration at the lack of immediate communication and practical compensation, suggesting the large national company should have had contingency plans.
Apology and Compensation Offered
Management at Miller & Carter Hockley Heath posted a public apology on their Facebook page at 1.20pm on Christmas Day, explaining the "unexpected electrical issue" and confirming they were contacting all bookings. The company states that its team personally called all 78 affected parties.
All impacted customers have been offered a full refund for their cancelled meal. Additionally, they have been invited to rebook for a complimentary three-course meal with a round of drinks. The restaurant emphasised that safety was its priority and thanked most customers for their understanding. The venue reopened successfully as planned on Boxing Day.
This incident highlights the significant disruption and disappointment caused when major hospitality bookings fail on key festive dates, leaving families to pick up the pieces of their ruined plans.
