Slug & Lettuce - The O2 — Restaurant in London

I had booked a table at the O2 Slug & Lettuce for 8 people at 18:00 on a Saturday evening for my birthday. I had specifically requested a downstairs table because the group would be much larger than 8 (closer to 20) and we planned to spend most of the evening standing and dancing, but wanted a space to leave our bags / coats and sit if food was ordered. In addition, the upstairs area has a very different aesthetic to downstairs (the decor was very muted, and guests were all seated), and is not a suitable plan for a birthday night out with a large group.

Upon arriving at the venue, I was advised our table was upstairs. I spoke to staff to explain I had requested a downstairs table, however I was informed that reservations were not taken for downstairs tables on event nights. I told staff that I was not informed of this in advance (I would not have made the booking if I knew the table was upstairs) and requested some flexibility, suggesting that as tables downstairs were walk-in only that evening, a reservation could be placed on one of these for my group. Surprisingly and unfortunately, even after speaking to the manager, this request was refused. The lack of flexibility or accommodation, even by the manager, was very disappointing, particularly as I had requested a downstairs table in advance, and these tables had not been reserved or promised to other groups, therefore it would not have been difficult to place a reservation on one.

In addition, the venue was operating a drinks pricing surcharge, once again due to it being an ‘event night’, meaning they did not honour pricing or 2 for 1 offers that had been advertised on their website or menu.

Both the above give the impression of a venue that does not value its guests, is not interested in ensuring its patrons have an enjoyable experience, and in addition will be deliberately rigid and inflexible, using authority and arbitrary rules (‘no downstairs table reservations on event nights’) to decline reasonable requests from individuals who have chosen their venue to celebrate special events.

In addition, once the concert at the O2 started, the venue itself became very empty with little vibe.

Due to the above, I would not recommend organising any events at this venue, and I will be avoiding it...

Failure from the start. Walked in, having pre-booked and past our earliest arrival time (it gives you a two hour slot) with staff having no record of the booking, sending us upstairs, saying upstairs was closed, seating us, then having us move.

Once seated, we were approached by a gent selling drinks from a tray. Yes, the ones you're thinking of. Asked how much and were told £7 each, which seemed reasonable. Paid, only to finally open the menu and find them at £4.25. Enquired only to be told that this gent is from an agency, so it's fine.

Then tried to order food on the app, which was fruitless, having to end up ordering at the bar, and drinks, for which the birthday QR code didn't work (thankfully the manager was used to this). Also turned out that the drinks offers in app don't actually exist, so false advertising on top of everything else.

Music was too loud to have any form of conversation, which I understand, having been before, but for an establishment serving meals and still in that time frame, it's a bit much.

When food (small sharer plates) did finally arrive (and I will say we ordered later in the day so can understand somewhat) 40+ mins later, it was lacking, to say the least. Having oil dripping from the food, and more oil (genuinely looked like baby oil) as a dipping sauce was a new experience.

Visited the ladies and it was definitely a facility that is left off of duties, and sat down to hear someone throwing up while someone gave her advice (girls loos, iykyk).

And to top it all off, while trying to eat these, we were rushed by the arrival of the clubbing crowd starting their evening dancing around our table. Unfortunately, there are also no "doggy bags" to take any food in either, meaning it goes completely to waste, rather than going anywhere it may be valued.

100% wouldn't come again, the money you'd spend on drinks to forget this...

Unfortunately, I have to give this slug and lettuce a low review . I made a booking for a group of friends and we were not informed that there would be an event, for which they would play VERY loud live music throughout the whole entire day. It was so loud that everyone had to shout at each other, both staff and customer interactions included. It was ridiculous. This was very disappointing as it wasn’t what we expected and it was very disorientating - it honestly gave me a headache. I did ask if the volume could be reduced, but they said it’s not possible because it’s a live DJ and it’s a Taylor Swift event, I think it’s very irresponsible to allow people to make bookings - where you put down a non-refundable deposit if you don’t inform them about events and flashing lights (good luck to you if you have epilepsy) that can disrupt your experience. The only saving grace was that one of the staff was kind enough to give us to two complimentary cocktails, but in the end we just decided to buy two of the most expensive drinks to get our deposit back and went somewhere else to eat.

Also, earlier that day I tried to get into contact with the restaurant to make an amendment to my booking I called over 10 times. I never got through to them - which is not surprising considering how loud the music was.

There’s also no table service here either.

This could’ve been avoided if when making your booking, you are made aware of any events that may be going on.

Response to owner:

Slug and lettuce is a chain, I've eaten at slug and lettuce's before - if things are to be run differently, as I've said before...inform your customers.

I did speak to your national booking team also - they too tried and failed to get through to you. I also left...