Harts Boatyard Surbiton — Restaurant in London

I am writing to express my deep dissatisfaction with the service I received at your establishment earlier today.

It is with great disappointment that I must inform you that we waited for a prolonged period of time, specifically 60 minutes, for a plate of chips and grilled halloumi to arrive at our table. Throughout this entire time, not a single waiter showed any interest in informing us about any potential delays in the kitchen.

What bothered us even more was the complete absence of customer service during our ordeal. Despite having three waiters available, none of them bothered to address our concerns or provide us with any explanation for the delay. We felt entirely neglected and abandoned by the staff, which is highly unacceptable.

To make matters worse, we witnessed multiple wrong orders being served to other tables during our wait. When I attempted to inquire about our order or express my concerns to one of the waiters, I was promptly interrupted and dismissed with a statement that they were experiencing problems in the kitchen. Not only did this lack of empathy further frustrate us, but it also displayed a lack of professionalism and customer care.

This lack of acknowledgment and accountability only added to our disappointment and dissatisfaction with our overall dining experience.

I write this letter not only to voice my own concerns but also to highlight the importance of efficient communication and customer service in the hospitality industry.

I trust that you will give my complaint the attention it deserves and take the necessary steps to ensure that your customers receive the quality service they expect and deserve. I hope that my feedback will contribute to the improvement of your establishment's overall...

I took a dear friend for sunday lunch, having been told we could have a table outside when I booked as I had my dog with me. Fine, but what they omitted to tell me was there was no table service, so I had to go back to the bar to place my order, One starter and 2 main course. The very nice chap behind the bar who took my order did help me to take all the cutlery and drinks etc, as I had the dog with me. We waited not a huge length of time, but the starter turned up, and was the wrong one. Later our main courses appeared, along with the RIGHT starter. I was told by a very surly girl, that the orders had come in together, so was It not obvious that the squid was a starter?? It was the attitude more than anything...as if it had been my fault! The roast beef and vegetables would have been quite nice if they had been a better temperature, and when I asked for Horseradish sauce, I was told they didnt have any last night, so there wasnt any....Surely most supermarkets stock this item? The girl did however appear with a little, when I was half way through my meal. It took a while to have our plates cleared, and upon asking for a cup of coffee for my friend, was told that I would have to go and order it from the bar.....( I then saw one of the staff bringing a coca-cola to someone behind us.) I went back to pay, luckily it was the nice young man who I had ordered from, and remonstrated that the service had not been good and the food was tepid, only to be interrupted by another member of staff, who more or less shouted the fact that there was NO service outside....had I realised this, I probably would not have booked there. Shame, it is a beautiful position, spoiled by surly attitudes from several members of the staff, and very...

DO NOT BOOK YOUR EVENT WITH HARTS BOATYARD

This is a difficult review to write but my wife and I feel compelled to either force this venue to drastically improve how they manage events or to avoid any other couple/family having the same experience as us.

We had our wedding party/reception here on the 3rd of June 2023 for c70 people which we began arranging with Harts nearly a year a go and from start to finish the organisation has been a complete nightmare.

To start with communicating with them is like pulling teeth. They don't respond to emails unless you call them. At first they said we would have no minimum spend, then they said a high figure then a low figure - getting them to confirm actually what they wanted to secure the venue took several months.

On the night itself they clearly weren't prepared for so many guests and there were very long queues at the bar which several guests complained about.

At the end of the night we were then unexpectedly asked to go to the bar to clear the bill (several thousands) of a bill we had already paid in person for the food last month. They wasted 30 minutes of our wedding night while we persuaded them that we had paid which was quite embarrassing given we still had guests with us.

Then 4 days after the event we receive an email at midnight saying we owed them for the deposit that we paid in October last year.

They are a complete mess and have been nothing but stress to deal with. They clearly have severe internal communication/management issues.

Fortunately the venue is nice and in a great location by the river, we had good weather and we had a good time but we would never consider booking another event...