We recently dined at Lucia to celebrate my husband’s 50th birthday and were quite underwhelmed by the experience, especially given the special concierge package we booked.

From the moment we arrived, the experience was confusing and disappointing. We were expecting a welcome drink, nibbles, and our own personal server as part of the package. Instead, we were mumbled at by the receptionist and told to either sit at the bar or go directly to our table. At the bar, we were left waiting for over five minutes with no clear instructions. When we finally received the drinks menu, I had to ask if we could order any drink as it wasn’t clear.

After eventually receiving our first drink and a small serving of bread and olives, we moved to our table. The balloon I requested was there, but we had initially asked to sit on the heated terrace. Finding it too cold, we requested to move indoors and were seated in the conservatory without being given a choice, presumably due to a lack of availability in the main restaurant.

Once seated, we waited 20-25 minutes for a drinks waiter. I ordered a bottle of wine and specifically asked if I could take it home if we didn’t finish it. The waiter assured me it wouldn’t be a problem, yet later, they refused to let me take the unfinished bottle, which was particularly upsetting given its expense.

The delays continued with another 20 minutes before our order was taken and a further 45 minutes for our starters to arrive, followed by another 30-minute wait for our mains. The food was a significant letdown. Our chicken dishes were lukewarm, with nearly congealed sauce and minimal flavor. I chose not to request reheating to avoid causing a stir. Our son’s lasagne, while better tasting, was dangerously hot and bubbling, and all portions were notably small.

Given the special occasion and the premium concierge package, the experience fell far short of expectations. The service was slow and inattentive, and the food quality was disappointing. I believe we are entitled to some form of compensation for the subpar experience on such an important day.