The Hope & Ruin — Restaurant in England

Got booted out the bar despite not ordering drinks for not having ID. I went out with friends from work because we had somebody coming over from an office in another country for one night. The night out wasn't planned so I didn't have my passport - tried to show a photo of it but the bartender would refuse to even look in my direction - like talking to a wall, wouldn't even listen to what I had to say. Now I understand people are just trying to do their job but in this particular case it was bad service plain and simple. There was no reason to make me leave the establishment considering the circumstances. I don't care if you have to look more closely at who you are accepting orders from - that's your job. Don't kick me out and make me leave a group of colleagues if I'm not even going to order, simply because you're too lazy to bother distinguishing between your customers.

Aside from this, the food menu is lacking non-vegetarian options. Last time I went here for lunch I don't think I saw a single meal with meat which is sad. I might have missed something though - but do consider this if you wanna order a meal here.

Personally I hope I never have to come back to this establishment - the treatment I got once was enough. There are plenty of other bars in Brighton which are cheaper, cozier, and offer better...

The security are unnecessarily rude and aggressive. They barred one of our friends because she went downstairs to the toilets and apparently had to leave the venue to queue up again, even though she is disabled. They are basically on a power trip and really unpleasant experience. It’s a shame and damages the reputation of a small venue.

It is disappointing that in the reply to my original post above your team have lied to you and you have taken that at face value rather than address quite a serious issue with your security team. Unfortunately this is not an isolated incident and I know others who have had the same problem with your security team being overly aggressive and rude in innocent situations. In giving more information, my friend has a learning disability which leads her to have difficulties with signs (eg for toilets) and does not smoke. I will certainly email though my experience of emailing your venue previously has also been a poor one. I know from having run events myself that there are often difficult did situations where security need to be firm but this was certainly not in that category and was just incredibly poorly judged and aggressively handled with no concern for customer care or any empathy. Really poor and unprofessional...

really really love this pub and i have since moving to brighton but unfortunately received absolute AWFUL customer service last night. i attended a gig, which was amazing, but whilst we were enjoying it, my friends drink and coat was stolen. i advised one of the barman there to see if maybe they would be kind enough to replace the drink, or help look for her coat, and had the reply of “that’s not my problem” even after asking this member of staff to repeat himself as i was so shocked about this response, he continued to repeat himself to ensure i knew how much he didn’t care. after this i told some other members of staff about his reaction and was advised the same. i absolutely understand that they may not have been able to refund this drink, or even find the coat, but it would have been helpful to know that they actually cared about their customers who were giving the business money. i will be going to this pub again, but as i now know their standard of customer service which is absolutely appalling (especially as i have 3 years experience of hospitality) it’ll always be...