Rose & Crown (Hotel) — Hotel in London

Letter below tells the story of the worst customer service experience I have ever come across!!

Dear Sirs, I would like to make the strongest of complaints on the way my family and I were treated at your restaurant on the above date! We were asked to leave at 7.45pm as our party of 9 had a 17 year old with us. We had booked by telephone your restaurant for my mothers 65th birthday celebration meal on Monday 31st July. We arrived for the meal at 7.30pm as per the booking and shown to our table by one of your staff. We sat and looked over the menu until a young waitress came to take our drinks order. As she went around the table she asked my 17 year old nephew what he would like, he replied "a coke please", she then asked if he had any ID, he did not and was not drinking alcohol anyway. The young girl said we could not stay as it was "company policy" that no persons under the age of 18 years old were in allowed on the premises past 8pm. We tried to explain that we were not aware of this and that he was not drinking, but she was insistent we could not stay. I asked to speak with the manager, she came to our table and was adamant we must leave. I pleaded that it was my mothers special birthday and as he was 17 years old and 6 foot tall surely it would be possible to show common sense on this occasion and allow us to eat at your restaurant. She made it clear that we had to leave! Working in the Leisure/Hospitality industry myself I find it incredible that this was allowed to happen. No laws were being broken and the policy could quite easily have been adjusted slightly for this instance. I asked the manageress where this policy was displayed, but she could not answer, I then asked if it was on the website, she told me it was, which is a blatant lie as I cannot find any information of this policy on your website. My mother was very distressed at being treated this way by your staff. Some of my family members had endured a two hour journey from Haywards Heath to spend this special evening with my mother. At no point during the booking of our table to being shown to our table were we informed of this policy, and being asked to leave in the manner we were was utterly upsetting and humiliating! I would like to know what compensation you will offer for us for this painful experience please? I look forward to hearing from you at your earliest convenience. Many...

Ive Visited The Rose & Crown many times and had mixed opinions. Often I have visited post tennis tournament and enjoyed the atmosphere and dreaded how Over crowded and slow service can be.

On my most recent visit I found the Staff to be polite and friendly but was taken aback when I saw the prices of select items and the staff member quoted "Well your in Wimbledon Village" i was taken aback and didnt know how to reply Was it intended as a joke or do these people actually believe that a premium is applicable due to its location.

I hadnt visited this Establishment in some time and due to these premiums and also the current situation I am unsure when I shall return.

As the team member stated Yes i am in Wimbledon Village a area with a few Drinking establishments and a large common with local shops to provide a wide selection including locally produced Beer and ales supporting local Industry in place of large chain pubs likes youngs.

Due to economic situation and such I understand some increases will occur but the way it was put to our group that due to it being Wimbledon Village a price increase is to be expected was a off putting and left a negative thought in our minds.

Not keen on the "Terrace" car Park seating area for those that dont have reservation or have elapsed timing on...

Stayed here last Sat and Sun night with my wife 18 and 19 Sept. 2021 Paid 320 quid for two nights in room 9, their largest suite inc breakfast on both mornings and dinner on one night. Its lovely. A relaxed but smart pub with 13 rooms I believe. Smack bang in the middle of Wimbledon village. Room fantastic with a huge bed, bath in the room, and separate bathroom with shower. Whilst on the front of the hotel, it was very quiet due to fitted double glazing. Lovely to watch the farmers market come to life on the Sunday morning. Its dog friendly. Breakfast was a really good standard and the choice of beers was good. Two small moans, we opted for the Sunday roast in the evening which was served lukewarm at best. We asked for them to be heated up which was done quickly but they were not fabulous meals. A shame because all the other food etc was great. The other moan, even smaller.... but all the tables in the dining room were sticky as if they had last nights beer all over them. They didn't I know because I watched the staff clean them but it felt a bit odd to have the saucers side plates and cutlery sticking to the table. The varnish perhaps? Anyway, a beautiful place, wonderful room good service and a great location. Thank you for a fabulous stay, we will return as...