Phoenix Palace — Restaurant in London

Myself and my husband have been coming to Phoenix palace for over 10 yrs. This place is special for us as this is where we had our first dinner as a couple, so whenever we have an occasion we like to visits such as an anniversary or a birthday. We always highly recommend this restaurant, we have always found the food and service to be a very good service and of high quality. We have bought family and friends to this restaurant on many occasions and have spent a lot of time here. We always order the same food we enjoy.

We came today to your restaurant with our little girl, who was unfortunately asleep as we came quite late. We arrived at around 9:45 pm.

We always order the speciality dish which consists of chilli king prawns and fried milk buns. We ordered the same, this time. We also ordered vegetable dumplings and chrysanthemum and jasmine tea.

Unfortunately this time the waiter advised us that the mix of chrysanthemums and jasmine was not nice so we opted for only chrysanthemum. We found this recommendation odd, however took his advice. When the dumplings arrived they were frozen from inside, so we told the staff and they apologised and said they will bring out another one. The next 10 mins later the prawn dish came out, but unfortunately it was a different dish, we described the speciality dish to the staff and he got upset saying we ordered the garlic jumbo prawn dish which has no buns in it. We asked for it to be replaced but was told that this was not possible. So we asked if we could have the milk buns separately.

Again we were disappointed As we did not enjoy this garlic prawn dish at all, it had no flavour apart from garlic - it was very bland. My husband and I thoroughly enjoy the chilli with the prawns which is quite spicy. We were not used to this.

By this time the dumplings came out again, and we tried to eat this prawn dish. My husband only had 1 prawn. The staff saw that we were not happy and did not eat. The Buns came out but were steamed and we specially said, please give us the same that’s in the chilli prawn dish. The buns were completely different.

We didn’t complain to the staff Present, as it was clear they were not interested in our satisfaction. We paid the bill, we did not order desert as we were very disappointed in your service this evening.

I visited the ladies bathroom and again I was shocked as I have never seen the bathroom to be less standard but it was filthy. Empty toilet rolls on the floor and tissues scattered everywhere.

We were very disappointed with what We have seen tonight.

We always look forward to coming to this restaurant but I feel the standard have dropped considerably and it makes Me feel so sad .

Thank you for taking the time to read this and I hope this issues today can be addressed by...

Absolutely shocking treatment. I rarely review places when I’ve had a bad experience and you can see from my profile I mostly review positive experiences. My friend made an online reservation at Phoenix Palace, we were going to catch up at her fav dim sum place after not seeing each other for over a year since she lives in the West Midlands now but used to live in London. The reservation online didn’t give a confirmation so she called up the restaurant to double check and confirm the booking. It was confirmed over the phone. We arrived at the restaurant last Sunday, it was very busy. The guy at the reception couldn’t find us as he flicked through some paper notes with scribbly writing and said he couldn’t find the booking, he seemed stressed and annoyed and told us to wait in the lobby. After 15-20min of waiting in the lobby without follow up we asked what the deal was and how long we needed to wait (we could always wander round and come back in an hour or so?) and just to clarify we were perfectly polite and not angry or confrontational in any way. We asked how long it would be and got no reply, we repeated my friend booked online AND called to confirm the booking. And all the guy said was “if you have no confirmation then you don’t have a booking” and then basically ignored us while continuing with “processing” other customers. So we left and had dim sum in Chinatown. I’m absolutely shocked by how little that guy cared about our booking being messed up. No apology or attempts to accommodate us. Don’t accept bookings over the phone or say it’s booked/it’s fine on the phone if it’s not and waste people’s time. There’s clearly not a lack of customers here, but I still think you should treat your customers with respect and maybe accommodate them or.. maybe apologise if you messed something up. But we got nothing. Customers without a booking were turned away but we got treated like that and worse, even though we had a reservation. In my 14 years of living in London I’ve never been treated this way by a restaurant , so that should tell you something. My friend felt embarrassed and apologised to me since she suggested it because it’s her favourite dim sum place. Well, not anymore. And no, neither of us will be returning. Not that this restaurant will care, though. I’ll continue getting my dim sum anywhere else in central London...

We've been in London for a few days and fancied an oriental meal so booked a table. We arrived perfectly on time and we're greeted at the door and sat immediately. The restaurant was half empty and we soon realised why, the servers were abrupt, and ill mannered to start. When we ordered our food and drinks the server didn't know the menu and told us they did not infact sell venison. I showed him that they infact did venison and lemongrass was under the GAME section of the menu none surprisingly and was not the only venison dish they sold. When they brought the drinks the server placed the drinks and walked away without saying anything he had placed my tiger beer and had infact given my partner a fruit punch rather than the frozen fruit daiquiri she had ordered. I asked her whether she would like me to raise the issue as she has anxiety and she said 'no thankyou' so we waited on our food. The atmosphere was icy and the restaurant was still half empty when my brisket and soft noodles arrived with a plat of belly pork and bao buns... not what she ordered. We raised that issue and the food was replaced shaeinf my brisket as we waited. I should point out I am a butcher and whoever sold them that brisket should be shot. Flavourless and fatty and under cooked the melt in your mouth brisket it should have been was a chew until your jaw hurts brisket. The noodles were overly salty and luke warm. Finally my partners dish arrived and it was salty and far too perfumed with ill prepared lemon grass. In conclusion when in the area I can recommend the little bagel shop in the tube station around the corner instead of this pretentious, overpriced, and terrible jumped...