Absolutely embarrassing.
We planned on a nice dinner for Father's Day, our nicest meal for our holiday.
I would have been disappointed with this level of service from a greasy spoon dive in a pub basement, let alone a highly rated restaurant in a 5-star hotel.
The maitre d took our orders personally, and managed to get one of our starters wrong, despite a prolonged conversation about what it was. (We had never heard of sand carrots). Wet got a half hearted apology about the delay, no mention of the mix up (we only know he got it wrong because the bus boys brought out the wrong one first)
Two of us ordered steaks, one was blue and one medium-well done. They somehow got those mixed up. When we mentioned it, we again barely got even an apology. Seems it's pretty par for the course for them to get orders wrong, from the maitre D's reaction.
My blue steak was cold throughout. The chips, which they claim are triple fried, were severely undercooked.
We had no one come by for the entirety of the meal, meaning I had nothing to drink with my steak (not even water).
Once we were finished eating, we stared at our dirty dishes for over 20 minutes before getting up to ask for someone to come clear our plates and take our dessert orders.
5-10 minutes later, someone finally cleared our table and took our dessert orders. However, they left the empty wine and beer glasses.
35 minutes later, our coffees showed up, and some of our empty glasses were taken away.
5 minutes later I had to get up and bring the remainder of the empty glasses to the desk myself.
Another 10 minutes later, we finally got our desserts. With the delays, we ordered more coffees (since we had ordered them to be had together)... We never got those second coffees.
After eating our desserts and getting tired of waiting, we, once again, had to march up to the front desk in order to get our bill.
Despite quite clearly expressing our extreme dissatisfaction with the service and food, the maitre d offered no personal apology, instead opting to hide behind the front desk staff.
How they got their high rating on Google is a complete mystery.
It seems you would want your a-listers on staff for Father's Day, which leads me to the unfortunate conclusion that this might have been the best they can do, which is a sad statement.
For a better level of service, save yourself several hundred pounds and get a sausage roll from Greggs. read more