Hotel Chocolat — Restaurant in London

Today I visited Hotel Chocolat at Brent Cross and had an extremely poor experience. I tried to download their app to get a 15% discount, but the process was terrible. I spent at least 15-20 minutes trying to register, but the app was unresponsive and glitchy.

Meanwhile, no staff helped me, even though I clearly looked confused and asked for assistance. My ice cream was melting while I struggled with the app, and all of this stress — just for a 15% discount.

Even though I made a genuine effort and couldn’t register due to technical issues, no exception was offered. The staff said it’s company policy and they couldn't do anything. I understand it’s not their fault directly, but the company should have a backup system or allow staff to apply the discount manually when customers clearly try and fail.

I felt completely unsupported, stressed, and honestly humiliated. This was supposed to be a small treat — instead, it turned into a frustrating ordeal. I ended up walking away disappointed and without the proper service.

Poor app, poor policy, no...

I recently visited the Hotel Chocolat café at Brent Cross, and I had an extremely disappointing experience. After waiting in line patiently, the man behind the counter informed me that he couldn’t serve me and asked me to wait for his colleague. I stood in the other queue and waited, but the staff member named Barrat completely ignored me at first. When he finally acknowledged me, he rudely asked, “Are you waiting for a drink?” When I clarified that I was just waiting to order, he gave me an incredibly condescending look and, with a passive-aggressive attitude, said, “Well, as you can see, I’m busy.”

I was taken aback by his tone and attitude, especially as he had just asked me what I was waiting for. The lack of professionalism and basic customer service etiquette was shocking. I left feeling disrespected and upset, and I won’t be returning. I’ll also be sharing this experience with friends and family. It's unfortunate because I’ve always enjoyed Hotel Chocolat’s products, but this type of service is...

I visited Brent Cross shopping centre on Tuesday and as I was walking through I saw hotel Chocolat. Nice environment with a lot of choices of chocolate and drinks. As I made my way to the till to order I have been told that they are not serving cold drinks at the moment. So, I decided to go with a hot chocolate instead but once again the told me that they don't have the cream on the top for the chocolate. So I left without ordering anything. If they are in hurry to close earlier the should change the closing times instead of keeping the shop open without having...