The Pullman Folkestone — Restaurant in Folkestone and Hythe District

The food here was exceptional, but the service left something to be desired. When we were sat, we were not given any drinks menus, and when our waitress came to take our order, she seemed to find it strange that we asked for a wine menu first - as if it were an inconvenience? We ordered a bottle of wine, starters, and the tomahawk steak to share - all of which were absolutely delicious. We were a bit cheeky when ordering the steak, and asked for all 4 sauces. The waitress said this wouldn't be a problem, but when the food arrived, we were only given 2 sauces (garlic butter and peppercorn). We followed up on the remaining sauces and were told that one was on the steak itself (chimichurri) and the other two were given, so I asked about the bearnaise and our waitress said she would order it for us 'if we wanted' - again, as if it were an inconvenience. The 4th sauce never arrived. Whilst I appreciate we were cheeky for asking for all 4 (although we obviously said we would pay for the extras!), I think we should've been told if it was a problem. Instead, we were ignored. Our table forgotten about until my partner physically went to the bar to ask for the bill. Even though we wanted desserts, we didn't think the menu would ever come. We were charged extra for the sauces on the bill, which we didn't challenge as we still got 3/4 however I still do not understand why our waitress didn't tell us we wouldn't be getting the 4th - that seems like basic customer service. All in all, the food is spectacular, but staff need better training. Oh, and please invest in some nicer wine glasses for couples sharing a bottle! Short glasses with thick stems do not encourage people to opt for a...

Newly refurbished venue with new menu.

Pros:

Pies were tasty, as were the sides.

Nice building

With a few more finishing touches it will look much nicer.

Polite service

Cons:

Initial table offered was laid for 3 people but really couldn't fit 3 adults, definitely a 2 person table with wishful thinking it be for 3. So we asked to move to a different table which in the empty restaurant was quite far back which might be why we felt forgotten about.

Service was lackluster and sporadic at best. Felt understaffed.

Weren't given any water for about 15 minutes after arriving when told we'd be getting some, and weren't offered the chance of ordering drinks before food. No drinks menu given at all.

Venue was cold, no heating on and a bit of a draft.

Not offered any condiments with the food.

After saying we didn't want dessert and plates had been taken no one came to check on us, and we actively had to chase for the bill.

Prices charged were different (greater than) those listed on the menus.

Discretionary charity donation added to bill but no information is given about the charity before payment or when paying unless you check the bill carefully. Maybe some cards to tell you about the charity should be placed around for people to know more about.

These might all be first week back open and new menu issues. But IMO serving staff need some more training / guidance on the menu, customer service and operating systems.

Food was tasty, so might give them another go if we're ever back in town.

All in all a very...

The experience starts as you enter, there was a light shower but they have a waterfall feature which they have achieved by not maintaining the gutters for many years, this allows a torrent of water to pour down the front of the building. We were a party of three on 31/12/23 one was a lady of 95 who needs a wheeled frame to assist her walking, this meant I had to stand and endure the torrent while holding the door for her. Once in there is a fireplace which I assume should have a warm welcoming fire but I think the chimney has received as much maintenance as the gutters, it’s blocked and there is no updraft there was no flames just lots of smoke pouring out. Then the usherette came and showed us to our seats, or that’s what it seemed like. It was like going into the cinema after the film has started, I strongly advise you to bring a torch. The service was acceptable or on the poor side of acceptable. We ordered the Sunday roast dinner the Yorkshire pud was stone cold the roast potatoes although cooked they were rock hard and took some cutting, the veg consisted of red and green cabbage and cauliflower which were cold the meat was good. The pain was not over, as we left we stopped to pay, which meant that just like the monkey in the little row boat we were throughly choked and soaked as we left. If I had to sum up the experience in one word it...