Our recent visit to this establishment was marred by poor conduct, a lack of professionalism, and…read morean inappropriate level of personal judgment from staff -- resulting in what should have been a simple family meal turning into an unnecessarily uncomfortable experience.
Upon arrival, we ordered a round of drinks, including one, legally permitted alcoholic drink for my 16-year-old daughter, in accordance with Section 149(5) of the Licensing Act 2003, which allows for 16- and 17-year-olds to consume beer, wine, or cider with a table meal when accompanied by an adult. We were told that food would need to be ordered for her drink to be served (after we had been sat with our drinks for at least 10 minutes)-- a reasonable condition, and we immediately complied by placing a food order for the party, a £20 sharing platter with extra fries (fries were £6!)
Our meal was served, and we proceeded to enjoy our meal without issue. After finishing our food, I attempted to order a second round of alcoholic drinks for 2 adults in our group, along with an ice lolly for a younger child. At that point, we were abruptly informed that no further alcohol would be served to anyone in our group, despite the fact that no additional drink had been requested for my daughter. We were informed the manager was not there but they rang the member of staff and told them not to serve us anything else further. I would like to note at this stage, we were sat chatting about our week and our youngest daughter/granddaughters sports day (hardly criminal behaviour).
What followed was not only inappropriate but highly unprofessional. A member of staff made a personal and unsolicited comment, accusing me of "encouraging a 16-year-old to drink" -- a deeply offensive and legally inaccurate accusation. We were not in breach of any law, we were not intoxicated, and we were not acting irresponsibly. We had followed every instruction given to us in good faith.
It's important to be clear:
* We were served an initial round of drinks, with the understanding that food must be ordered for the 16-year-old -- and we complied.
* We did not attempt to purchase any further alcohol for her.
* The only request made after the meal was for adult (only 2 alcoholic drinks between 3 adults) drinks and a child's dessert item.
* The staff chose to refuse further alcohol service based on a personal and moral judgment, not law or customer behaviour.
If an establishment enforces internal policies stricter than legal requirements, it is within their right to do so -- but such policies must be communicated clearly (and prior to any purchase of alcohol for anyone within the party) and applied consistently, without condescension or personal insult. The staff's behaviour in this case reflected neither good judgment nor good training.
And while I would normally refrain from such personal observations, I must note: I will not be taking parenting advice from someone whose own personal hygiene -- particularly in regard to his dental hygiene -- raises serious questions about self-care, let alone professional standards. (If this establishment can pass personal judgment then I am entitled to reciprocate their tone).
We left feeling insulted, patronised, and unwelcome -- all despite having followed the rules and behaved respectfully throughout. I would not return, and I would urge others to think twice before spending money in a venue where lawful, respectful customers are treated with such disdain.
