Exmouth Arms — Restaurant in London

To whom it may concern, This noon (13th september 2017), my girlfriend and I decided to have lunch in Exmouth Arms in Euston. At first, we were really excited as I am a beer lover and I heard this pub was quite good. When we got there we saw there were tables outside so we asked if it was possible to eat outside and the waiter told us "yes, of course". We decided to ask for 2 burgers (the cheesy one and the spicy one), one coke and a pint of Mosaic Pale Ale draught beer which were served to us in one of the tables outside. Suddenly, It started to rain so the waiter told us to move to another table that was also outside but this one was covered by an awning. We started to eat and the rain got heavier. Suddenly, they decided to uncover the awning while we were starting to eat so all the drinks and food got absolutely wet. We got in the pub again to ask for any alternative or any other solution since all our food and drinks were completely wet. First, we talked to the cook as there wasn't anyone else around, I asked her to please call the manager. The manager (Phoebe, or at least that is the name she gave us), who at first refused to tell us her name and never gave us her surname to put the complaint, told us we were lying and was incredibly rude to us since the beginning. She first told us there were no male waiters at the pub, so another customer had to help us find the male waiter who served us. Then she joked about us being angry because it was raining when that was clearly not the problem. She even laughed and smiled during the whole talk and refused to give us any alternative or the money. She even told us that we did not eat there and asked for a receipt which was never given to us. We told her that she could see the wet food and drinks outside by herself and the waiter also told her that he had actually served us. Then we asked to put a complaint, first they told us that it was not possible to put the complaint. Finally, she gave us an email to put the complaint which does not appear in any of the contact info of the Publove group. It is in this moment, when she completely refused to give us her name. At last, she told us her name was Phoebe but she again refused to write it down for us. We finally got her name written but we never got her surname. After that, they told us to leave, so not only we couldn't have our lunch but we didn't also get our money back. We have pictures of the paper she gave us with the email and her name and of us with our lunch prior to the incident.

We feel robbed. This is the most frustrating situation we have ever experienced in a pub. Please be aware of the staff you hire and their attitude towards customers. We want an immediate response and any solution as we have paid 24 pounds for nothing but rudeness. This type of attitude towards customers is shameful and should not be tolerated.

Please, find attached a picture of the paper with the email Phoebe gave us to put the complaint and another picture of the food prior to the incident as a proof that we tried to have lunch there. At least The Personnel & Kitchen Operations Manager contacted us and offered...

A basic hostel, built from a house that is upstairs from the pub. |This place is like a rabbit warren with like a million doors to navigate. and the ALL slam really hard with a bang each time, even if you are just popping to the loo or leaving stupidly early in the morning. Literally no way around banging or trying to sleep through that! |In the morning, around 6am, I planned to sit downstairs a while to plan what I was going to do, as we were up much earlier than planned, but the music in the bar was SOO loud, so I sat outside until the group was together and then we headed off.||Location||Pub is a very short walk from Euston station (the closest exit is by Sainsbury's/ Nero, although walking by the roads is little over 5mins.||Check-In / Communication||I booked on booking as for the night we wanted it was cheaper than their own website. We stopped by the bar around 10 am and the bartenders were lovely. They checked us in, and allowed us to leave our luggage. |The bar appears to be open 24/7 or nearly. Proces of coffee seems to be reasonable, although the drinks proces were quite pricey. They do have deals later in the day, but we weren't there then and the deals were fairly specific.||We booked for 3 people, but one person left late as they didn't like the room and attitude of guests. We managed to get that bed booking fee back quickly without issue, which was appreciated.||Facilities & Cleanliness||Bedroom - Dorms should have a rule, no lights off until a civilised hour. Trying to get bearings, find bed, find luggage crates in the dark is ridiculous? So I can't tell you if it's clean.|There were not enough luggage crates in the room for the number of beds and at least 1 was significantly smaller than the others.|My bottom bunk bed was ok for comfort. But it looked straight on a window that was wide open most of the night AND let in the entire early morning sun. So even if I slept through the bangs, no way to sleep through that too. It was around 6am and we left. Like half the room had left and the others were up already.|No working plug sockets beside my bed, it started when I plugged in my phone, but then turned off. Whatever the reason, not practical really.||Bathroom - There was 1 bathroom on my floor of about 5 rooms. Very wet floor, so you needed shoes to navigate it. Not that clean, I wouldn't have wanted to use the shower. ||Other than the bar I didn't see any other facilities.||Summary ||It was a cheap room, and you don't expect luxury for the price. I think it depends on how much sleep your roomies want and where your bed is, as to how good a night you get. It is a great location and a good price though. So could be acceptable depending on your priorities.||No photos as we were in late, and out early. Photos online seemed...

