The Head of Steam Hull — Restaurant in England

Hello, unfortunately my most recent experience at your restaurant was far from ideal. I just want to raise this with yourselves as I believe no one else should have to experience anything like that again including the waitress. I have tried emailing and messaging on social media but continue to have no responses to even acknowledge the issue for over a week now.

My party and I visited on the 8th October evening for about 10 of us. The table allocated for our party was still in use when we arrived, no problem, we are easy going and preordered the meal as requested so didn’t mind having a drink at the bar first. Once all sat the staff confirmed we had all arrived and the meal would be out shortly.

Food began arriving until 15 minutes had gone by it was clear my meal (chicken wings and 2 sides) had been missed. We raised this with the waitress who very politely returned to us delivering a message from the kitchen and a copy of the preorder saying it wasn’t on the preorder. Which we quickly saw that in fact it was and had been missed by the kitchen.

These things happen and I was more than happy to wait as long as it was corrected. The waitress kindly provided a complimentary drink to keep me sweet while waiting. Another 30 minutes passed a I became a bit concerned why it was taking so long.

Long story short once the chicken wings and sides arrived, I took a bite out of the wings to only find out they where not cooked and where raw. Again these things happen but at this point I was past hungry and just asked for it to be taken of the bill as I no longer had an appetite following the flavour of raw and bloody poultry.

The waitress kindly took it away only to return with another message from the kitchen claiming that it is how they all look, ‘a little bit pink’. This is absolutely ridiculous, a chef trying to tell the customers that the raw chicken isn’t raw. With the excuse that the thermometer showed that the meat was up to temperature. Clearly they hadn’t defrosted the wings enough…But to try and deny that they sent out raw chicken is pathetic. I might of believed this if I hadn’t been a restaurant manager myself for over 6 years and know when chicken is cooked.

I truly felt sorry and embarrassed for the waitress having to deliver such a pathetic excuse from the chef trying to cover their own back. She was clearly embarrassed and shouldn’t of had to deliver the chefs message because the front of house team had been great.

On a positive the waiting team where fantastic, drinks where great and everyone else’s food had been delicious so the chef(s) are clearly capable and good at what they do. Mistakes happen but I don’t want the poor waiting staff having to face trouble for a chef who is to high on their horse to admit their mistake. Or even worse a customer to become severely ill because they had been told that it’s meant to be like that.

I had been looking forward to trying your food after hearing great things but I am rather disappointed. I am sure this isn’t a regular occurrence because of the good recommendations I have heard, but will not be in a...

Food and atmosphere in here has always been five stars for many years, I wanted to leave a review now after a recent experience in the venue.

On friday the 21st I had come in with my partner to have some food for lunch before going for my shift. The person on the bar at the time was cover staff from a different venue who had no clue what was happening in regard to what was happening with the chefs. It turns out they were training, which is fine in itself, but for nothing to be communicated with to the cover staff to know when food service would resume seems unfair. He said it would be 3pm, but when it came to 3pm the chefs had not returned from their training. So we had to leave for food elsewhere, as my shift started at 4pm.

We return Tuesday the 25th, there are four of us, and the usual staff of Jonathan and Laurie were on. I cannot fault these staff at all, they were attentive and welcoming and always have been on numerous visits! We ordered food, in which there was a slight mix up but easily sorted out, but the food when it came out was staggered, which I feel was due to Deliveroo/Just Eat delivery drivers coming in to retrieve their food. So, when the table fully had food, 3/4 people had finished their food when the last persons food arrived 25 minutes after two takeaway deliveries were made. It may seem a coincidence for them to arrive and our food to then be late/staggered, but it seemed worthy to note. Jonathan felt our plight and I cannot fault him and the rest of the staff in the HoS venue for what happened as it was out of their control.

I worry if the same thing will potentially happen when it’s during busier hours, and people will not be as courteous as we have been to the staff here, as they don’t deserve to be attacked by agitated...

We went here last Tuesday to catch up with some friends over dinner, as it used to be our local student haunt when we lived in the old town.

The atmosphere was mostly what you could expect - light, open, and warm, but there were a few delivery drivers milling about in the main dining area that spoilt things a bit.

Drink options at the bar were pleasantly varied and service was well mannered, but it was when we got food that things fell apart. Items came out with significant delays - up to half an hour for some of our party, which didn’t match up with the wait times we’d been told to expect by the bar staff.

When we enquired as to why, we were told any food for our table had been suspended until delivery orders had been filled, and that there was only one cook on staff running THREE different online delivery kitchens, with bar staff jumping in occasionally to help out the poor guy. Apparently some new idea by head office, maybe with the intention of seeing nobody come for dinner ever again. If as much would be the case, then it’s certainly worked for me - and I’d advise against anyone else dining in until they sort it out.

When things did arrive, they were actually pretty good, but it’s just a shame to see staff and customers so neglected by the larger business, to the point of total...