I've been looking forward to visiting Duck & Waffle for quite some time. The views are incredible,…read morethe space itself is striking, and on paper it promises that perfect London mix of skyline, late-night energy, and elevated comfort food. Unfortunately, our experience was soured before it even had a chance to begin.
My girlfriend and I walked in excited, completely amicable, simply hoping to head upstairs for a bite and drinks. We were greeted by the doorman with an immediate, dismissive "Are you good?" -- not in a welcoming or helpful tone, but in a way that felt skeptical and unnecessarily confrontational. There was no warmth, no "welcome in," no attempt at hospitality. It immediately set an uncomfortable tone.
He then proceeded to call upstairs as though he were doing us some sort of favor just by allowing us to go up. The entire interaction felt transactional and judgmental rather than gracious. First impressions matter, especially at a place that positions itself as a premium dining destination. Hospitality begins at the door, not at the table.
When we finally made it upstairs, the room was filled with visibly drunk, rowdy groups -- which only made the earlier attitude feel even more misplaced. If that environment is acceptable (and profitable), then two polite guests looking for drinks and food shouldn't be met with suspicion at the entrance.
By that point, the damage was done. The initial interaction had already rubbed us the wrong way, and the energy upstairs didn't help. We ultimately decided to leave before even sitting at our table. That's how strongly the first impression impacted us. It's difficult to justify staying somewhere when you don't feel genuinely welcomed from the outset.
Duck & Waffle has the potential to be memorable for all the right reasons. But someone representing the brand at the very front needs to understand that hospitality isn't optional -- it's foundational. A simple, respectful welcome would have changed everything.
I hope management takes this seriously, because no guest should feel judged or dismissed before they even step inside.