The Ely — Restaurant in Hart

Service could have been 5 stars but one detail I feel did not warrant the 5rh Star.

Drink Card purchase at bar friendly bar person

Ordered Duo of Chicken via App sat at table 60 approx 7.30pm 9th July

Waitress delivers meal in a friendly manner but informs me I have to collect my own cutlery from the bar area.. I was rather shocked at this instruction but proceeded to the bar and left my food and drink at the table .

On entering the bar the bar person was busy serving other guests drinks, the Waitress saw me waiting at the bar and walked past a table in the main restaurant with cutlery on.

I waited a further 30 seconds and then I proceeded to that restaurant table and removed the cutlery to then eat my meal.

Orderd another drink on App, friendly table service received drink my from another bar employee, who cleared my empty plate of eaten food. Great to see Catering staff not returning to the building empty handed when debris needs clearing 10/10.

I then ordered Sundae dessert 99.9% sure a spoon would accompany this product.

How correct I was, delivered by same Waitress. I then asked the Waitress how come the dessert arrived with a spoon but my main course had no cutlery?

Her response was" the bar staff should have provided cutlery when I ordered"

I informed your Waitress I ordered from the App...so how would the bar staff know

No clear apology or reasoning from your Waitress apart from dessert spoons are ready in the kitchen. I replied very interesting.

My criticism on the service I received is that your Waitress walked through your restaurant with my main course possibly past cutlery, but her robotic training assumes I have ordered at the bar...

On arrival at my table to provide outstanding customer service she could have said " no problem I will get you some cutlery" Instead of directing me to the bar as described above.

I do not understand how your staff cannot differentiate between an App order and a bar order, and there appears to be some discrimination by ordering from the App, cutlery related in my experience. How would you know this process ordering on the App in the good sized beer garden?

Other observations on 9th July Check in for room fantastic- room 5 Room appearance and ambience fantastic Main course and dessert consumed fantastic Bar drink service and App drink service fantastic Food service/customer service requires improvement for my experience

A further general observation which the previously mentioned Waitress (possibly Duty Manager) and bar colleague came to inspect a leaking section of the roof over the accessible entrance, on Waitress arrival she disturbed a rodent drinking from this puddle.

To my astonishment neither did return to place a wet floor sign in this area.

Breakfast 10th July fantastic Food service colleague inquired what sauce I required with my Full breakfast. Expecting to be directed to collect my own, no this gentleman went and collected a bottle and brought to me.

Hope you find this overal feedback and the food service observations useful, and looking forward...

It’s not great putting a low review for a place but it’s not often these days to have a bad experience when going out to a supposedly nice restaurant. Things were great when we arrived, we were greeted and seated immediately and menus bought straight over to the table. There was 4 other tables in the restaurant with people dining in so it was a quiet Monday. We ordered two large glasses of house wine and then a waitress came to take our orders, we ordered a starter each and a main, she went away and a few minutes later came back to say unfortunately the mains we ordered weren’t available as the order that had come in wasn’t defrosted yet. No worries so we said carry on with the starters and we will have a look at another main. Time went by, our glasses emptied, my partner made several attempts to get their attention to say we were ready order and it felt as if we were being blanked as the staff would go past or attend to the tables around us. After about 20 minutes we started to feel a bit fed up, no starters, hadn’t taken our mains orders and sat with empty glasses, a couple of new tables started coming in and were being seat at tables around us, again we tried clocking staff attention and nothing, when one of the staff came to a table near us my partner said excuse me and the staff members walked off. We had now been here nearly 40 minutes, no food, lack of service and the new tables that had arrived had all had their orders being taken which would mean we would be waiting a lot longer for our food by the time it would actually be ordered. Out of frustration we went to the bar to express that we felt ignored and will now leave the food. Paid £19 for our two glasses of wine and the bar staff were more concerned to go tell the kitchen to stop making our starter and then had the cheek to use the excuse of there’s only two staff on. So two staff can’t handle nearly 8 tables. Sorry but that says a lot about how they have been trained if they cannot coordinate a less than half filled restaurant. Left hungry, frustrated and very disappointed. We had high expectations for this place and been looking to try it for a while now but after this experience on a quiet day we can quite easily say to people to avoid. If it’s not on the menu because it’s still defrosting then you need to manage your orders better and if staff are so overwhelmed serving a handful of people then clearly the manager needs to do some...

I will never return to this pub again in my life. We were greated by a larger women working at the front of the restaurant. She first of greated us by saying “yes?” Followed by asking if we were squadys. We were slightly early for our sitting so we decided to get a beer at the bar and walk out to the back. The women refused to let us walk through the restaurant, instead making us walk out into the rain. Our table shortly became available and we sat down and started looking at the menus. We had only just glanced at the menu when the larger women came over and asked for our order. We asked for 5 more minutes, to which she rolled her eyes at. She came back and we ordered our food. Me and a friend ordered the same meal, a sirloin steak. The waitress came back a few seconds later to tell us they only had one sirloin steak left and that I would have to choose another. I opted for the ribeye steak which was a considerable amount more but it wasn’t too much of an issue. The food came out 50 minutes later. They were all pipping hot apart from mine. The steak was dry and cold, clearly it had been under a heater while the others were being cooked. I asked a different waitress if I could have it warmed up and she happily took it back (she was much nicer). By the time my food came back out my friends had finished there meal. My second steak that came out was very over cooked, almost burnt. I decided not to keep messing around and just got on with it. Eventually the bills came and they were charging me for things I didn’t even order or receive. I asked to have the bill amended and to pay the price of a sirloin steak that I originally wanted. The waitress clearly didn’t want to listen to me and took all of my stuff off the bill. I wanted to pay for my meal but not for things I didn’t order. It made me feel very awkward in-front of my friends and made me never want to go back to the pub again. After speaking to other family members about it, it seems I’m not the only person who has had a bad experience. To the blonde waitress who helped us, thank you. To the others, please learn some...