Sub 13 — Restaurant in Bath

Would not recommend. Please be aware this venue is NOT Hen Do friendly

We had very poor communication from the venue from the beginning. We called to book a table/ area for our friend’s Hen do. We were told we could book an area and pay £5 on the door for entry for a group of 15/20. We then called again to ask about pre ordering drinks, and we told we needed to book a party package (starting around £200) and our booking wasn’t confirmed without a deposit. We were quite worried as this was not discussed when we first booked. We then received a call saying we can have the area and pay £5 on the door as originally confirmed - poor communication between the two managers

We came to visit the venue a week before the Hen do to see the place and possibly where we could be seated to get an idea of decor etc. however we were told we won’t know where we will be sitting until the day/ day before as that’s when tables are allocated. We emailed our preference on where we would like to be seated if it’s available, then we were told we had always been booked in a specific lounge - which we were not shown upon looking around - yet again poor communication between staff, the guy that showed us around didn’t even look up the booking or show any interest in us being there.

We arrived half an hour early to set up a few decoration for the Hen do, met our ‘host’ which we then didn’t see again until the end of the night when they threw us out.

The bar tenders downstairs were fab, accommodating and friendly but these few members of staff were the ONLY helpful people at the venue.

We wanted to pre pay for everyone’s entry for ease so asked if we can make payment for the people attending the party. We advised we would pay for 15 people but a few may not be coming so would let them know later on. We were told at that point we needed this payment in cash and could not accept card, so one of us has to run off to a cash point as this has not be mentioned at any other point when booking. Would have been helpful if this was mentioned to us before we arrived so we could have been prepared. 11 people arrived and some could not make it, we asked if we could use the spare £20 we paid for 4 peoples entry on a few nibbles for the table but were told ‘it doesn’t work like that’.

We were told upon booking there would be a bar nearby wherever we’d be seated so we could order drinks, but when we went to order we were told we have to use the app- which was not suitable for some of the people attending the Hen, especially when we were put in a basement room with no signal. We were also charged 10% per drink for service which meant you paid an extra £1.50/£2 Per drink.

We’d booked the room until 10.30pm, however at 10.10 the host came in and asked us to help her clear all the decorations away/ drinks off the tables as their next guests for that room had arrived. They then proceeded to pop the balloons (large helium foil balloons) we’d bought earlier that day without asking us and cleared away drinks we had just paid for and told us to leave the room. We told the bride to leave the room at this point whilst we were clearing away this was meant to be an enjoyable night and this was really upsetting.

The booking process was very poor but we were hopeful the actual night would be better service, unfortunately this wasn’t the case and the night was completely ruined by the their lack of customer service, zero attentiveness...

What a horrendous place. Expensive drinks and rude and useless staff. As if the drinks weren't expensive enough, there was a service charge on every transanction- £5 on every order- taken every time a drink was requested. There was no receipt given and card machine was always in the servers hand- so he added the charge and he gave us no chance to rectify this. My partner was only made aware by her bank app telling her the £11 round was charged at £16 and her friends £8.75 drink and been charged at nearly £12. He also made a point of breaking rounds into smaller transactions to get more service charges (when told that there were in fact two of the same drink ordered, he charged her friend two separate times, so overall, £22 for two bellini's...)

When told that the table wont pay service in such an outrageous way, we were made aware service was automatically included on every table service transaction- but also told we were not permitted to walk to the bar and order there. Meaning we had to tell the server EVERY TIME to take the charge off.

We also had two pregnant people in the group and the establishment seemed incapable of making non alcoholic drinks correctly resulting in drinks with alcohol in front of them and sickness triggers added when specifically requested to be removed.

To top it all off, each of us had to pay £5 entry (in cash...) despite booking a table in advance and being a large group of 16 that would spend well. Terrible experience and sadly not my first in this venue. This time had rowdy uncontrolled drunks throwing drink behind us. Last time had loud drunks falling through the table and smashing glasses everywhere. The staff and security seem unable to control patrons and worry more about the money in the till than guest safety.

There are some hideous places to drink in Bath but I think this takes the top...

We came for my friends 21st, however we were shocked by how the staff spoke to everyone. We were rudely explained the £5 entry, despite our friend not being told that we would have to pay beforehand, and even after checking our booking email, we could not find this fee. They knew they were in the wrong as we were allowed in for a reduced price, but that was the only ‘nice’ gesture we received what so ever. Once inside, we ordered drinks, and instead of £13.50 for two cocktails, we were charged £15.20 each. This is not discussed before we paid, and only discovered this on our banking apps, which was not customer friendly as adding a service charge should be conveyed at the point of service and we were not even given an opportunity to see how much we were paying on the card machine. To top this all of, we had discussed with two different staff about receiving a sparkler in a glass for my friends birthday. 5 minutes to midnight (as she was about to turn 21), we receive an angry manager who explains extremely rudely how this isn’t allowed and we need to pay now or we will get nothing. Our friend (whose birthday it was) could overhear this and it was meant to be a cute surprise. Furthermore, we now only had 3 minutes to sort something out and couldn’t discuss quick enough with our group what to buy. So she ended up with no birthday surprise. This was unacceptable as we had been told that this sparkler was arriving and we were not offered any compensation for this miscommunication on their behalf. The ‘club’ area is tiny. The garden space is nice enough, but nothing special. The drinks were meant to be cocktails but felt like mocktails. Overall, luckily we made the night good for our friend, but the manager and staff need a serious attitude check. Please be nice to...