The King's Fairway — Restaurant in Borough of Spelthorne

There was no positive aspect to this "experience". We were hungry, wanted to eat around 6p.m. but the website told us that the first available slot wasn't until 7.45p.m., we took it. We, 2 old men, then had to guess a departure time up to about 11p.m. My brother suggested 9.30 which made little sense as he's teetotal & I've just come out of hospital on meds, so there'd be no boozing. We settled on 9.15 in case it took a long time to take our order, prepare & serve. Lots of faff but we had a confirmed reservation. We arrived a few minutes early, nobody was greeting/seating diners. No proper welcome at the bar, it was either "Who's next?" or "What can I get you?" We were then told, "I've got no idea where your table is, it could be anywhere. Take any which doesn't say reserved". At the table it became apparent that nobody would be coming to take our order. We struggled to get the app onto our phones but my brother finally managed it; it wouldn't load on mine. The app was "clunky" & there were mentions on the menus about discussing options with the staff (which I'd have liked). The app totted up the bill & seemingly got it wrong, missing the promise of a free drink for using the app and/or our meals qualifying for an evening package and/or not applying a £5 discount code I'd been emailed. It had also added on a TIP! As nobody from Ember Inns had answered the phone to us to make the reservation, nobody had greeted us, nobody had bothered to find our table & nobody was interested in taking our order, the mere suggestion of a tip would've been an added insult. My brother went to the bar to put our order in. It was now approximately 8.12p.m. and he was told, "You're too...

Most shocking experience in a long time. The customer service from staff is non existent, I’ve never been spoken to so abruptly regarding my order. Table was pre booked, specifically asked for a table near the disabled toilet, was told this would be absolutely fine as we have our elderly grandmother with us, only to arrive and be told we weren’t able to sit there. We then ordered our food to our table , food ordered same time together, bill paid in two transactions. After waiting 50 mins, only half the tables food arrived, to be told an order for table 3 went through in between our orders so they are being served before the rest of our table. Absolutely shocking they would not serve the same table their food in one go! When the rest of the tables food arrives it’s burnt, the carrots so undercooked my Nan could not eat them, nor was she able to cut through the pastry. My child’s burgers where rock hard, inedible!

When brought to the attention of the staff they were unapologetic and just made excuses regarding only having one oven in the kitchen, but they need to let people know the food is going to take longer, just putting a sign up saying maintenance doesn’t explain there is only one fryer!!! , not even “I’m sorry your food order is taking a little longer than expected “ nothing , Really think your staff need a course on customer service, a little smile even goes a long way. To see members of staff behind the bar on their Mobile phones is awful when I’m having to ask them to clear the plates from starters and mains to make way for pudding. Honestly I’m absolutely shocked!!! It was an actual waste of money, petrol and time coming to the...

Go to the pub they say to help keep businesses open but when you receive such poor service, your better off at home. Certainly would have spent my time and money better. Disappointed is not even enough to say how bad the service was. A sign saying maintenance doesn't explain anything. No warm greeting, more of an inconvenience for placing an order, no empathy, no please or thank you not even a smile. Waited over an hour for food after asking how much longer to be told that there was only one fryer working. I did say it would be good as a courtesy to let your customers know that you are experiencing some delays and the food order could take an hour or more, this allows the customer to make a decision. No apology, just a stare to then be brought food and place on table without any thing said, not a thank you for waiting, or apologies for the wait or even enjoy your meal. Staff need a course on customer services specially in the hospitality industry. I get if customers are rude staff, they are not going to be happy bunnies but when your customers smile at you and say thank you, a smile wouldn't hurt. Food was ok, burnt lasagne, veg rubbery and took way too long. I won't be going back and have changed plans with other friends now. I work in Customer services and really suggest talking...