The Gate: Kitchen, Bar, Terrace — Restaurant in London

I would probably stretch to 3.5 stars if halves were possible, for the afternoon tea we had, based on the entire experience.

It didn’t start well, in attempting to make a booking in the first place, as the phone was either not answered, or engaged. We almost didn’t make a booking due to this. My mother tried at various times of the day over 3 days before getting through and was told, “we’re very busy!” although when we went, they weren’t busy. It’s not possible to book specifically for Afternoon Tea online.

There’s no parking on site, except for hotel guests, although there is disabled parking (which my mother requires). The one disabled space was taken when we arrived but we were given free parking in a regular space, so that was good.

The girl who greeted us was gormless. We were given a dinner plate, knife and fork and teaspoon. She brought us the menu, even though we were booked in for afternoon tea. We had to request the list of teas. We kept the afternoon tea menu with us but it didn’t entirely match what we were given. It took a very long time to come out and it was virtually impossible to catch the attention of any staff, during the course of the tea, who were busy preparing for the evening and chatting with each other. No-one else appeared to be having tea, even though it was 3pm and they were “very busy” so we felt a little in the way. I requested a second pot of tea and it wasn’t the tea I had the first time – they didn’t check or ask. My mother asked for more hot water and it came in a cup!

The sandwiches were very basic and came on a cake stand far too big, so it looked very sparse. It was also sloped and at one point the jam fell head first onto the table, onto my phone! Later on a macaroon slid off too. A stand with edges or plates might be better than flat glass. On the plus side, the scones were very good and the little cakes / desserts were good. We got 3 plain scones and one fruit, which was just another little thing they didn’t quite get right.

We thought we’d try the place out because we’ve been to The Petersham quite a few times, amongst many other places and it was half the price. Our conclusion was that it certainly wasn’t The Petersham! but given the price, it was fine. The venue was attractive and we would have had a lovely view if the weather had been better. If they could just tweak the finishing touches and have more attentive staff, the overall impression would be much better. When we did interact with the staff, especially one gentleman who served us, there was every effort to be pleasant...

I've now visited this restaurant twice - in 2021 and 2023. In 2021 I gave it 3 stars. In 2023 just a single star and based on my visit today that is generous. The service is just dreadful. The staff are friendly and welcoming, but they just don't appear to be managed. Dishes wait at the serving area for ages with no one ensuring they are delivered to tables. Our simple order of two focaccia starters took about 20 minutes to prepare and even then only a single portion was prepared and we had to ask for it to be served. No plates were provided, again we had to ask for these. The second portion of focaccia didn't arrive before they brought our mains. Who knows why they can't prepare literally 8 slices of focaccia and serve it in less than 20 minutes. My main of a burger was barely warm. The rest of the food was ok. But there was simply no attendance from waiting staff to top up glasses, ask whether additional drinks were required or even if we wanted dessert. We decided to sit in the garden and asked if we could order some coffees. This was met almost with incredulity as if no one ever asks this. When we ordered a bottle of prosecco when the coffees arrived this order went nowhere it seems and we had to go into the restaurant to ask where it was. Apparently not all waiting staff can take orders properly. The restaurant wasn't amazingly busy, but the staff did seem to want to preference a table with a large party on it at the detriment to everyone else. It didn't help that the person who seemed to be the manager spent most of their time with their head buried in their phone. To top off the visit I paid a not insubstantial £15 for 4 hours parking. I wish I'd checked the tariffs first as I would have happily left a lot earlier. I hope from this description the staff read this and realise who I am - especially the manager. The restaurant has what seem to be competent staff, but they aren't managed. A good restaurant needs an attentive manager. Let's hope the Gate...

A Waitress! A Waitress! My Kingdom for a Waitress!

Oh, the bittersweet tragedy that did befall me at The Gates, in Richmond Hill! Upon entering, I was filled with hope, ready to feast like a king in the enchanting ambiance that whispered promises of splendor. But alas! What cruel fate awaited me!

"Waitress, waitress! wherefore art thou waitress?" Forsooth, not a soul did attend to my needs! I, who came to be served, was left to fend for myself, a guest abandoned, wandering like a lost spirit in the twilight. What sorrow! What despair! That I, a humble patron, should be made to fetch mine own victuals—oh, the ignominy!

And then, to tip or not to tip—that was the question! For I was presented with a bill most princely for service that was but a phantom! My blood did boil, my heart did rage, yet I stayed my hand out of love for my gentle companion, whose tender heart could not bear the storm of my fury.

I leave this lament not just as counsel, but as a jest of sorts, a tragicomedy of errors. Heed my words, oh keepers of The Gates, and may no other noble soul endure such neglect. For surely, such offenses most foul must be righted, lest your good name be tarnished!

• for anyone from the Gate trying to make sense out of this : went to your restaurant with my girlfriend. We were outside on the back. Only time we had access to service was when they brought us our orders. To order anything I had to go to the bar. Between meals ( 2 mains + 1 bottle of wine ) nobody gave us any attention, which we needed. I was going to let you guys know, as I was paying 12.5% for service but my super polite girlfriend didn't let me do it. So I told her I would leave a review, but would be extremely polite so she didn't have anything to worry about. Food was excellent, atmosphere really good, but please do pay attention to your guests sitting outside, specially mid-afternoon when you are not too...