Hotel Chocolat — Restaurant in England

Awful and completely unprofessional customer service. Ordered and paid for a milkshake with their chocolate whipped cream on top however when making my drink the whipped cream machine ran out and they proceeded to serve me the drink with the last splatter of cream all over the side of the cup. The server asked if that was okay and I said no and proceeded to ignore me and continue to place to lid on the milkshake expecting me to take it. I complained that it wasn’t what i had ordered and asked if there was anything i could swap it out with but was repeatedly told that “the cream is complimentary anyway and it’s sunday so they always run out” I also asked for a refund but the server seemed unsure of how to proceed. I settled to have the milkshake made again in a clean cup as the server was extremely rude and lacking generic customer service skills, no apology was given...

I was helped by a very enthusiastic young lady on 14/08/25, just 5 minutes before their closing time.

I initially came in to just get an ice cream. I believe the assistants name was Ava. She was very professionally and did not rush me despite closing time. I really respect that. Ava also introduced me to a lovely collection of chocolates when she heard my kids received A Level results on the day, so she suggested to get them a chocolate collection.

In the end I ended up spending nearly £40 lol. Well done and thank you. My kids loved the chocolates, and appreciated the sleeve with "You did it" message. I was also signed up for the hotel chocolates VIP membership to make savings. Superb service, and superb mannerism.

If you read this Ava, my kids send you their gratitude and...

I use to treat my self by going to hotel chocolate for their milkshake and it was the best from all I have tried. I use to take everyone I knew there because the shake was that good. Lately it's been really bad. Unfortunately it looks to be the same lady who initially I didn't have the confidence to say so as I thought maybe she is having a bad day. But again and again..the milkShake is so light.. Watery.. Not the rich taste it use to be. Finally got the courage to tell her... Which I really didn't want to... But sadly I went back again.. Same problem. 😒 It's really sad because I really enjoyed having your milkshake but I don't think I will be back again.. Or maybe pray and hope someone else...