Y Sospan — Restaurant in Great Britain

This restaurant looked so lovely and on a recommendation decided to book due to COvid regulations . We explained we were 4 plus baby . On arrival we were greeted by a lovely young lady who tried showing us to an outside table . We said we had a baby and had asked for an indoor table. She said after a couple of visits indoors that we could wait in the doorway as it was raining and baby in pushchair. We were told if we wanted indoors we had to wait for a family to finish their puddings . We were happy to do so , but realised quite quickly that this particular table were still ordering food and more drinks !! We heard a lady come in after us and say she was booked at 7pm and they were given our table outside!!!!!!! . .. interesting as that was our booked table but now there was really no table booked ?!?!?. The worse thing was while patiently waiting for our table that was booked but didn’t exist ......was a couple of people were ushered to the door just by us with menus upstairs and after the third time of this happening . ( last time by manager) I asked the waitress why we couldn’t go upstairs ... she did it was shut ... I asked to speak to the manager On addressing the manager he was rude and basically said we had lied about the indoor seating request and that we had to wait as we had refused the outdoor table . When I pointed out he had given it to the 7pm booked people(we were 6.45) so where was their table he just made a mass of excuses saying it was booking logistics ! . I confronted him about the people that were ushered upstairs by him with menus but he was adamant it was shut !!! The place is a shambles ... no proper manager ... who was obviously lying to us about customers going upstairs with menus (not to eat)!! . Huge lack of any apologies or help regards a table for us regardless of blame or mis understanding over the booking ! Appalling customer service , 😡😡disgraceful and after working in the NHS for 34 yrs and giving the very best service to anyone regardless of booking mistakes , errors etc , it was a shocker . The customer is always treated fairly and comes first !!! This wasn’t even close to that standard of my life work , and I left feeling truely let down with an upset daughter, a newborn and no tea booked in Wales ! Awful !!! Very rare I leave bad reviews !! But this warranted it 😡 One star...

We booked a table for 3 at Y Sospan following a day out at Snowdon. Y Sospan was busy on the evening we visited, but we managed to book online. It wasn't until we got to the restaurant that we realised that downstairs was dog friendly and that upstairs was dog free.

My wife and I hadn't appreciated that we would be seated downstairs, despite not adding a furry friend during the booking process.

In hindsight, we felt we should have been given the option of 'upstairs only'. We hadn't brought any furry friends, but we were still seated downstairs.

I'm certain this wouldn't have been an issue under normal circumstances, but Y Sospan is quaint and bijou. We love dogs and have pets ourselves.

However - the table adjacent ours were happily feeding their dog the food that was being served - the last of the Hake - and with inevitable consequences.

The dog vomited under the table behind them, at the feet of dining customers. This was then hastily cleared up with paper napkins by the pet owner, and then placed onto the table they were sitting at, vomit and all.

Both sets of customers were hugely embarrassed by this and left very shortly afterwards. We discreetly pointed out to the staff what had happened and that the vomit-soiled napkins had been left on the table. After several minutes, the staff cleared the table, placing the vomit-soiled napkins onto the plates.

This was wholly unacceptable and marred our visit to be honest.

The food we ordered was good and tasty. Service was good, although at busy times you are reminded that food is prepared to order.

The atmosphere had been good up until the incident.

I'm not convinced that the floor was adequately sanitised whilst we were there and staff frequently had to walk through the area.

We were conflicted about leaving a review for Y Sospan, as the circumstances were largely out of their control.

However, on balance, paying customers visiting this restaurant deserve to know that if they are unhappy to eat amongst furry friends, they need to book an...

I am the partner of Jay Murphy and felt compelled to reiterate the constructive feedback he had given in his review after the response you gave. The member of staff in question had completely the wrong attitude to be working in the customer service sector. The staff member denied access to toilet facilties in order to change my baby giving the reason that they were only for paying customers. The weather was wet and windy, no compassion was shown by this gentleman and I felt he took pleasure in turning us away (as willing paying customers). If children/babies aren't welcome at your establishment then make it clear instead of being rude and unhelpful to potential customers. I imagine the staff member in question is possibly the person responding to these reviews therefore any constructive feedback maybe taken personally and the feedback given will not used to improve their service in the future. This is a real shame because with the right attitude this situation could have had a really positive outcome.

Additional comment added after Y Sospan responded:

Thank you for your reply.

I just want to clarify the staff member denied access to the toilet not because there were no changing facilities but because we weren't paying customers. Am sure the group of mothers who regularly frequent Y Sospan would agree a dry toilet is preferential for changing a nappy over a bus stop in the wind and rain.

After reading your 1 star reviews there appears to a common thread that groups with babies have been treated poorly by this particular member of staff.

As you refer to this member of staff in the third person I must have wrongly assumed it was yourself involved in this incident (apologies). I would reccomend you relay this feedback to this individual and also ask him to read previous reviews as he really isn't showcasing your business as being open and welcoming to...