The Water's Edge — Restaurant in London

My wife and I went for the carvery last year and found the staff quite unfriendly. Despite this, we decided to try the place out again, hoping that the unfriendly staff were a one off. It wasn’t. I went to the bar to order (there is an option to order using the app at the table but there was no phone reception (!)). Offering free WiFi would have been useful. Anyway, we were greeted by a server who came across very unfriendly and face like thunder. Considering the experience we had last time, I was disappointed to see that the reception was exactly the same as last time. I asked for a voucher (offered by registering on an app) to be considered and was told it was no longer possible. I would have to go again to use it. The server (Kn) asked his manager (Aa) for advice and the manager, barely addressing me, said it wasn’t possible to use post payment. I’m frankly unsurprised that the staff have this attitude if the Manager has no clue how to address customers. I don’t understand why, some people continue to work in the hospitality business when they are shockingly bad at it. Everyone has a bad day but you leave that at the door, especially when you are customer facing to ensure repeat business and security of their job. I asked to speak to another manager, who went some way towards changing my perception, however, would I want to pay to be disrespected? Well, I’m not sure how many chances I would want to give before I go elsewhere (there are quite a few lovely pubs and restaurants in this area!). The only draw seems the lake and the walk around it, however, perhaps the arrogance accompanying such a lovely spot is prevalent. Shame. I wish the pub would give another company a chance to do what they can’t, provide basic good service in the very least. The sad addition was another 2 customers who were complaining to management. There seem to be a couple of staff members that I could see, who were nice and friendly. Perhaps, the bad eggs need to I be shown the door, especially at a time when customers are few and spending less, and revenue needs to sustain the business...

I will like to offer 0 star related to the staff but minimum is one and I will thell you why. I did came in today as I was passing by with my family and I was hungry like any other ordinary people. I did order a food for myself as my wife she wasn't hungry and my little dotter is one year old and she is normally feeding her with milk. The food was good nothing to say but while I was eating my child she wanted something from my plate of food which I already payed for it. I have been approached by the staff and make me feel horrible about the fact that I am not allowed to do that I am not allowed to give something from my plate to me child as it's against their rules and therefore I need to buy a separate meal for the child. A normal person with a common sense will not do that, for the sake of 99 p a normal person will not do that, will not humiliated me in front of my family and everyone there as I was like an homeless person and not effort to pay for my little dotter 99 p extra for a bowl of vegetables. I am a Manager Director in Partnership of CitNOW Group I definitely not come to that pub to feed my child for free, they made me feel disgusted about that situation I hope the owner of this business will see this message and he will look in to the process of employment and choosing the right people for the right business.

That ruth lady should not be dealing with the customers. I was more happy if she had this conversation with me after I had my food and not in front of my family or other customers, she couldn't have called me on the side and thell me that I would have appreciated more than. And for the future the management needs to display their rules in the pub so can people see them as not everyone check the website before entering occasionally in to a restaurant.

Very...

My family and I had a table booking for 8pm tonight, a Saturday, that we had made several hours previously.

When we arrived, having driven around 10 miles to the restaurant, we were eventually greeted by a member of staff.

Despite there clearly being at least 3, possibly 4, kitchen staff in their white uniform standing around near the kitchen door and carvery counter (plus at least one member of bar staff behind the bar) the team member that greeted us (who initially couldn’t find our booking, and spoke with a tone that suggested she didn’t believe we’d booked) - found our booking.

We were then told that there was a shortage of staff so the kitchen was closing, that only the carvery on display was available, and that if we wanted to eat we’d have to get our order in immediately.

The carvery that was present appeared dry and looked like it had been sat there for some time.

Really appalling service overall; especially given that in the few minutes we were present, I observed more uniformed (kitchen and bar) staff present than many other establishments have on their entire payroll.

There was no shortage of staff - we saw around six. I strongly suspect that what we actually encountered here was a shortage of customers so the team present couldn’t be bothered to remain open for the few that were present.

I don’t appreciate being blatantly lied to, by Stonehouse / Mitchells and Butlers, who couldn’t be bothered to honour a booking they had accepted.

Needless to say that my party and I left. We won’t...