Family visit to Bath. After looking at the website and seeing the reviews for "The West gate" were pretty good we decided to book Sunday dinner for 1pm as it was close by the Roman baths where we were visiting. We arrived 10 mins before our booked time met a nice young girl complete with radio on the door. We asked if things were running smoothly and whether there would be a wait for food as we had only an hour in which it eat before heading off to see next site. The girl messaged kitchen and was told no delay but for us to order straight away. We were shown to our table and given menus, we asked where the days specials board was as it said on the paper menu but we were passed to a man also with radio called Tim. He said they had been busy and that if we wanted roast there was only one beef one lamb and as much chicken as we wanted. All good... We ordered drinks for 5 (larger, larger shandy, cider and 2x J20s ) one lamb, 2 scampi, one roast chicken and a burger and chips.

The drinks arrived, with a lager of but no shandy. The waiter who had taken the drinks order passed our table and we told him that we were missing a shandy. He said come to the bar and pay for one as he had not taken payment for it. I said I'm sure he did, he pulled my receipt out of the bin and checked. Sure enough I had paid, he apologized and gave me my drink. We sat chatting and waiting. The restaurant was not busy, after some time 40mins to be exact we were getting restless. The door girl passed by so we asked where our food was, she got hold of Tim out of sight but within ear shot. He asked kitchen where our food was, he came and apologized and said the food was in its way. We reminded him we were on a dead line and that we weren't happy, he then fetched our food. The food was luke warm , it had obviously been at somewhere for some time, hungry and in a rush we ate it be when Tim came back to check all was ok we said no the food was cold. He apologized and said he would get us some complimentary chips, we continued with the meal most unhappy waiting for the chips. A further 10 mins passed and Tim passed again telling us he was just going to get chips. We waited, past our dead line to leave, no chips arrived so we got up and left. As we passed the girl on the door we told her we were most dissatisfied. As we got out side Tim rushed out. Apologized again saying the kitchen was on the upper floor and our food had sat in the lift. He asked what he could do, if I had had time I would have asked for my money back. But as we had to leave as next visit was booked. I took nothing from him.

So I am afraid I will not recommend this establishment. Staff were pleasant but incompetent. Service was terrible and the food not worthy of the price. Tim did try to apologise and asked what he could do to compensate us. But to be honest it was such a basic order, we had pre- booked and the bar did not appear to be busy we don't understand how we had to wait so long.

After leaving this review I was contacted by a very nice gentleman who apologised profusely. He had looked into my review and having ascertained that it was a correct statement of fact he offered me a refund on my meal. Which I have happily accepted. I hope that he looks into that days events so that they don't happen again.

I have upgraded my star rating from a 1 to a 3 star in recognition of the refund.

Many thanks The West Gate.