Disappointing service and ‘policies’.
Food, for the most part was good, which on previous occasions it has been too. However service was below par.
We were asked upon arrival if any of our party had any allergies or intolerances we stated that we did have a shellfish allergy and another had some intolerances but that it wasn’t a concern as it’s just an intolerance.
We were abruptly told we had to declare what these were as it must be made clear to the kitchen. So we said it was a gluten and diary intolerance but again we don’t have an issue and don’t need anything separating etc. (Without going into detail we were out for a nice evening and this person had decided to face the consequences of some intolerances the next day)
We then tried to order Fishcakes starter and Lamb for main, we were met with a disgruntled look from the member of staff and a “I’ll have to go check if you’re allowed that” we said, no we understand the fishcakes will have some breadcrumbs and the lamb sauce may have a flour to thicken. But the staff member said no we might not allow you to have it we can’t make you it if you’re intolerant to it. It will be up to the chefs discretion if they want to cook it for you.
Confused, we gave them the rest of the order and they went away. A few minutes later after they’d spoken to someone else they came back already speaking over us before they’d got the table. I got the feeling they were rather excited with the drama of saying no to us. “No you can’t have that, we won’t cook it for you. Shall I go get you a menu again?” Shocked, we said we will sign a waiver if you have one to say we’re happy to have it, or if you can see if the chef will cook it as you mentioned before. They said no we don’t do that.
Embarrassed and wishing we hadn’t said anything we ordered something different, cancelling the fishcakes and the main was now steak with salad. The starters came and were good. The mains came, the salad with the steak was wilted and blackened - and when all that is on the plate is steak and a small bowl of salad you’d expect it to have been done well.
To finish we’d ordered a dessert we were told a short list of things we could have, a few minutes later the staff member came back to tell us that the dessert we’d ordered for this person then wasn’t available with no stock 🤦♂️ after they’d just told us this is 1 of three things they were allowed to have.
So food ordering and policies surrounding this were a complete shambles. We then tried to have a cup of tea to finish, ordering Soy milk for it. The order was took and a few minutes later the staff member returned to say they had no soy milk.
I understand that not all meal options can be adapted to meet dietary needs, but basic ingredients should be available. And surely its an popular enough place to be able to deal with such things?
And it is unheard of that an order is refused because of the restaurants decision on intolerances despite what the Customer is saying?
Without so much as an apology for any of it, nor a reduction on the price of that persons meal deal (3 courses for £29) since they couldn’t have ANYTHING they ordered. If we haven’t have booked and been dressed to attend the casino we would’ve gone somewhere else pretty quickly. Disappointing
To top it off the roulette tables have been changed to £1 minimum bets and the machines force you to put £5 on minimum if you’re not playing a number. 🤦♂️🤣
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