Be At One - Russell Street — Restaurant in London

Please see photos. I rated this place 5/5 back in June 2024 and praised the assistant Manager as an "asset" to the company on trip advisor. This weekend for my birthday it was the complete opposite. Customer service was terrible. In short: 1.We booked and area and paid £25. 2.A few members of the group went out for a smoke in the designated area. One of the guys tripped on the steep stairs that had a jagged surface and an assumption was made by security he was too drunk and prevented him re -entering the venue. My female friend came to get me whilst i was enjoying myself downstairs and told me the situation. I went upstairs to investigate with two others and asked security why my friend had been refused re-entry. 4.Because we disagreed with the security guards assumption, he then denied, myself and anyone else who came out to find out what was going on entry back in. Furthermore, he would talk over me and not listen. Stating that we are all trespassing! How ridiculous. We did not use foul language, was not aggressive. We were understandably upset. The security guard assaulted me and put his hands on me for no reason. Security guards can only use reasonable force if deemed necessary to remove from the establishment (inside venue) but we were already outside and was not threat to him or the staff. I was just trying to verbally establish why they were taking the stance they were and re enter, get my party, my belongings and go somewhere else but i was denied this. I called the police and got a crime reference number. Anna G - Took my industry card for no reason, snatched it from my hands from the top of my wallet when i was trying to illustrate to her that i am a regular customer in this area and work locally. She couldn't give me a reason why she decided to snatch it from me and give it to security. Not acceptable. I did not relinquish my card, it was snatched from me.

The security guard flipped his ID around so we couldn't take his details and report him as he knew he was in the wrong. I have since contacted the agency directly about him

The Police on arrival were very reasonable and asked me to try come to an agreement with the management. Angelo, the male manager then came and gave me a generic be at one card. I have not heard anything since.

I really didn't expect this and my birthday was ruined and my night was cut short because of this around 11pm. I spent over £240 in there and I couldn't even use the drinks I paid for as I was outside talking to security... I also didn't even get to use my £25 tab which im trying to get refunded and my...

I just spent the evening in your Be At One in Russel Street. I’m usually enjoying being your customer, but today unfortunately one of your Barlady (blond one) around 1am of the 31st of January insult me out of no where.

I asked her if she can give me the student discount, she said yes (even if she asked physical UNI ID, which she didn’t asked to my friend). I ordered 2 Island Party, at the moment of the payment I asked her if the total was for two or just for one because me and my friend wanted to pay separately. At this moment, she started swearing at me saying that the signature cocktail wasn’t included with the student discount so that she was making me a favour letting me pay 11.30 (2x1).

1- I simply asked her for what I was paying for! Just making sure if was 1 or 2 cocktails togheter. 2- communication skills are very important; if a customer asks you one kind of cocktail and is not included with the discount YOU SHOULD TELL THEM WHILE THEY ARE ORDERING NOT AFTER, so the customer can choose another cocktail from your list. 3- she treat me like I was insulting her or something, screaming and shouting that me and my friend were stupid for not understanding her and for not letting her speak!

This lady was so unprofessional and un respectful. She needs to learn how to work in a stress environment like a bar. Me and my friend were speechless for the rudeness of this person. Never saw something like that. I am a friendly person I never did a complaint but this time was different. We were attacked for no reason.

I didn’t want to talk with the manager to don’t create more mess and argument, it was my friend’s birthday I was there to enjoy my evening. I will come again definitely, because one person does not define a place, but please choose wisely who do you put...

I attended with my colleagues after our work Christmas party. At first the vibe was great until a member of staff was very aggressive with one of my female colleagues and her friend upon receiving a frivolous complaint from a lady who physically assaulted my colleague’s friend (whether deliberately or not, who knows).

My colleague and her friend were accommodating of the lady’s drunken antics until the lady elbowed my colleague’s friend in the head. At this point she was in pain and tried to address it with the lady. The lady then became belligerent and went to complain to the bar staff. The female bar staff approached my colleagues and started shouting at them. Rather than attempt to defuse the situation, she made it worse and then proceeded to ask security to ask them to leave. The security were polite and only following instructions when they came down to ask them to leave but possibly due to a bad description of my colleagues by the bar staff, my girlfriend who had nothing to do with the incident was then asked to leave instead of the the two ladies that were involved.

This is rather disappointing as we all (10+) paid £10 entry and spent quite a bit between us to be wrongfully kicked out shortly after entering due to the actions of someone else and the incompetence of one of the staff members who didn’t point out the individuals who were actually involved in...