Fifth Floor Café & Terrace — Restaurant in London

I had taken my family for afternoon tea. I had H called in advance to enquire regarding if any vegetarian afternoon tea was available. The lady I spoke to confirm that afternoon tea was available for vegetarians and I made a booking online.

Me and my family arrive for the afternoon tea and was told they were sold out and that I should’ve stated on my booking. I was coming for afternoon tea. However this is not shown on the site nor did the lady on the phone suggest for me to write this on my booking.

I had bought these vouchers to cover the £135 booking for afternoon tea. However, due to the afternoon tea running out the team only said I could use £100 of the voucher. As they stated the voucher was bought for £100 so could only be use for £100, but the voucher was bought to cover £135 which defeats the purpose.

The waitress was lovely with assisting Myself and my family. However, the manager was passive aggressive and refused to understand the monetary value. And after a while we realise the behaviour was due to the colour of our skin.

We eventually decided to take the £100 of a meal and took off the service charge which infuriated the manager.

As a result, I reported this to Harvey Nichols however, the response from the team was very underwhelming.

The food overall was decent and cocktails were not the best. Would not...

Used to absolutely love this restaurant. We usually attend on average every six weeks. I think the kids eat free deal is fab if you are a rewards member. However the last few experiences have been disappointing. One visit, I was told tou can use both rewards together, even though have been allowed very other time. Another visit, the coffee machine was being cleaned so they said I had to wait, I then watched as others got coffee and I didnt. Today, they tried to add a lods juice to my bill, despite it cleary showing on the kids menu “complimentary drink with each course” the lady then had to take the kids menu to show the manager. This has been the same menu they have been using for over a year and these were the same members of staff! So they know dam well what you do and do not get. Its not the point of an extra £6 for a juice, its the sneakiness of it and thinking you wont say anything and pay. DO NOT TREAT IS LIKE WE ARE STUPID! oh and I had the set menu and the octopus starter was very small, delicious but small. When I noticed the man next to me order the same thing but it was double the size! What is going on? Trying to lose...

Lovely spot; disappointing customer service. My friend ordered 'butterfly shrimp'; it arrived battered/fried. She expressed disappointment at this, since the menu did not indicate that the shrimp would be fried. "Do you have an allergy to it?" they asked. She said simply that she doesn't eat gluten/fried foods. Response from the waiter and management was to express surprise and concern that my friend did not tell them this when they asked for allergies. "It's not an allergy issue" I noted; saying that sometimes people just have preferences (e.g., not to eat fried food for health reasons). They seemed stuck on this being an allergy (though it was not), blaming my friend and telling us that "not everything can be listed on the menu" and that by the way, they have no authority over how to phrase their menu. When she ordered something else as a replacement, they stuck a large "allergy" symbol/stick in her dish -- perhaps that is standard, but it seemed like a statement. Overall an unfortunate experience. It didn't help that there was also a hair at the bottom...