Napoleons Casino & Restaurant, Hull — Attraction in England

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...

Well this casinos restaurant is raved about so wife & I decided to go. Our first impression was confusion as the three receptionists bombarded us with questions on who registered and how. Once we got that sorted as wife applied but for me, we proceeded to the restaurant. A polish waitress walked passed as we waited and we said hello, she said 'Yes' very abruptly so we said we would like a table , how many for.? Mmm let me think, yes 2. From here service went down hill. We were seated and had to ask if we could have a drink 15 minutes later. Now there were 3 young girls just standing chatting at the till. We were having the 'dine in style' and wasn't asked what free drink we wanted. We then had to ask a waitress to take our food order. I said we wanted a bottle of wine with dinner and ordered a decent mid priced one. The starters came and no wine so we had to chase this up. The waitresses spent their time chatting at the till, they didn't scan the customers or walk round asking if anyone wanted anything. A table next to us had some ingredient issues and the waitress was clueless and asked the chef 3 times. Brining samples each time. There was no obvious restaurant manager or supervisor and the service was appalling considering the type and quality of establishment. The food however, was fantastic. So good. Well seasoned and fresh. Beautiful. Home made banana and caramel pudding that was so light and tasty. Had some fun on the roulette as had £10 of chips and a fiver for the slot machines. We set a spend limit over this and stick to it so didn't loose a mortgage payment but had a great time. The meal with 2 bottles of wine and our free gins came in at 95 pounds for the two of us. 35 of that was the wines. Fabulous meal, great fun but service was dire. We will say it's one of the most cramped casinos we've been to with tables tight against each other and lots of guys throwing chips on several tables and hanging round to the point we were confused and concerned. So minus 1 star for cramped tables and minus 1 for bad service. Btw: wife works as head waitress in a restaurant so knows...

Been to the Dine in twice over the past month and experienced slow service on both occasions. Emailed napoleons to advise them of this and they have basically stated that because all 3 courses were brought out within the 2 hour period of the booking they don’t think it was slow which is understandable to some extent but I was trying to explain service was slow as in after we had eaten our mains we had to sit with our plates in front of us for a long period of time before someone came over to take them which isn’t a level of service you should expect. They forgot our sauces so we had to get up from our table to ask for them meaning by the time they actually brought our sauces we had almost finished our steaks. And we had to get up again to request dessert order to be taken and again for the bill.

It would greatly improve the overall dining experience if your staff were more attentive in overseeing tables to determine when diners have finished their meals and promptly remove empty plates as not all tables eat at...