Went to the this restaurant a week back. The only good thing about this restaurant are its location and the decorations.
The food served was pretty ordinary. We asked the waiter to tell us what is their speciality and told butter chicken so we ordered it with mango lassi . The chicken was pretty ordinary and the lassi had yogurt mixed with a cheap mango syrup (sold under £1 at most shops).
We had a partially used gift voucher to pay for the bill. We had used part of the gift voucher at its sister restaurant called Gymkhana only two months earlier, in fact the manager at the gymkhana restaurant asked us to use the money left over (which was a significant amount) at the Ambassador as they do a different flavour food.
So at the time of the reservation it was clearly stated on the booking that we will be using a partially used gift voucher y (with the voucher code written on the reservation).
When we sat at the table the waiter confirmed that he's aware that we would be using a gift voucher to pay and everything is okay, after we had the lunch I showed the waiter our gift voucher, he called the manager who stated that the gift voucher is only valid at the Gymkhana restaurant, this was really surprising.
When I informed the manager that we were told to use this gift voucher at any of the three restaurants in the chain he simply said ' sorry rules were changed last month' and our gift voucher can only be used at the gymkhana restaurant' - really! if so why was this not stated earlier.
The issue is that the information about the gift voucher was on the reservation (under section additional information - with the voucher code)and had told the waiter about the gift voucher, who confirmed that he's aware that we would be using a gift voucher (he would have only known this through the reservation made) but it was only at the point of paying the bill that the issue was raised- very disgusted and annoyed at this poor experience. We thought not to make a scene at that time and paid the bill in full.
When I raised this as a formal complaint to the restaurant manager in writing the initial reply was dismissive without answering any of the issues raised, I then wrote a second complaint and the reply was ' this incident has raised gaps in communication between our different sites, specifically regarding voucher policies, that we are confident we will learn from.'
So, this restaurant only learns from clients bad experience and cost. I said in my complaint that had we been informed about this policy we would gone to the other restaurant in the chain which was only 10-12 minutes walk away, and why the staff confirmed on our arrival that we can use our partially used voucher- to which no reply has been given read more