Such a disappointing experience for my husband's birthday dinner on Saturday night. We were running a bit late due to taxi delay but I phoned ahead to advise and they were happy to accommodate.

We arrived and were seated at a window table as requested so that was good; took a while to take our drinks order but again this would not have been a big deal had it not gone downhill from there.

Over 30 minutes to get a our starter; 1hr45m in there was still no sign of our main course. Not one member of staff advised us of or apologised for the wait or offered us drinks refills, until we complained. I asked to speak to a manager, who then took ages to come over the first time and said he'd come back as soon as we'd finished the main. We ate fairly quickly as by that point we had been in the restaurant over 2 hours. The plates were cleared after about 10 minutes; again we received no apology, no check in as to whether our food had been ok for us, no offer of drinks or dessert (not that we would have stayed for those!). I had a table booked at another venue for drinks and entertainment at 10pm which I had to cancel as we were still in the restaurant.

We waited another 20 minutes after our plates had been cleared and the manager was doing anything but coming to sort things out with us. I would have been expecting at least the mains to be removed from the bill but wasn't really happy to pay for any food after the terrible service, attitude and food not worth the over 2 hour wait.

After he continued to ignore us, I'd had enough so I got up and made my way to the exit. He watched us pass him and didn't even say a word.

The restaurant had my phone number and email address from my online booking but I am still yet to receive any communication regarding my experience or the fact I had to walk out without paying (or sit there all night being ignored!). If they had contacted me, I would have paid for the drinks.

I don't expect perfect service every time; issues are unavoidable. What I do expect, is for them to be handled appropriately and efficiently and this was far from it. Such shame as the setting, location and atmosphere were great.