The White House, Guildford — Restaurant in Guildford

Four of us went for lunch here equipped with a voucher for 20% off the total bill. We told the manager about the voucher and then proceeded to order from their prix fixe menu. Food was good although I thought my chicken was a bit overcooked. Beers were very good.

The problem came with the bill when we were told that we couldn't use the voucher with the prix fixe menu, although there was nothing to say that on the menu. The voucher says it can't be combined with other offers but there was nothing to suggest that menu was considered to be a special offer. Moreover, because our food wasn't covered by the voucher, the drinks couldn't be discounted either! Just to complete a triple whammy they added a 12.5% service charge which is not declared on the menu.

Because they knew when we ordered that we were expecting to use the voucher, the manager worked out a deal that was almost as good. Nevertheless we shouldn't have to go through such hassle because of their opaque pricing policies. It completely spoiled the occasion and I wish I hadn't gone there. I certainly will not return and, since I blame the pubco, Fuller's, I shall not be using any of their managed pubs in future. Surrey Trading Standards have been informed.

The response from the pub completely misses the point and reinforces my displeasure. They clearly can't acknowledge that they are in the wrong. The discounts claimed for the prix-fixe menu are based on supposed prices that do not appear anywhere on the menu and therefore it is impossible to know that the menu is regarded as a special offer that cannot be combined with vouchers. The point they make about the service charge being on the bill is ludicrous. All charges being incurred by customers should be apparent from the menu and to put an extra on the bill is a form of moral blackmail that should have no place in the practices of any reputable business. On that basis I shall avoid Fullers managed houses in future and will make my opinions known as widely...

Stopped at this Pub for lunch and drinks this Saturday 18th July 2020. Had really been looking forward to it as this is our first lunch out since lockdown begun and have been here several times in the past and also we had traveled a long distance. Normal Covid procedures on check in went fine (very basic) but was then told No Burgers of any kind Chicken or beef and No Cesar Salads either. As this is a main part of there menu we had little option than to choose a Sandwich and add Chips on the side... We ordered, Chicken, chorizo & mozzarella melt, basil pesto at £8.00 and Triple cooked chips at £3.50. Whilst waiting for our order we noticed other couples kept being told sorry we dont have that on the Menu. When our food arrived it looked like they had been to Tesco for the Sandwich, it was pathetic!! plain white thin bread with hardly no filling what so ever... The chips were small and barely warm. I commented that I though it would at least come with a salad garnish, but the waitress walked away obviously embarrassed or just did not know what to say. We then asked the waitress for salt and was told it was in the napkins which when unrolled there wasn't any and then we had to try and catch the waitress to come back again. Also on the walk through from the Bar to the out side seating area stood a waitress that stop the social distancing gap... At the bar when ordering our drinks there was none of the usual bites available too. If anyones interested like management or customers, we took photos of our food to show how disappointing and poor it was. We appreciate times have been difficult for every one. But there are no excuses for bad service and this is what it was... You need to be fully opened or closed. This whole experience ruined our day out and we wished we had eaten elsewhere. Whilst walking around afterwards it looked like other establishments were coping fine, which makes it...

Our enjoyable works drinks were abruptly ruined by the rudest "Manager" I have ever come across. Michela the duty Manager is doing this business a massive disservice with her shocking attitude.

We were abruptly shooed away from the bar upon arrival. No hello, no pleasantries, just aggressive, rude behaviour.

We ignored this initial behaviour and thought that perhaps Michela was having a bad day. We then returned to the bar when my colleague politely asked for 4 pints of Guinness. This was met with a barage of abuse from Michela. "I am your server, at least great me with a hello and a smile. What's the problem" . All said in a very threatening tone. I asked what the problem was? "i don't have to serve you , you can go somewhere else". She stormed out the back and didn't return. Her behaviour was justified by one of her colleagues as - "She's a fiery Italian". Unacceptable and irrelevant.

What sort of behaviour is this? A customer facing business where we are paying our hard earned money in your establishment, to be treated like dirt off Michela's shoe.

There are plenty of pubs to choose from and pubs can do with all the support they can get.

We aren't a group of noisy, drunken Juveniles. We are a group of middle aged professionals and this was our first pub of the day.

I would suggest some anger management classes for Michela and perhaps some training in basic customer service.

Max on the other hand was an asset to your company. Extremely polite and professional. The two members of staff couldn't be...