Came here for lunch today as I was going to Hampton Court Palace for a day out and thought it would be nice to see what my options were in the local area rather than going to the palace café.
Positives first - the dining area/bar is very well decorated in a sort of period style which generates a great ambience, and this carries on to the general presentation. My food came in a little red Tudor-looking pot which I thought was a nice touch. The food itself was absolutely lovely - I had the beef and guinness pie, which has chunks of tender and beautifully-cooked beef in a delicious gravy on the bottom and well-moistened mashed potato (something I'm picky about) topped with melted cheese on top. I had a local IPA with it which washed it down very well, and was generally impressed with what seemed to be an emphasis on local, sustainably-sourced ingredients.
Where it really fell down for me though was the service, which frankly bordered on unacceptable. I came in at around 12.45 when it was quiet-ish and sat close to the bar and the door - I even asked someone whether I should order at the counter, as it wasn't clear, so there is no way I wasn't noticed - and it took me around 10-15 minutes to get a menu (I'd say to be greeted but the lady just plopped it on the table without speaking to me). I understand that sometimes there is a lot to do and you cannot immediately give attention to everyone who walks in, so this would have been fine, had the members of staff on duty not been chatting behind the bar the whole time.
When I did get a menu, it fortunately didn't take that long for the waitress (based on the receipt I think her name was Eszter) to come and take my order, but unfortunately, she didn't ask any of the basic, simple questions you'd expect, like ask whether she could get me any drinks first, or ask if I was ready to order - she just came over, stood there and said 'Yes?' (and I hadn't looked at her or indicated that I needed somebody - I'd been looking at my menu deciding what to order). The food then took a rather long time to come - which would have been okay, had I not seen other people with (what looked like) more complicated orders who arrived after me receiving their food first.
When I got the food, it was put onto the table without a word and from then not once did my waitress or or the other member of staff on duty drop by to see if everything was okay, or if I needed anything. Even when it was time to pay, I had to do my best 'I would really like the bill now' look in the direction of where they were chatting to be noticed. I was on my own, and maybe they thought I was going to dine and dash, but quite honestly I felt as if I wasn't welcome and was an inconvenience who was interrupting the staff's conversation by patronising the cafe. The waitress spoke so little to me that I would have assumed she wasn't able to speak English if she hadn't been carrying on a fluent conversation with her colleague a few feet away.
The quality of the service here is a real shame because it made what could have been a lovely experience into a black spot on what was otherwise an amazing day out. I work in retail and don't earn a lot of money, so I don't get to go places very often, and when I do go into a cafe or restaurant to eat I certainly don't demand to be waited on hand and foot, but I don't think it's unreasonable for a paying customer to be treated with basic politeness and made to feel welcome. As I said I really enjoyed the food and if the service had been up to standard I would be writing a glowing 5-star review, but sadly that isn't possible. I will not be coming back here on my next visit to the wonderful Hampton Court, and given that there are many other food options nearby would recommend that others avoid taking their custom to this establishment. Service and the way the customer feels when they walk out of the door are everything! read more