PAUL Holland Park — Restaurant in London

I don’t like to leave bad reviews but Paulina found a way to make me do so today.

When I entered the shop this afternoon I was welcomed by Sylvain who was very friendly. I ordered 4 beignets from him and he recommended me to have 5 as the price would still be the same. I found it very nice of him that he said that and agreed to follow his recommendation. He passed the order on to Paulina who seemed to be the cashier. She immediately wanted me to make the payment whilst I was still showing my mobile app to her displaying a QR code for a hot drink and asked for a Cappuccino. She didn’t even try to listen to what I was saying and kept repeating that I had to pay. It was a bit loud inside so I tried several times to explain that I wanted to order a Cappuccino and was showing my QR code so she knows that it was not a standard hot drink order. Yet, she clearly seemed to not want to know anything from me and interrupted me when I tried to explain for a third time (she even raised her voice at that moment) and she was pointing at the machine so I can make the payment. A process that was supposed to be simple and easy quickly became stressfull and unpleasant.

I was really astounded by Paulina’s behaviour and I didn’t appreciate it at all. All of her colleagues were just staring at the entire situation and kept quiet except for a male colleague who was standing near the coffee machine. He tried to defend Paulina by saying that it was too loud inside so she couldn’t understand what I was saying. I’m sorry but that really doesn’t justify such an attitude and behaviour... If you can’t hear someone you try to get a bit closer, try to be more open to see what the person is trying to say, or ask questions to find out what the person wants, etc...

This shop provides good food and I don’t really want to paint everyone with the same brush but some of the staff really need to be trained again in how to provide good customer service (referring mainly to Paulina and to some extent her colleague from the...

Queued for ages then when it came to my turn the “manager” turned to an existing customer, presumably a fidgety teenager, to serve her first. I was so irritated! I told her it is my decision as customer whether I will let another customer go ahead and not hers. Her male colleague made some excuses that it is busy (it wasn’t at this point, only me and the kid in the queue) and that she had been waiting a long time. She had not. This kind of behaviour is really disrespectful. The excuses and lies were adding insult to injury. The previous management were so much nicer. As someone who worked in hospitality previously I find this to be unnacceptable. The food is good though, but very little was out apart from sweets. Considering it was Sunday 11am it was not well organised and not as efficient as it once was. A number of us went to Pret nearby and had a much...

I visited this café this morning and ordered my drink and pastries then to find that I was given the wrong pastry that I asked for and with that I turned back around after putting sugar in my coffee to swap the pastry for the one we both had originally asked and paid for with that the lady behind the counter Insisted that we had asked for the Pan au chocolate not the Pan au chocolate almond when in fact she just misheard the ending of what I had asked for because she was rushing everything clearly .. I asked for it to be swapped she insisted no even though they hadn’t even been touched still in the bags as she’d placed them. Very weird service and absolutely not the service I’d expect from Paul’s .. spent a lot of money with them for birthday cakes . Appalled by the lady’s service and rude behaviour within...