Toby Carvery Goldington — Restaurant in England

As a disabled military veteran, I used the DDS app to book a table, suitable for my wife and myself who is disabled and has very limited mobility issues, and that the table was in close proximity to the service counter. On arrival we were shown to a table for 6 people, that was the middle table of 3, and it was impossible for either my wife who is both slim and fit, and myself to get access to be seated. Yet there were several other tables within the same area that were set for 2 and 4 people that were free. My wife explained the situation with the seating that had been offered, to which the member of staff agreed and we requested that we would be quiet happy to be seated at any of the other tables, which would have met my needs with regards my disabilities. To which the staff member said no that wouldn’t be possible, because they were booked for diners coming in 40 minutes later, and tried then to explain that they could have the table that we couldn’t use, if they didn’t have any mobility issues. And again she refused to reallocate me and my wife, I then questioned if there were any other tables available that could be allocated, given that there were at least 6 tables in the same area for 2 or 4 guests empty and again we were refused. She then said that we could sit in the bar area, but we would not have any waiter service, and obviously this area is the furthest area away from the service counter. I did question whether using the DDS app was worth while, as I had booked a table for 2 close to the serving counter because of my disabilities an hour prior to our arrival that had been accepted and confirmed on the system. Her response was she couldn’t do anything else to help us, as we stood in the middle of several empty tables that would have solved the issue. To which my wife and I left, totally frustrated and annoyed, but also feeling let down on the treatment that we had received regarding me being disabled and that I had used the app for service personnel. I did ask if Toby Carvery had a policy with regards disabled diners, and the response was...

I really don't know where to start, but here goes, we will never go back as the plates under neath still had dirty hard food marks on them, I didn't notice this when carrying plate as I used a napkin as I thought the plate might be hot, I noticed this after I ate my food and moved my plate.. instantly I felt sick! Also I asked for my cup to be changed as it was also dirty, so got another cup only to find there was still mouth marks on the cup where someone had been drinking. I called a young worker over and he immediately apologised and was extremely concerned at the state of the cup and we should him underneath our plates to, he looked mortified. (We took photos of everything) the lovely young worker said his name was Jakob, he was extremely nice and was professional, he seemed the only one to be working very very hard, he started to clean the tables next to us(unbeknown to him the 2 girls cleaned them well not really as 1 just wiped a few crumbs onto the floor and wiped a tiny bit of the tables!)the girls were too busy laughing with each other they didn't clean the tables properly! This poor young man was cleaning all those tables again without me even telling him the girls already cleaned (not) them. On our way out we overheard 3 front of house staff talking about our table and that we complained etc,Extremely unprofessional (I've had my own catering business and never heard my staff speak about any of my customers. Something needs to be done about this. We just felt so sorry for the young lad called Jakob, he was doing everything whilst others just laughed and joked or stood around doing nothing! But most importantly the underneath of all plates should be washed properly not just run under the tap and put out. That's what it was like as they were disgusting, if you would like the photo's I'd be happy to send. The funny thing is is that it has 5 star...

My Fiancée visited the restaurant after Christmas shopping. She was served by a very forward man, whom called her 'Darling' from the get go. Being there on her own, he proceeded to continue to come over to her table whilst she was trying to eat her dinner, and ask questions. Not the usual, 'is everything ok with your food either'. She is a very polite and friendly girl, and initially thought nothing of it. Until he came over and sat down in the seat opposite, and continued to asked her about herself, what she did for work, where she was from.... and if she had a partner. She started to rush down her food, as she began to feel uncomfortable, and was constantly in contact with myself via text, so I knew what was happening. I couldn't believe what she was telling me. He literally would leave her alone for more than 5 mins. When she paid he gave her a 30%discount and 'his' card. When she left she felt ill, after having to rush her food and drink, and had to stop the car several times on her way home as she felt she was going to vomit.

We both visited the restaurant yesterday, and sure enough, 'He' was on shift, and was straight over to her. Asked a few questions, including 'is this your partner?' Once he knew that, he left us alone.... well until we'd paid, then he was straight over to ask more. He knew a hell of alot about us both from the previous visit, showing that he'd pressed for info, from a vulnerable, friendly girl on her own, when she was there last.

It's disgusting behaviour, and I had bite my tongue from saying something to him, as there was others diners and didn't want to cause a scene.

I do have his name, and would appreciate a call or email from the manager.

It's a massive shame as the restaurant itself was lovely, the food was nice and the service we received from Helen our waitress was spot on, and undeniably...