Queen Of Hearts — Restaurant in England

Booked marquee for my son's birthday party. The first lady I met to get details was fab, she explained about having party in marquee with non-refundable deposit of £50 and explained I can book decorations either with them or choose outside my own. She also confirmed I can have bouncy castle outside and showed the place. Later I got call to check about my booking and then she said I have to pay extra £30 for heating gas inside marquee and also said I will get manager discretion as I wasn't informed at first. After a week I went to see manager to get my booking confirmed and there I met Lee, and I explained about my initial visit and phone call but he didn't want to cancel the £30. I discussed about bouncy castle and food and everything confirmed, also I checked if I can have party inside as its freezing cold and he said will confirm based on bookings he get. So I paid for my booking. Before a week of the party I went to pay for food, and that's the time he showed his awful behaviour, he said I can't have party inside which is fine but can't have bouncy castle cos he put tables and chairs outside piled up in the place where the bouncy castle was supposed to be set up. So I have to cancel it forfeiting my deposit paid. When I ask about heating the manager again said he can't take down as he getting nothing from this party booking coz I chose vendor from outside for decoration. So I have no clue then £80 going to charity? Not to the business? Also I paid for food and top of that parents ordered food when they turned up for party... So all these not counted for business profit? So, when I argued about setting up bouncy castle and to take off heating cost, he was so rude and said if wanted I can cancel the party booking. How can he be so rude and so mean when it is so stressful to set party on my own and I have told him that I'm doing this for my first time. I completely don't understand this poor customer service and asking me to cancel when the party is next week. I wish I could but I had no choice but to just make payment and come out.

When I went 2 hour before the party start time it was freezing cold inside the marquee and he brought the gas cylinder to set it up and could see only one heater for the whole Marquee and I dunno how it can heat up the place. It was so cold and can't feel the heat unless I stand close to it. All the parents and kids complained about cold even after 3 hours of running time. I Felt very bad. I'm sure the team knew that it will be freezing though you put this heater on but they never bothered to tell me and give place inside the pub. Why they take marquee booking in first place in cold weather and when they do so they should provide with proper heating facilities as they know its kids party. Food went cold immediately and no party organiser with me, I have to do everything on my own and each time to go into pub and ask for stuff. Such a nightmare it was. Paid for sweets treats in my food menu but that didn't come to the buffet and at least I got refund to that. They were so busy looking after customers inside the pub and never bothered to serve on time or to check if everything ok over here. £80 waste of money as we all were freezing inside marquee. Never will be booking there again.

My only relief is that Kids at least enjoyed the magic show that I...

I’m not usually one to leave bad reviews but My sister and a few of her friends all aged 17 went to visit the queen of hearts for a little late lunch (not their first visit, been there multiple times before) the time was 5.55pm. They then ordered some food and soft drinks to then be approached by the manager and got told in an inappropriate manner they had to leave because they were in a place that sold alcohol and didn’t want to risk them being served and weren’t accompanied by a person 18+. Then got told they were not to come back. Got told to leave because they didn’t want to risk them being served!?! If you have suspicions that someone is under the age of 18 you should know how and when to ID someone so you avoid giving underage people alcohol! I understand that it would have been an issue if the girls were trying to order alcoholic drinks but they simply just ordered a few glasses of soft drinks along side their food. As well as, anyone who works or has worked in the pub industry know it’s the law that under 18s are allowed in a pub up until 9pm where they then have to leave. One of the girls parents rang the pub to speak to the manager about the situation and got told that marston policy over rules the law and were then again told not to return to the pub. my sister and her friends quite enjoyed going for food at this place before this bad experience I think is appalling that 3 youngs girls got denied food. How do they know that the meal they ordered wasn’t going to be the only thing they could...

I was very dissatisfied with the breakfast with Santa event this year, previous years I haven’t had any complaints. This year there was no table decorations, no Christmas crackers on the table and a little activity colour page for the kids to do. Santa didn’t walk in to the pub, the owner just walked round ringing bells saying that’s santas sleigh which could and probably did spoil the surprise and the element of Santa arriving and even being real if they see someone ringing the bells saying it’s santas sleigh. Santa was just there in the little makeshift grotto, no arrival. The grinch costume was not convincing at all, it was just a rubber mask rather than the others who had the big fluffy head covers that look realistic and more professional. To be honest I’ve being doing breakfast with Santa with my little girl for about 4/5 years now and this has put me off doing it again next year. The present was just a cheap a nasty 50p selection box where as all the other years theyve been proper gifts. The service was bad for our breakfast too, we ordered first and everyone around us got served before me an my daughter because my table had no number on it and no wooden spoon with a number on like all the other tables but the server behind the bar said it’s fine he knows which table we was on. It wasn’t a good experience at all if I’m honest an I’ll be looking elsewhere next year which is shame as it’s our local and we like keeping it local but this year we was...