Spaghetti House — Restaurant in London

Before posting a review, I contacted the Spaghetti House giving the chance to say sorry. Sadly my email was just ignored and that's why I decided to write here.

I live in High Street Kensington and had guests from abroad over the weekend.

As they have twin babies and we had to be home early, we went for early dinner around 5pm on 1st of May. Around that time when we arrived all the tables were empty.

Two waitresses one Italian and one with a darker skin welcomed us in a friendly way. While we were impressed how friendly these two waitresses were, the staff changed, a man and a woman with lighter hair served us. As we were the first guests, we gave the first order and after us several people arrived. While we were waiting for the order we realised that all the people who arrived after us were already eating. I then asked the male staff about our dinner and he said it is coming. Guests who arrived after us started leaving while we were still waiting for our dinner. Then I asked the lady with lighter hair about our dinner as we had to leave soon, because our babies needed to go to bed. She checked up and came back to us saying the chef mixed the order and that after we asked several times. We had to wait with two tired babies for a long time and the staff couldn't care less. Humans can make mistake, my critic is not about the chef forgetting our order, my big critic is about how staff dealt with it. Usually in situations like that, in other restaurants, someone comes saying they are very sorry, they offer something complimentary or give discount. Here no one even said sorry for this inconvenience.

On top of it they still charged us service charge. Legally we were entitled to refuse paying the service charge as the service was unacceptable. However, we were already too late and did not have time to deal with it. We just paid and left.

The food was good, but we are very disappointed with...

As a traveler from the United States, I was eager to experience authentic Italian cuisine in London. Unfortunately, my visit to Spaghetti House was far from the pleasant dining experience I had hoped for.

Arriving during a quiet period between lunch and dinner, I was surprised when it took over 10 minutes before anyone greeted or seated me, despite the restaurant being nearly empty. Once I received a menu, I was left waiting again for a server to take my order, and I had to request my own water, which should have been offered immediately.

I ordered the insalata di legumi as a side salad and the tagliatelle alla bolognese as my main dish. Both were served simultaneously, which isn’t ideal, and to make matters worse, the salad I received was a Caesar salad—not the insalata di legumi I had ordered. When I mentioned this to the server, who I later discovered was actually the manager, his indifferent response was to bring out a small plate of chickpeas and cherry tomatoes, failing to rectify the mistake or apologize for the inconvenience.

When I inquired about the bread service, the manager (photo attached) told me to wait a moment. Several minutes later, he returned with a basket of bread but offered no explanation or description of what was included. The lack of communication, poor service, and indifferent attitude from the manager made the experience truly disappointing. Additionally, the pasta temperature was like warm at best.

Overall, I do not recommend Spaghetti House-Kensington. There are surely friendlier and more attentive dining options...

My friend and I are so glad we chose The Spaghetti House, High Street Kensington to have a meal after a day exploring Kensington Palace. The staff were so kind and attentive and nothing was too much trouble. The choice of food was good as were the drinks. We had mocktails which were delicious and we both struggled to eat all the Spaghetti Carbonara. Joy our waiter was brilliant and we did not feel rushed. Both he and the manager Loriana came and chatted with us about our day and took photos for us. Would definitely recommend and will be back very soon 🙂

As promised, a second visit but this time with my husband. Unfortunately Loriana wasn’t on duty but it was lovely to see Joy again and meet Sondy. We were given a very warm welcome and again the service was excellent as were the food and drinks. It says arrive as friends and leave as family, and this is exactly how it felt. Would not hesitate to give this a five star recommendation. We met Sky at the end of our visit who was also most welcoming.

At the end of our meal, the restaurant was getting very busy, but the level of service from Joy and Sondy remained...