Honey — Restaurant in Budapest

Visited here with my family on holiday as it was recommended by a friend. When we arrived it was quite busy but the waitress tried to seat us quickly, I'm gluten free so I tried to ask her about the gluten free options but she dismissed me and told me they're marked on the menu. I wanted to order the granola as it was marked as containing no gluten, but when I asked the waitress she seemed frustrated with my question and told me the granola was in fact not gluten free as they use regular oats. She was frustrated again and told me that they offer gluten free bread, so I quickly chose something else off the menu. When the waitress returned with our drinks, she was in a rush and didn't walk around the table instead leaning over a member of our table and spilled the entire tray of (thankfully cold) coffees over them and breaking the glass. The waitress was understandly in shock but did not apologise until a few minutes later and then left to get a tea towel for our party member to dry as much as they could and moved us to another table. She brought over new drinks and then said that we wouldn't need to pay the bill and she was sorry. Our food arrived by another waitress, when I asked to confirm that my food was gluten free she said "it should be", as someone with coeliac disease this was very concerning so I asked her to check with the kitchen which visibly annoyed her. She then returned and said this was the only gluten free bread they had so it must be mine. The food itself was delicious, but when we were finished the member of our party who has the coffees fall on them wanted to give the waitress a £20 tip as a way of saying not to worry about the coffees and they understand. Myself and my partner stayed behind to use the bathroom and when we left to say thank you for the food we had to pay the bill (after being told that we wouldn't have to). Overall our experience wasn't very good; the service is not very good and the staff are clearly overworked and there was not enough people to serve. I was gutted about our experience as the food was good and it was so highly recommended, but I wouldn't recommend going here at all. There are more brunch places close by that are much cheaper with good food and better service.

Edit following the owner's reply: This is the first time I have posted anything about this restaurant or my experience here. I do not appreciate you making it seem as though I have a "mission" as you stated again the restaurant. I'm making people aware of the issues I faced as a gluten free customer and the experience our party of 4 had, please be aware that more than one person from our group might make a review. I accept your apology, however that does not resolve the issues we faced. Perhaps you should review how you deal with issues such as this and how you...

We needed somewhere to eat that offered a gluten free option and saw this place had good reviews so went there specifically to have breakfast (visiting Budapest for the Grand Prix). The waitress seemed stressed and flustered because of the heat and that it was a bit busy). She accidentally tipped a whole tray of coffee onto my poor husband - he was absolutely drenched from head to toe in coffee, thankfully most of it wasn’t too hot otherwise he would’ve been scolded too. His clothes, hair and my Osprey back pack got covered in coffee that not only stains but smells. She did apologise immediately and said our food would be free. We decided that we were too far from the hotel to do anything and we were hungry so thought we’d stay for the meal (my husband is far too easy going and forgiving). Come bill time they still charged us and just took away the price of the coffees! 😡 Also, the only thing on the menu that states it’s GF is the granola, but on closer queries, it turns out the oats it’s made from are not GF oats so it would cause a reaction for people that have a high gluten intolerance - so it’s a good job we checked! I wanted to complain and speak to the manager but we were in a rush as my husband was so sticky and damp from the coffee we decided he needed to go back to the hotel for a shower and change before we headed to the Hungoraring. The restaurant probably doesn’t care as we won't be regulars - but this is definitely not a good way to treat customers! I jokingly said I would take a photo of my coffee drenched husband but didn’t in the end as he was embarrassed to be in that state in public - but I wish i had now so I could post it here and you could see how awful he looked - it was an accident, but he was literally wet through from head to toe in coffee!

I have worked in hospitality for many years both as front of house and owner. If this happened on my watch, it would be standard to refund the full meal as an apology - not just the drinks. Also hire more staff during known busy periods - eg when the Grand Prix is in town! (not always...

If you like their food, what can I say, probably you don't know from quality and good food. The worst brunch we had in Budapest in ten days trip. We actually saw them bringing their bread and milk and whatever from Lidl. The service was rude, the food awful croissant with pate was the worst, too sour it made me wanna throw 🤢, the sourdough..no this it wasn't a sourdough..the sausages from lidl too! Come on guys you made effort to create a menu and you are using bad quality product to create something beautiful but it taste like garbage.

The answer below show your professionalism, I work many years in hospitality and kitchens am not just disrespectful annoyed customer!! I understand from good quality food, I create menus and dishes regularly. If a main ingredient is sacre and we don't buy whatever we find, we say the dish is unavailable! And you brought inside a large amount of every ingredient you needed from lidl and not just a few... Anyway if I am rude is because of what i received from you. When a customer is not satisfied with food we asked the chef or the manager to talk to customers not just give the check to pay you without eating the food! Come to Mediterranean countries to meet hospitality dear!

Update:

I am happy that you are still answering, I said my opinion, nothing changes on what I experienced and what I believe for your restaurant. More bad reviews while come for you from unhappy customers. If you don't use the bad comments to improve your restaurant and you respond aggressively to cover up your mistakes and shift the blame onto the customer you will never grow! And how you know that I am not owning a restaurant already?!...