Booked online for a few weeks ahead to celebrate 2 family birthdays on 12.02.22. Waited nearly 30mins for our order to be taken at which point we were informed that the only choices were from a somewhat unappetizing set valentines menu at £60 per head.
On querying this, as this hadn't been made clear on booking, one of the staff (who we later found out was a co-owner) came over, she told us it was shown on the website if we scrolled to the bottom but my daughter who booked said she hadn't seen anything and checked her confirmation email but there was nothing mentioned there either! We asked to pay for the drinks and leave but were then told reasonably bluntly that we would still be charged the £60 per head regardless and said she'd leave us for a while to think about it.
A further 20 minutes later and still consoling my daughter, who had been reduced to tears thinking she had ruined the evening, we managed to attract the attention of a member of staff and placed our order.
I ordered fillet steak medium rare, it came out well done so it got sent back, it then came out again and it was blue, when it arrived for the 3rd time it was rare but mostly edible and as everyone else had finished eating I decided to accept it.
The owner ignored us for the rest of the evening although the manager did try his best to improve things and provide good service even asking the singer to make a birthday mention for my husband and daughters partner which was nice and at least made us laugh when Michael was sung happy birthday to as Michelle!!
When the bill arrived we said we were not prepared to pay the service charge based on initial poor service and subsequent very obvious deliberate avoidance as well as the steak having to be returned twice.
Talking to the manager during various conversations about why we wouldn't pay the service charge it turned out that the co-owner was well aware my daughter had been reduced to tears so said she wanted to give us space ??? I was in the hospitality industry myself and if you have an unhappy table then its very poor hosting skills to decide to ignore them all evening the least that should have happened is for her to come back over, apologise for the misunderstanding "however it happened" and check if everything was now in order.
On talking to another customer whilst having a cigarette outside they had found themselves in the same situation, couldn't eat the starter, chicken main was dry and they actually decided to leave before their dessert.
Won't be visiting again. read more