Aqua Bar & Grill - Petts Wood — Restaurant in London

Booked table for 7.30pm on a Monday, ordered about 15 minutes later. Waited over 30 minutes for my drink, which I had to chase before it eventually turned up and around 1h 30 for our meals. Mine turned up without any chips (steak and chips) steak hadn’t been rested thus was very disappointing, waitress did return to give me five chips - after double checking they were in fact missing as the chef apparently didn’t believe her even though she was the one who served it to us. Husbands steak meal came with only three chips - on querying this is the correct size portion! No condiments on table and no offer of sauces, a walk across the resturant did elicit, sorry, some salt and a sad squirt of mayo on a saucer a few minutes later. Despite all this they didn’t even take off one of our drinks from the bill as an apology and still added the service charge.

No sign of a manager even after we said the food was disappointing given how long it took to arrive nor did we see anyone approaching other tables when at least two of them sent food back to the kitchen which suggests whoever was in charge was either completely oblivious or didn’t care that customers were clearly not happy. Perhaps as everyone was calm and polite in speaking to the staff they can’t be bothered to get involved.

Given they weren’t full it must be even worse on a busy night.

Waitress was embarrassed enough when she turned up with the card machine to offer to take off the service charge, I guess that was all she was able to do - frankly she was the only person in the place who was running about to try and deal with the unmitigated disasters most tables seemed to be experiencing.

It was our first time eating here, if not I’d have probably just walked out after an hour having not received an apology for the delay or any food. It’s pretty unforgivable to take a booking that it is clear that they weren’t in a position to fulfil in any reasonable timescale.

With prices of around £50+ per person (mains and a couple of drinks) and likely nearer £75-100 pp if you include starters, deserts, wine and coffee it’s not a place I’d return to or recommend as the quality of the food wasn’t...

I have never complained about any restaurant online so this is my first, but my experience so so terrible I feel that I need to speak up. I have to say this was one of the worst experiences in a restaurant for a long time! I visited this restaurant last night (05/01/2016) with a crowd of about 15 people. The first complaint I have about this restaurant is that I had to sit in my coat and scarf the entire night due to the restaurant being so bitterly cold. The restaurant was in fact so cold that you could even see your breathe in the toilets. I ordered the meatballs as a starter and then the lobster ravioli for the main course. Later on in the evening I was informed that the lobster ravioli was unavailable so I chose the seafood risotto. This I did not mind. My starter came served lukewarm and as soon as I had finished it I started to feel unwell. I tried to put this feeling aside but after having less that a quarter of my main I decided to stop eating and hardly touched my one glass of wine. At no point did any of the waiters asked if everything was okay and hardly attended to us the entire evening, despite the fact I had clearly left the majority of my food. When the bill came the service charge was automatically added. After deciding that the service we received was not adequate enough for a tip a few of us refused to pay this. The waiter then came back and complained to us that we had underpaid. After pointing out we have actually paid over the amount we should have (by £25 in tips) he then said, “Oh yes the tip is optional.” After leaving the restaurant I then had to return to use the bathroom. Thankfully the staff left me re-enter to do this. I then proceeded to bring up my entire meal in a toilet with arctic conditions. I have basically paid £30 for the pleasure of vomiting seafood and freezing half to death! If I could put 0 stars I would but unfortunately Google will...

Likely to be my last visit. First & second times were great, third time had to send food back. Last time, most of the beef was fat and gristle. Waiter enquired why I'd left so much so I politely explained and he said oh... and still stuck 12.5% service charge on. Tonight we had rib eye steaks. My partner's was much bigger and cooked properly. Mine was overdone and not only much smaller, but again, full of fat and gristle. The waiter asked why I'd left so much and I politely explained that I don't eat fat and gristle, I would have liked it cooked properly and it would have been nice if we'd had somewhere similar in size pieces of meat. He said they can't tell what the meat is like when they buy it (!). I would have complained during the meal but nobody came to check how the food was.a Now, Monday night is 50% off steaks and the bill came to £66. They'd added the 12.5% service charge (they don't seem to have a problem getting THAT bit right!). However, they added the 12.5% to the price before the half price was taken off, so charged £11 tip. This works out to closer to 18% tip. Utter rip off by people who just don't care about keeping their customers.

UPDATE: 27/01/19 Have them one more chance. Haha what a joke. Had deep fried brie, cut into it, one mouthful of cheese and rest of it was an empty breadcrumb shell. Nobody came to ask how food was so couldn't tell them. Nobody asked when they cleared plates, even though entire starter was still on plate. Asked for bill and manager then asked so I told him and he said it was strange, brought the bill and charged me for the starter and £7.25 service charge. After a number of hit and miss experiences here, we've decided...