Soutine — Restaurant in London

Our New Year's Eve dinner at Soutine wasn't just a letdown, it was a full-blown disaster. Arriving at a near empty restaurant set the tone for the evening. Instead of being warmly welcomed, we were ushered around by an aggressive front-of-house staff member named Katerina. We were sat down at a table by a waiter and 5 minutes later She informed us, without apology, that our pre-booked table was reserved for someone else, conveniently arriving in an hour. She said she made a specific seating plan and that everything is “double booked” so they are busy and told us that we won't be able to stay for long and would need to order quickly. She said that she cannot give us any other table even though the dining hall was empty (see pictures). What impressed me the most that the table we were given was set for 4 people when there was the three of us and the table we moved from was set for 3. With no other options offered, in a restaurant that's empty, we were forced to sit on a table that we weren't happy with. In an amazing turn of events, after we settled into our new table, she came back with new customers 5 minutes later and told them that the table is theirs for the night. Whilst walking past she muttered under her breath “this is awkward” which I found very unprofessional and rude.

The service from there was downhill all the way. Our "hurried" meal felt like a race against the clock, not a celebratory dinner. Food arrived within minutes, lukewarm and questionable. The wine, poured to the brim of the glass, was of the cheapest variety. At the end of the night, Katerina's "helpful criticism" in response to our polite complaints further cemented the unprofessional and condescending atmosphere. When we said we aren't happy about how we were treated and doubled down by saying they did nothing wrong and they are double booked.

Witnessing the treatment of other diners was equally shocking. Piled-high plates and hovering waiters pressured them to rush through their meals. The people next to us also received awful treatment from her and the waiters - it was very awkward to witness and I could not believe my eyes to be honest as the waiters were piling up food on their table and hurrying them to finish the food. They put their bill down whilst they were still eating their mains and afterwards came to take a payment whilst they were eating dessert and hovering over them awkwardly for a minute with the machine while they were eating. To put the cherry on top, our dessert order was completely forgotten for 30 minutes. In the end, we were left feeling unwelcome, unimportant, and frankly, ripped off.

Don't recommend the profiteroles because they were very dry and the onion soup was bland. The only saving grace was the schnitzel, which was decent. However, even a half-decent schnitzel can't mask the abysmal service and utter disregard for basic dining etiquette. This was supposed to be a special occasion, not an exercise in stress-eating under duress.

Adding fuel to the fire, upon mentioning our disappointment, we read an alarming number of similar complaints on Google. This suggests a troubling pattern of mismanagement and disrespect towards customers. Even worse, when we politely declined the dessert menu thrust upon us, we were told to "keep it" instead of being offered any apologies or alternatives. This complete lack of regard for our experience confirmed the impression of a restaurant solely focused on turning tables and maximising profits, regardless of customer satisfaction.

To anyone considering Soutine, I urge you to look elsewhere. This is not a place for a relaxed or enjoyable dining experience, especially on a significant occasion. Save yourself the disappointment and find somewhere that values its customers and respects their right to a pleasant evening. They completely ruined the mood of the evening, our new year's eve and we are glad to leave Soutine...

Avoid it! Bullied customer to tears. Undercooked chicken. Complete denial of error. Lies and disrespect from managers!

Review Part 1: A terrible experience makes a good story! My first review on Tripadvisor. Never bothered to write anything until today. I was truly shocked by what has happened in this restaurant. Please read if you are still considering this restaurant. If it gives you credibility in what I am saying, I am a medical student and my mom is a university humanities professor. We are too busy to make unfounded claims. The following are just the facts:

I came to this restaurant after a relaxing walk in the sunny Regent Park with my mom. I ordered coq au riesling (their best seller supposedly). But unfortunately, there were undercooked areas inside the chicken breast. The main blood vessel still appeared bright red, not purple/dark - so the chicken was clearly undercooked.

When we gently told the waitress with a smile that there was an undercooked area inside the piece, implying that they should perhaps pay more attention in the future, the waitress did not apologise. She looked at the bloody area and brought the dish to the manager. She returned from a chitchat with the manager saying that there was no problem with the chicken for sure as the head chef has checked (OMG, wHAT? I just saw the blood!!) She added that the head chef cooked this meal in a batch for a long time, so it was impossible to be undercooked (WhAt!?).

