The Alice — Restaurant in Oxford

Terrible experience and even worse customer service - get ready for a rant. My partner and I had an incredibly disappointing experience at The Alice last year. We had booked a table at the Summertime Jazz night to celebrate a special occasion. We booked a 8.30 table (the last available booking slot on the website) and arrived a little early, however on arrival we were told that there was no table for us. They confirmed that our booking was in the system, but it turns out they had double booked tables for the evening, (obviously quite ridiculously) thinking that someone booking an earlier table to the Jazz event, would leave and they could turn the tables and double their profit.

After an awkward wait in a separate room, we were told there was a table in the “snug room” that we could sit at that was “nearer the band” (what they didn’t mention is that whilst technically closer, there would be a wall between us and the band!). The room we were shown to was clearly a bar seating room not usually used for food, had no atmosphere and our table was far too small to fit food and drinks on, so it was a constant juggling act of trying to eat whilst not knocking anything off. The staff were more than aware of the issue, themselves struggling to find space to put plates, but did nothing to assist. The room was so cold that we had to eat in our jackets. But most importantly, we couldn’t see the band, which was the whole reason we had booked and attended the restaurant. The service was also very poor, I presume as staff were not used to people eating in that area, with us having to repeatedly flag down staff for drinks and food orders. We wanted to leave at this point, but by the time the situation had been made clear to us (after lots of staff awkwardly disappearing off to ‘check’ things), it was too late to eat elsewhere, so we had to stay, ultimately paying £140 for pretty average food and to not receive the experience that we had booked.

There was a lot of trying to shift the blame from the manager that we dealt with, including advising us that we should have booked an earlier table. I informed them that my partner was a firefighter so wasn’t really in a position to leave work early. Ironically, he was one of the firefighters who previously saved the building from complete destruction when they had a fire a few years ago. At the end of the meal (and after the band had finished) we were left in the snug room and after having seen no staff for quite some time we went into the main restaurant to finish our drinks. I assumed that a manager would check on how we had found the meal, and offer a discount, however we were just presented with a bill and rudely told to pay up so they could close the restaurant.

Afterwards I sent a detailed complaint The Alice to voice my disappointment at the whole evening. After two emails, I finally received a response which was little more than a demand to see “proof” that was story was true, including receipt for payment. I provided this, but then never heard back, despite several chasers. Absolutely disgusted at not only the service we received on the evening, but the horrendous customer service we received afterwards. I have since had several friends share their poor experiences at The Alice over the past 18 months. From reading other reviews below, it looks like terrible service is quite a theme.

My advice would be to save your money and go elsewhere for a far...

For those of you who read my restaurant reviews (and, truly, I adore your stamina), you’ll know that I often talk about restaurants trying to be special. The dim lighting, the overpriced cocktails with sprigs of rosemary the size of bonsai trees, the waiter who says “awesome” when you order water; all the theatre of importance without any of the soul.

But The Alice, I’m delighted to report, is not trying to be special. It simply is.

We were there for my mother- and father-in-law’s 55th wedding anniversary, which, as milestones go, demands something rather more distinguished than your average “nice meal out.” Finding a venue that pleases everyone from the steak loyalists to the pescatarians to those who only eat things described as “light” is usually impossible. But The Alice ticks every box and then some.

The dining room is a beauty: elegant without being fussy, grand without feeling like a museum. There’s a warmth to it, with soft light that makes everyone look ten years younger, rich tones that whisper “Oxford,” and a low, confident hum of people enjoying themselves. You feel good the moment you sit down, which, frankly, is half the battle.

And then the food. I started with smoked haddock fish cakes, golden and crisp on the outside, flaky and rich within, perched atop a swirl of buttery sauce that made silence descend around the table. They were the sort of fish cakes that make you wonder why anyone ever bothers with the supermarket kind: deeply savoury, comforting, and just elegant enough to remind you this is not a pub supper.

For the main, a flat iron steak, perfectly charred, properly seasoned, and cooked with that quiet confidence that says, “We’ve done this before.” Served simply, as all good steaks should be, it was tender and flavourful enough to render conversation temporarily unnecessary. Across the table, others murmured approvingly over their dishes, not the sort of forced politeness you get at family occasions, but genuine pleasure.

And then there was David, our server, an absolute masterclass in hospitality. Friendly without overstepping, efficient without being mechanical, and blessed with that rare skill of reading a table without intruding upon it. He managed to blend the grace of old-world service with the ease and charm that make modern dining a joy. By the end, he felt less like a waiter and more like part of the celebration.

As we raised glasses to 55 years of marriage, of patience, humour, and, one assumes, the occasional tactical retreat, it struck me that The Alice had provided exactly what such an evening needs: warmth, generosity, and a touch of magic.

Plenty of restaurants try to be special. The Alice doesn’t have to....

I can't quite believe the reviews that have been given to this restaurant. It is barely worth 1 star let alone 4 or 5 unless this is the only restaurant you have ever been to or being cooped up in your home the last two years has altered your view of what a good restaurant is. Having booked for 6 people in December with staff chasing twice to confirm the booking we arrived to be told the restaurant was closed as it was being refurbished, and was told it had been closed and we should have been informed. We were not the only ones, as others piled in, so that set alarms off that the management is poor and or incapable. Try finding somewhere else on a Friday night at 7.30pm in Oxford!.

Apologetic but nothing to compensate like, take my name, offer a return with £X off or anything. Again reflection on management. So as the restaurant was new rebooked for early January. Wish I hadn't. First thought on entering was I had arrived at a cross between an american diner and a 3 star hotel breakfast room and although we were 4 people were shown to a table of 6 when there was only one other table that had people seated. What they must have spent on the refurbishment to make it look so cheap is mind boggling. As to the Menu. Oh god, trying hard, and somewhat pretentious because it is very limited and expensive for what it is, and as to the wine list again really very poor. Service. Jeez no there has been Covid, but at least train the students! It was terrible. Fast food chains are better. Not a clue, and having waited to clear the plates for over 20 minutes having had 2 taken away then left alone prompted me to clear the table myself when the manager arrived to apologise. Then received the wrong bill.

Has no atmosphere, no trained staff and no trained management and for a bill for 4 people at £280 you would do better going in to London and eating far better. Or Nando's or le Petit Blanc, or Quad or The Wilding in fact anywhere else!

Real pity as so many people want a good place to eat in Oxford. Sadly we will all have to wait. I give this another 6 /9 months before the investors...