The Alwyne Castle — Restaurant in London

Frankly I am extremely disappointed in this place and will not be returning. We arrived for Mother’s Day dinner with our two young children (aged 7 and 3) shortly before our booking and was taken to our table by the manager I believe.

We were seated and that was it!!! There was no menus or children’s menus given to us, and no instruction on whether it was table service or self service. We gave the staff an Opportunity to bring menus over and waited 15 minutes, before I had to go and request menus from the waitress, who only advised me then, that it was self service and to order at the bar.

We then assumed there was no children’s menu as we were not told about one and then nearly proceeded to order them an adults roast dinner to share because of this

It was only when I went to the bar to order, that I noticed a children’s menu laying on the bar!!!! The staff see us with kids, why not tell is about a children’s menu. This is BASIC CUSTOMER SERVICR.

I then returned to my table to ask my children what they would like from the children’s menu.

We then spoke to staff to voice our concerns over the lack of customer service and communication, which later became evident that they didn’t take anything we said on board as a couple was seated next to us and they too had to ask for menus what the process of ordering food was!!!!!!!!!! This is basic Customer service.

I went back to the bar and ordered food at 15:18. Fast forward to 15:30, still no food or any updates from staff to apologise for the delay.

At this point our children were hungry and restless and we decided to go to the bar to ask for a refund. The manager didn’t even object to the the refund nor did he apologise for the experience. We were only refunded for the food and in my opinion it should’ve been a full refund.

The manager in this place is not a manager, nor does he possess any people Skills or customer service skills. Completely out of his depth.

Absolute shambles and I have kept my feedback polite believe me because I was absolutely raging yesterday. My partners Mothers Day afternoon was ruined and we will...

Average food, decent beer selection, but unbelievably incompetent and slow staff. Given the food is only average, the wait and the mistakes bound to accompany your meal don't make it worth the wait. Avoid.

EDIT: In response to the reply from the pub. It really wasn't that busy and despite 5 staff behind the bar we still waited 20 mins to order a round of beers. The reason for this is pretty easy to explain;

You had 3 of these staff members operating a single file line to the bar, whilst 2 staff served whoever walked up to them. Neither group made any attempt to clarify what was going on with the other. There was 1 member of staff on "cocktail duty" who had to look up every single drink he made on his phone. 1 member of staff was standing behind the bar "managing" other staff but offered zero help to the struggling cocktail maker, nor did they serve customers to help reduce the length of the queue that was literally out of the door at this point.

Mistakes in food included a chicken Caesar salad being sent out with no chicken, wrong sides arriving, sides missing, one person's entire order being forgotten.

Why would you have 2 different systems of serving operating at the same bar? Why would you have an inexperienced staff member making cocktails instead of pouring pints? Why would you have a member of staff standing looking at the queue but not serving customers? How can a chef make a chicken Caesar salad but forget the chicken?

The food and drinks are not exactly cheap for a pub, you have mains on your menu for over £30. The service and experience did not match the price.

A quick scan through your reviews shows the issue of exceptionally slow service has been going on for a while, and still is...

Came here for their Christmas dinner last week and I have to say it was absolutely, unequivocally, devastatingly dreadful. Luckily I’d dodged a bullet by opting for the supplementary steak option as a main but my friends were less fortunate. The star of the show was abominable. Dry turkey, undercooked roasties, generally pathetic portions and to top it off they forgot the pigs and blankets/stuffing. They said they’d bring it along shortly (they didn’t) and when they did eventually do so (after the mains had all been finished) they brought a tiny bowl with 3 cocktail sausage sized pigs in blankets and balls of stuffing. I assumed this was a per person portion (especially to make up for them being late) but no, alarmingly it was for all 3 unfortunate fellows who’d opted for the Christmas dinner. Then dessert, my word. Sticky toffee pudding, the king of puddings, surely they can’t mess this one up? Spoiler alert, they did. It tasted like a combination of sticky toffee pudding and Christmas dinner (which we can all agree is rank) and was accompanied by a pitiful portion of lumpy, tasteless, conspicuously white custard. Only one person was even able to finish it, yet this did not apparently warrant a “how was your dessert?” to ascertain why. To make matters worse, when we were leaving we saw the table next to us with gravy boats of lovely custard. All in all this was very disappointing, especially at the extortionate price they used to pull our pants down with. Do not, under any circumstances, come here for your Christmas meal! Save yourself the agony and go to a normal restaurant then pop in for some overpriced...