The Bank Bar & Brasserie — Restaurant in Hamilton

Arrived at 3pm on a Sunday wanting to support local and by going to a Lawernson Group bar we felt we were doing that. Keystone, Furnace and House all closed so Bank bar was the only option available to do this. Arrived at the bar and were asked to sign in, which we did do - although no one validated this process. My friend and I were asked to take a seat anywhere and table service would be provided.

We questioned if this would still be the case if we were to sit out the front in the sun to which the bar tender assured us someone would be out shortly - we indicated that we wanted food and drinks. We took a seat. Waited 5 - 10 minutes. No one came. My friend went back in to ask if we could either get service or if she could tell the staff what we wanted for lunch and to drink and they could bring it out as that seemed to be protocol. She was asked to return outside and someone would be out shortly to take our order.

Now, we are pretty patient, When she went inside there were 4 staff just chatting behind the bar and she was told that we had been forgotten. They were not run off their feet and had only a handful of tables to serve between a fair amount of staff. Same bar tender brought out a bottle of chilled water and two dirty glasses (lipstick marks), two laminated drinks menus that were wet and grotty under the laminae and quite frankly disgusting.

We asked for a few drinks and again for a food menu - third time! Our drinks arrived a few minutes later with one lunch menu for us both to look at. We finished our drinks and having not seen hide nor hair of any of the staff again, we decided to take our custom elsewhere as the service and lack of caring from the staff members to provide even basic acceptable manners and service was apparently beyond them. We went inside to pay and clearly we had been forgotten about again as she exclaimed " ohhhhhhh someone was just coming out to take your order" Not acceptable to wait half an hour just to place an order and request service repeatedly.

Took ourselves, our wallets and our loyalty elsewhere - to Mexico, just down the road in-fact where it was cheery, warm, excellent service, clean glassware, clean menus and staff who were engaged with their jobs and their customers not just loitering around doing sweet F A. From someone who has worked in Hospo for 10 years I don't like leaving reviews like this, however in this case it is justified...

It seems to be every time I come here, I get lied to about what alcohol Im being served. On two separate occasions now when ordering gin beverages. Occasion 1 while eating and drinking here for lunch, I was purchasing the Gin and Lychee cocktails, by my third cocktail in, there was no gin in the cocktail. I questioned this with staff and they were adamant it contained gin. One of the bar staff (off duty) questioned what was going on, he tasted it and even he said there was no alcohol in the drink. They refused to fix it and claimed "we have a ring in bartender who doesn't know the cocktails" and I ended up leaving without it being resolved. Occasion 2 was last night. I ordered Gin again. First I asked for their house Gin, soda water and lime. That was basically just soda water. I couldn't taste any alcohol at all. Second I ordered specifically a Bombay Sapphire gin with soda water and lime. This one admittedly tasted fine (very strong) so I didn't have an issue. Third Gin I went to the bar to order, the same bartender who was off duty from the first time, was now working and made my drink. I asked again for bombay sapphire with soda water and lime. I was given Vodka. When telling a bar staff I got the wrong alcohol in my drink she told me she didn't believe me and drank out of my cup to test it. She then asked the other bartender what he put in my drink and they both walked out to the back by the kitchen. They both came back and admitted that they don't actually serve Bombay and that they'd previously given me house Gin (unknown brand) and that he didn't actually know what alcohol he put in my last drink. This is absolutely shocking and as an ex bartender myself I was appauled at their lack of respect for customers and more or less accusing me of lying. As an ex bartender of 10+years. I expect better from an establishment like the Bank. I'm Really annoyed and unhappy as I really enjoy the atmosphere and want to keep coming back. But it seems as soon as a customer orders a couple of drinks they assume we won't know what alcohol were being served. It's actually quite unsafe as I'm not a vodka drinker for a reason, and like to know the brands I'm being served. On a high note my Cajun chicken I got for dinner...

So shocked at the horrendous experience we had tonight; the Bank usually delivers an okay experience, not incredible - but fine. Acceptable for the price, menu and environment.

However, tonight we were forced to pay more than we signed up for...

When we were seated, we were informed that there was a 2 for 1 deal that included everything on the menu - but the lamb shank and fancy steak. Wondering if the entrees were included, we asked our waitress, and she confirmed that entrees would be 2 for 1. When going to pay, we noticed we were being charged for both entrees. Upon correcting the price, the person finalising our payment said that it didn't include entrees and only mains. When we politely explained that our waitress had informed otherwise - she said there was nothing to be done about it, and that the waitress was new. "the deal just doesn't include entrees.." she said. Feeling awkward but frustrated, we insisted that we would not have gotten two entrees had we not literally double checked it with the waitress - so we shouldn't have to pay for both. We said we understood that mistakes happen, but that it was not fair to charge us. She went and spoke to her 'manager' out back, some other lady walked up to her, not addressing us, asking her what was going in. When she filled her in, this other lady says to us ( actually very rudely) "well its called 2 for 1 mains, not entrees. So, no." they then proceeded to charge us. Extremely uncomfortable experience, never returning. Not only that, we were not informed there was a 50 minute wait when we were seated, only after ordering drinks. Also, later in the night the waitress started clearing the table whilst someone was still eating. It was clear they were trying to push us to wrap up. Food was fine, no complaints.

We understand that people make mistakes - we've all been there. Hospitality and customer service in general is tough! However, we were quoted a deal that informed our order - and regardless of whether or not its true, the deal should be honoured. Hate to be the Karen but its...