The Henry — Restaurant in Surrey

Okay so this will be a long post and I have never written a review on anything before but I feel like this is very necessary. I am extremely disappointed with the lack of service and organization that this establishment has. On Saturday, Feb. 27 I went to the Henry with a small group of friends for my sister's 21st birthday. It was also her boyfriend's birthday so they decided to combine them. Days prior we had made a guest list for 25 people, not thinking it would be enough (as they were celebrating 2 birthdays) I made an additional guest list of 10 people. We were told to get there no later than 9 as they "reach capacity early". My sister, her boyfriend, my fiance, myself, and 4 friends showed up at about 8:15 and got right in as there was no line. It wasn't too busy, tables were pretty full but after waiting about 15 mins we got a table. After sitting down I asked the waitress for a menu as we wanted to order some nachos. She brought the menu and proceeded to serve all of the tables around us and didn't come back to us for 30 minutes. We tried to wave at her and call her over but the music was loud so she couldn't hear us. One of my friends finally had to go get her. I ordered nachos and they took another 40 mins to get there, in the mean time I received my bill for the food without even receiving my food yet. After we finished eating and had some drinks we were wondering why none of the other 25 people that were invited had shown up yet. We figured they were just late and coming in a group. At about 11:30 my sister's boyfriend went outside to find that his friends were waiting in line and had been for THREE HOURS. They arrived at 8:30 (15 minutes after us) and were told that they were "at capacity". Now, I understand when a bar is at capacity that it is a liability for them to let extra people in. That is not my complaint whatsoever. My issue is that if an establishment KNOWS that they fill up extremely early and they KNOW that they have guest lists for 30+ people they should be letting other people that DO NOT have a guest list in accordingly. It is extremely disorganized to be telling someone with a guest list to show up no later than 9:00pm and then when those people show up EARLY to not have enough room to let them in. The least you people could have done is wait until 9 and if the group did not show up THEN let the randoms without guest lists in. Otherwise WHAT IS THE POINT OF HAVING A GUEST LIST. It's a real shame that this happened because I live just down the street and the convenience of having a place like this to go is great for us. Unfortunately I will not step foot in this place again. You people completely ruined my sister and her boyfriend's 21st birthdays. They could not even celebrate with their friends after they were organized enough to make a guest list beforehand. Very...

I've been to The Henry 15+ times as I enjoy the environment, the food, the drink options and it's proximity to my house. I've always enjoyed it and considered it a great place to go. This has gone extremely downhill my last few visits with the most recent one being the worst yet. The pub was half empty, and there was an amplitude of servers to accommodate the number of guests seated.

To start, our server brought menus to the first part of our group but took 20 minutes to bring the remaining group members a menu and looked extremely unimpressed that we had sat down. It was 6:30PM and we had reservations. She disappeared again for quite some time, and we did not order our first round of drinks until 7:30PM because we could not locate our server and we had already decided our dinner items then. She was not friendly when taking the orders, and was not clear on the price of the every day drink specials.

I had an anniversary coupon for a complimentary bottle of bubbly and a dessert. We asked about it, and I asked if it was okay not to print it off to save paper. She instructed me to email it to her manager, which took another 10 minutes for her to give me the email. I asked her the reason for her needing the print out of the coupon, and she responded to me with an incredibly rude response that caught not only myself off guard, but the people sitting at our table. Our bottle came "shortly" after, and we managed to knock over a cup and break it. Feeling incredibly bad, I offered to clean it up when she came around again. She brought us the rag, again saying absolutely nothing but giving a dirty scowl, and I cleaned up the mess.

It also took time to order our second round of drinks, and the server never asked about the dessert. When we found her again around 10PM to ask if it was included or if it was an either or deal. She responded by only giving us the two dessert options available. She did not answer the question, and walked away yet again.

Completely fed up at this point we received the bill and weren't sure how to split it between us as we had just received it. She looked at us unimpressed and told us she would come back. I said "No, we will split it and figure it out later" because I refused to sit at a table waiting to pay even longer than we already had. We tipped very minimal because our service was terrible, and as we were leaving she hollered at us walking out the door and said "Thanks for the tips guys" in an overtly sarcastic tone. Completely rude, and unacceptable. We will be looking for a new bar to frequent.

Teach your servers how...

April 19/2015- 9:30 pm

My sister-in-law had arranged a birthday party for my brother's 25th birthday. As previously discussed with the staff, reservations for food are not valid after 7:30pm. However, we had a verbal agreement that was confirmed with staff that our guest list will be valid for 9:30pm. We ensured that this guest list will be considered sufficient as per our telephone conversation. This was primarily due to the fact that we had arranged a party bus to transport 17 individuals off to the Henry Public House.

Upon arrival the bouncers informed us there was no existing reservation. According to the bouncers the establishment had reached capacity. I asked for clarification about our reservation. The gentlemen reiterated that there was no reservation. We asked if we could wait, he said that they had reached full capacity. I asked to speak to management in regards to our reservation. The bouncer said " it was probably some waitress that answered and said it was fine, there are different waitresses that work each shift." Next, I asked the bouncer if this reasonable to him? 17 individuals showing up for a 25th Birthday Party without reservations in a party bus. He said no that it is not reasonable. I asked him if he thought this was fair. He said it was not fair. I kept asking to speak to management, yet I was unable to speak to management. There was no existing line up, yet 10 other individuals were allowed in the club. We asked several individuals that entered the establishment if they were on a guest list or if they had entered this establishment prior. They responded " We're not, I'm sorry guys we don't know what to tell you?"

Imagine the frustration and disappointment. This establishment has poor customer service, lack of management and lacks organization skills. No apologizes were given in regards to the miscommunication. Is it a customer's fault that incompetent individuals are handling incoming phone calls? The management team did not try to accommodate our party of seventeen or apologize to my brother for the inconvenience of his birthday. I have traveled to multiple countries, my business has always been valued and welcomed. This night, I felt as if I was denied in my own country and felt discriminated against. This event has left a scaring indentation.

Thank you management team, for your prompt response and investigation. I wanted to confirm this was not an act of racism. I also like to clarify that my friends and family did not have have intent to cause harm. We wish yourself and the establishment all the best in the...