A Deeply Disappointing Experience – Urgent Need for Improvement

Unfortunately, our recent visit was deeply disappointing from the outset. From the moment we were seated, the service fell far below acceptable standards. We waited over 15 minutes without being acknowledged and had to ask twice for someone to take our order. When a member of staff finally approached, we learned that many of the dishes listed on the menu were unavailable, something we weren’t informed of in advance.

Given the delay, we asked if we could at least begin with drinks and starters. However, we were alarmed to see alcoholic beverages such as Jack Daniel’s and vodka listed under the mocktails section of the menu. This is not only misleading but also potentially dangerous, as mocktails are expected to be alcohol-free. When we raised this concern, it was dismissed as a printing error, which, while perhaps unintentional, requires urgent correction to avoid serious consequences.

The drinks themselves were poorly prepared, not fresh, extremely diluted, and, in some cases, incorrect. When we explained this to another member of staff, rather than addressing our concerns with empathy or professionalism, we were abruptly told that “nothing fresh is available.” This was not only disappointing but also troubling from a quality and food safety standpoint.

Our starters then arrived with stale bread, which led us to cancel our main courses and cut the evening short. At no point did any staff member apologise or express any willingness to improve the experience. In fact, when we shared our concerns, the response was dismissive, noting only that “others are happy,” rather than acknowledging our feedback or attempting to make amends.

This establishment appears to lack not only basic service training but also fundamental standards in hospitality, communication, and food safety. We strongly recommend a thorough review of staff training procedures, menu accuracy, and food preparation practices. Furthermore, a visit from local health and safety authorities may be warranted given our experience.

While we understand that experiences can vary, the consistently glowing reviews we saw online are difficult to reconcile with the service and quality we received. They appear to reflect a very specific demographic and do not seem representative of a broader customer base.

We hope this feedback is taken seriously and used as an opportunity for genuine improvement, not only for future guests, but for the credibility and growth of the business itself.