Then, all the staff practically ignored us (we were obviously looking quite puzzled and slightly irritated by what has happened), walking past us with no eye contact.

On request, the restaurant manager (male with dark brown curly hair, non-British, middle-aged) came to speak to us and just kept reinforcing that there was no problem as the head chef had said so and that the dish had never had any complaints so there would be no problem for sure (I was like wHaT?? What is happening? I cannot believe it. There is a clear problem with my dish!).

As I tried to speak to him further about the facts, he just walked away with no response, but with a smirk (must be laughing at us for wasting our time speaking to him! - In hindsight, I should have just got up and left and continued my walk to limit any damage to my emotional well-being as there was no point speaking to any of these people and no justice can ever be obtained. They were too adept at reasonless arguing and forgot the core values of humanities, and are just "bullies".) I said I would need to raise this with the Westminster City Council Food Safety if your restaurant was going to do nothing to address this, the manager laughed at me and walked away! I was in utter disbelief at this point by the manager's attitude.

When I asked if he had any supervisor here, he said no one "higher up" than him was present and he was the overall in charge. But later, he introduced his "General Manager" to me (I was like what?? You just lied to me?? Judging by the story thus far you could probably guess that neither he nor the general manager apologised for the lie. Total disrespect!)

It turned out that the guy looking over our table from the bar all the time was the general manager, named Matt Robins (or so it says on his card, a man dressed in a suit with some noticeable tattoo on the right forearm/wrist area). Matt Robins was extremely rude and unprofessional in his language and behaviours. He crossed his arms and spoke with disrespectful language, including "I have been tolerating you", "you must pay and leave now"! (We were two women, why did he have the right to threaten us to leave? I felt scared! Just because we raised a concern that you denied and did not attempt to...

Our evening at this amazing place was nothing short of spectacular, from the moment we arrived This charming French brasserie effortlessly combines culinary excellence with exceptional service, creating an unforgettable dining experience.

Being in restaurant business for 30years I really had a great time and I wanted to share with everyone.

We began our evening at the bar, where I enjoyed the best Old Fashioned I’ve ever had. The balance of flavors was impeccable, with just the right amount of sweetness and a perfect hint of citrus. My wife’s Cosmopolitan was equally impressive, boasting a vibrant and refreshing taste that set the tone for the evening.

Once seated, we were fortunate to be assisted by Artan, the manager, who guided us through the wine selection. His recommendation of a Grand Cru St. Émilion was outstanding. The wine was rich and full-bodied, complementing our meal beautifully and enhancing each course with its exquisite depth and character.

For starters, I opted for the steak tartare, a dish that truly showcased the chef’s skill. The beef was incredibly fresh and finely chopped, mixed with capers and a perfectly seasoned yolk, creating a delightful blend of flavors and textures. My wife’s French onion soup was a comforting classic, with deeply caramelized onions and a rich broth topped with a golden, bubbly crust of Gruyère cheese. Each spoonful was a warm embrace of tradition and taste.

Our middle course was a shared cheese soufflé, and it was a highlight of our meal. The soufflé was a cloud of airy perfection, infused with a rich, nutty cheese flavor that practically melted in our mouths. It was light yet satisfying, and a testament to the chef’s expertise.

For the main course, I chose the steak, cooked to a flawless medium-rare. The meat was tender, juicy, and seasoned simply to highlight its natural flavors. Paired with a velvety béarnaise sauce and crispy, golden fries, it was the epitome of French brasserie dining. My wife’s duck confit was a triumph. The duck leg was exquisitely tender, with a crisp, golden skin that gave way to succulent of orange sauce .

Throughout our meal, the service was impeccable. Artan and the staff were attentive, knowledgeable, and genuinely passionate about the food and wine they served. Their enthusiasm and expertise elevated our dining experience, making us feel both welcome and special.

In conclusion Soutine offers an extraordinary journey through French cuisine, marked by exceptional food, outstanding wine, and impeccable service. I like to thank Artan for amazing service as he made us feel very welcome and made our experience spacial.

For sure I will be...