Monks Haven — Restaurant in England

My husband and I have used Monks Haven at Whitby almost every week for the past year. We have no complaints about the food as confirmed by our frequent visits. Usually we are served by young people or a lovely dark haired petite more mature lady. Again happy with the hospitality. We are local people. Yesterday was a busy day for Whitby as it was Goth Weekend. As usual we went to Monk Haven, on looking through the window we spied a table that a gentleman was just leaving. We opened the door to go in. Initially the lady in the doorway whom we had never come across before told us they were full, I pointed out the table the gentleman was leaving. This lady then told my husband and I that we had to wait outside whilst she cleared the table and promptly shut the door in my face, also catching my foot. My husbands reaction was to go elsewhere as this lady was so rude to us. I said why should we spoil what had been a pleasant experience in the past because of a rude staff member. It was only when she let us in that I realised she was the owner. On asking her if she was the owner she replied "yes why". I informed her that I thought she was rude to us. Instead of apologising she told me she had been busy and I had to leave. Good manners cost nothing. This is how respectable loyal customers are treated.I was so upset. This lady needs to realise without customers she would not have a business. At no time was I rude, I was just upset at being treated this way. She behaved like a bully simply because she could. She proberley gets away with this attitude because most people are visitors to the area and don't come back. Good food is not enough in restaurants, the ambience is important. A pleasant atmosphere goes along way. Her husband works hard in that business, only to be let down by her front of house rudeness. One very upset...

We were so excited to be able to visit Monks Haven with myself being gluten free, I was wanting to try the scone. The bonus also was the fact they were on the registered establishments list on the gov website, for the eat out to help out scheme.

Sadly upon visiting this establishment we saw a sign in the window saying they are NOT participating in the eat out to help out scheme. We still asked for clarification on this to which the member of staff's manner with me, when I did ask, put me straight off.

With having a hungry toddler with us, we said we will still come in. The member of staff didn't explain why she was wanting my surname and a mobile number. I can only guess that this was to do with track and trace for covid.

We were show to our seat, wasn't offered a highchair or asked if we require one. I asked for one, to which the tone I was again spoken to in, wasn't great. I was told they only have two. I explained he couldn't sit in a chair. The member of staff left us. We felt very awkward and didn't know what to do. We waited, to which no one returned. We had no option but to leave so we just did.

It made us feel not only not valued as customers, but unwelcomed. Not once was there an apology, or a sense of empathy in the situation at all.

We weren't going to spend our money here given the level of customer service we received upon arrival.

Please note this isn't the only place, that has signed up to the government scheme of eat out to help out, then that are on the gov list of registered places, and then not actually using it. Yes you may have signed up and then seen it unfit for your buisness, but this is not a reason for poor customer service.

Why would you not go else where that is using the scheme and appreciates your custom,...

Staff generally pleasant (most managed a smile) with quick service. Food nothing to shout from the roof tops about but fills a hole if you're hungry.

The owner on the other hand was an outright embarrassment to the establishment. At the end of our meal we was made to feel uncomfortable because we chose to pay with card rather than cash. We use contactless even more so given the global Covid pandemic and general guidelines as a matter of safety, not only to ourselves, but to the staff that serve us. We then witnessed her go around the whole cafe and openly lecture people about how the banks are "robbing them as they charge 40p per transaction" and that people need to support independent businesses with cash only! She then guilted one gentleman so much he made his way in the rain to find the nearest ATM. It was clear to see others, like ourselves, that don't usually carry cash felt publicly shamed and embarrassed. It was made into so much of an issue you'd think 40p off a £9 sandwich was pushing them into poverty!

Something smells fishy about this cafe, and it isn't the seafood sarnys!

FAO: The Owner - If bank charges are so much of a problem for your business, ditch the card machines and stick a cash only sign in your window. It's embarrassing to see a fully grown woman have an adult tantrum over banks doing what banks do. All the other businesses in the area manage it without a complaint.

FAO: Potential Customers - if you want chips... Go...