Worst (and RUDEST) dining experience of our lives.
Such a shame to end an otherwise enjoyable visit to Bruges on such a horrible note.
We were recommended this restaurant by our accommodation, and when looking at the menu we were excited to check it out.
Evening started off with quite a slow service (which Belgium is notorious for, but we were ok with that). My partner suffers from a medical condition which requires her to completely avoid certain ingredients, including pepper. We made sure to make it clear to the person taking our order and we were told it would not be an issue.
However, about 10 minutes into starting to eat the dish, she started getting symptoms indicating some pepper had made it onto her dish. When we proceeded to ask the person we ordered from (who turns out, is a co-owner) we were informed it wasn't cooked with pepper, however, that it was cooked on a grill which might have had traces of pepper from other dishes on it. My partner proceeded to show the owner the bits of pepper and said she cannot (and must not) eat this and should not pay for it.
At this point, any normal service provider would have simply suggested to either make the dish again, maybe differently this time, or to offer to make another dish instead.
The owner, however, defying any common sense and insight into being a service provider who should aim to gain returning costumers, simply said - "you have already eaten some of the dish and you are definitely paying for it".
At this point a bitter saga of arguments erupted, in the middle of the restaurant, the worst of which was when the owner joked that my partner seemed to have no problems actually talking (just because someone doesn't immediately go into anaphylaxis doesn't mean they are not allergic to something!).
After about 10 minutes of arguments the only person with any sense in this establishment was the chef, whom, upon hearing about the issue simply said "what's the problem? i'll just make you a new steak in a different clean pan".
Needless to say that by then our blood was boiling and we had lost our appetite. However, since we were made clear we are to pay for the steak, we begrudgingly agreed for a new steak to be made in a bag to go. Despite the fact it was likely more financially sound for the restaurant to deduct it from our bill and saved the uncooked meat.
Had this was offered from the get-go, not only would we have happily agreed, but we likely would have extended our stay, ordered dessert, and left a tip.
But - with this atrocious service and unbelievable rudeness of the owner, we did not wish to stay another second in this restaurant or given them one cent more than the bill required.
To summarize - food was average (for the price), but service so awful I would avoid coming here like the plague. read more