Esme's Tea Rooms — Restaurant in New Forest

My review is based purely on customer service and not on food quality. I contacted Esme Tea Rooms regarding a possible afternoon tea for a special occasion. Their website clearly shows the afternoon tea served on a table cloth with proper napkins. Having popped in to look recently, there were no tablecloths in sight, so double checked via email how tea was served. I was informed that there were no tablecloths and when I expressed my disappointment and suggested that perhaps their website photos should reflect the true service, I was told quite rudely that I should take my business elsewhere. Hmm, not really the customer service I would like to receive when pointing out a true fact. I won't be bothering to book at Esme's then!

Since I can’t respond directly to the establishments response, I will add here that I didn’t “request” a tablecloth, rather asking for clarity. I wanted to be sure what was available as the afternoon tea photographs on your website differed hugely from the reality of your actual tea room. I understand why you photograph the afternoon tea in the best possible light, but that’s not being transparent as to what I can expect as a customer. It’s like showing beautiful tea cups then serving tea in a cheap chipped mug. As for the dietary requests, all decent establishments should be prepared to be flexible and meet people’s dietary requirements. I have no need to review whether you were prepared to do this or not, as your dismissive suggestion that I take my business elsewhere was a very clear indicator to me of the customer service I would no...

What a charming little tearoom to stumble across after a ramble through the New Forest. As a coeliac, I was delighted to find a generous selection of gluten free options (though by the time we arrived, the scones had sadly sold out, a consequence of our late timing rather than any oversight on their part). Instead, I chose the raspberry and white chocolate cake, which was an absolute delight, it was light, moist, and perfectly sweet. I was more than content with my choice, though I must admit I did keep casting envious glances at my partner’s scone, which looked equally tempting (even our server commented with a touch of envy!) Tea was served in a delightful assortment of vintage, mismatched china, adding to the cosy charm. Around the tearoom, shelves brimming with pretty teapots and characterful china pieces gave the space a whimsical, cottagecore atmosphere, perfectly befitting its setting in a thatched cottage. A truly lovely spot, and one I would very happily return to if I venture across this area of the New...

Scones were nice. Interior was very quaint.

Service could be better though, we ordered two cream teas which was 4 small scones, and a huge pot of tea in total. We had lunch not too long ago so we asked for an extra empty cup so 3 of us us could share (3 people sharing 2 cream teas) but was told they don’t usually allow people to share. In the end the staff asked the manager and said ‘Manager allowed an exception this time’ which made us felt we were doing something wrong and should be so very grateful 😳

We later accidentally spilt some tea on the table so asked one of the staff for a cloth or some serviettes, he didn’t reply or even acknowledge he had heard me. Didn’t give me any tissues straight away, which would have been readily available. He just walked off into the kitchen and after waiting minutes, finally sent someone else with some paper towels.

Its a shame as I did like the food and the setting but one particular staff made the experience...