Fiz reserva e pagamento total na Hotels.com dia 14 de outubro de 2019 para me hospedar com minha noiva no Publove @ Exmouth Arms Euston, sendo o meu check-in dia 08 de novembro de 2019 à partir das 2pm e o check-out dia 11 de novembro de 2019 até as 10am.||Chegamos no local por volta das 11pm do dia 08 de novembro e ao sermos atendidos fomos informados que não teriam disponibilidade, overbooking, a solução seria eu me transferir para outro hostel da mesma rede e que eles chamariam um táxi para nos levar até o outro local. Apesar da situação inconveniente, aceitamos e fomos para o PubLove @ The Greenman, Paddington.|| ||Chegando no PubLove @ The Greenman, Paddington, local que passaríamos a estadia sem a nossa escolha, fomos recepcionados por um péssimo funcionário chamado “Sebastian”, que em nossa frente fez injúrias ao funcionário do Publove @ Exmouth Arms Euston, por ter passado o problema de overbooking à ele, ou seja, nós na situação de hospede éramos uma grande problema para ele.|| ||Neste momento ele entra em contato com uma pessoa e começa a falar em Italiano por alguns minutos e juntos chegam a conclusão que nossa reserva tinha sido cancela e deveríamos pagar novamente para nos hospedar.||Entro no meu perfil da Hotels.com e mostro à ele que minha reserva estava ativa, nada tinha sido cancelado, além do comprovante de pagamento no site do meu banco. Sem nenhuma paciência e insistência ele informa que se não pagássemos, não poderíamos nos hospedar e que eu receberíamos o reembolso no cartão de crédito no mês seguinte.|| ||Dissemos à ele que eu já tinha feito o pagamento e não poderia pagar duas vezes pela hospedagem e que se houve cancelamento, não fui eu quem fiz, mas apesar de ter mostrado à ele que a reserva estava ativa na Hotels.com e o comprovante de pagamento, eu poderia pagar novamente caso a Hotels.com me formalizasse que eu seria reembolsado. O funcionário “Sebastian” continuou com sua intransigência, afirmando que a única solução seria o pagamento, não mostrando nenhum interesse em ajudar.|| ||Depois de algum tempo e outras ligações desse funcionário, continuávamos sem nenhuma solução. Já estávamos no dia 09 de novembro por volta das 2am e eu ainda não tinha me hospedado e esse funcionário sendo extremamente grosso, como se a culpa fosse nossa. O local, que no térreo é um PUB, tinha outras pessoas e ele falava alto sem paciência, as pessoas olhavam e nós estávamos totalmente constrangidos com a situação.|| ||Depois disso, os ânimos ficaram mais elevados, foi então que um funcionário, Marcos, percebeu que éramos brasileiros e tentou ajudar. Ele assumiu a situação, entrou em contato com o gestor deste estabelecimento que rapidamente nos permitiu que hospedássemos e que resolveríamos a situação no dia seguinte. Se não fosse o Marcos, funcionário bastante educado e compreensivo, talvez teríamos que dormir nas ruas de Londres.|| ||No dia seguinte pela manhã, uma nova funcionária, informou que o gerente estaria somente à tarde no hostel e que voltássemos em um momento que ele estivesse para resolvermos. Deixamos nossas coisas no quarto e saímos para fazer passeios em Londres. A ideia era retornarmos ao hostel no final do dia, aproveitando todo o dia em Londres, mas interrompemos nossos passeios e voltamos antes do planejado para encontrarmos com o gerente. Ao encontramos o gerente fomos bem atendidos, pediu desculpas e disse que estava tudo resolvido, que não tínhamos que pagar nada.|| ||Apesar do bom atendimento do gerente e alguns funcionários, nada apaga o grande stress vivido:||- Escolhi o Publove @ Exmouth Arms Euston por estar mais próximo dos locais que precisaria ir em Londres e simplesmente tive que me contentar com a hospedagem em outro local, mais de 2 milhas de distância.||- Nesse outro local, o PubLove @ The Greenman, Paddington , somos atendidos pelo funcionário “Sebastian” e tratados como um grande problema, além de sua atitude deplorável com seu colega de trabalho. Ressalto que ele cruzou com a gente todos os dias e fazia questão de não nos atender, nem ao menos nos olhava.||- O local era uma opção para café da manhã e jantar, mas por conta da situação constrangedora com o funcionário que não nos atendia, procuramos outros locais para nos alimentar.||- Eu, na situação de cliente, tive que ir atrás para tentar resolver, cancelando alguns programas em Londres para solucionar o problema, não fui procurado em nenhum momento.||- O exposto acima só resulta em maior tempo perdido, problema que é incalculável.||||Se escolher algum Publove para se hospedar, saiba que overbooking é aparentemente natural e a possibilidade de você ser transferida para outro local é grande. Essa situação é tratada pelo outro Publove como uma grande problema e você será insultado e perderá horas...