A nightmare from the moment we stepped in. First our table was booked for 18:30 and was double booked, we had to then wait half an hour for a table big enough to be free. Once seated we asked for menus and nothing came, asked again and told to use the QR code, this isn’t suitable for a large booking so asked for physical menus again (but first was asked if I want the bottomless brunch menu, at 7pm?!). When asking how to order with the menu as it wasn’t table service, I was told we had to go to the bar, which was 6 rows deep at this point with not enough bar staff.

At this point we decided it was going so terribly and we were being completely ignored I went to get my £40 back which I had previously paid to hold the table as it was a large booking. Once again was told to go to the bar to get my refund, after queuing through the rows and rows of people I was told to go to the manager, with no direction to who this is, I went and asked who told me to go to the bar that I needed the manager, he disappeared and never returned. I was then left standing in the middle of the busy bar being completely ignored by all members of staff.

A friend then managed to get the manager, to which she took my booking reference and told me she would “immediately get my refund sorted and I would receive an email soon that evening”, I have yet to receive this email. However I would like to add the manager was the only helpful member of staff we spoke to, and was very apologetic.

If you can’t run the establishment to serve dinner sufficiently on a Saturday evening then I suggest you stop this all together if you can’t provide the service.

I have contacted the complaints department at Stonegate Group.