Grapes Hotel — Restaurant in St Helens

Absolutely Shocking experience on a Sunday afternoon!!

Don’t bother coming here for a quick drink at 12pm on a Sunday because you won’t be treated as valued customer if you not queuing for the carvery. They had literally every single table in a pub marked as reserved and only few people were in at the time. Girl at the bar served us drinks no problem but never mentioned we will have nowhere to sit in a literally empty room. So we sat down at a smallest table we can see for two, poured in our drinks and then get shouted from the same girl who served our drinks -‘you should not sit at this table is not for drinks, table for drinks is over there! And pointed with finger towards the long high table in a middle of the room in front of the tv which same as the other tables in the pub had same sign placed on it - RESERVED!! No indication this can be used for drinks?! We have no issues moving tables but the way we were spoken two by this girl and then nasty comments left behind our backs by her and an older lady at the bar saying - yeah they do what they want you just need to keep an eye on them! I think it is understandable this was our last visit to this pub, I didn’t finish my drink, we just left. I made my point to this older lady and the girl that you do not speak to customers in such a rood and abrupt way but they both just ignored me, never apologised just said we are such a small pub and need to manage it, and then gave us these looks from behind the bar like we are out of order and they are disgusted by us. We never tried food in this pub always been coming here for drinks only, using indoors and outside sitting area but after this visit never again. We also are making a complaint to Greene King abut this unpleasant experience and lack of service...

What can I say.... Really impressed. We called in on spec for some lunch mid week. It had been a couple of years since we'd last been as to be perfectly honest the food back then had gone down hill and there were nicer pubs to dine in in St Helens. We were instantly surprised by the introduction of a carvery, which was a massive bonus as we didn't have much time. We were met by Sharon, a lovely, bubbly and chatty lady who made us feel very welcome and seated the 3 of us, explaining the way that the food worked using the phone app or bar ordering. Opting for the carvery we were quickly served by a pleasant chef who served the initial selection of meats onto plates. The selection of vegetables was good and all nicely cooked with a good selection of various accompanying sauces available too. As one of our party was 77 and not that good on her feet, a member of staff was quickly on hand to carry her plate of food back to the table while my wife helped her back to her seat. Only a little thing but it made a big difference! The food itself was really nice. The turkey was soft and moist and the roast beef well cooked but easy to cut and chew (not like eating old boots!!) veg was also cooked really well. In short, the whole process was pleasant and we were made to feel like we were welcome. We had a lovely, relaxing afternoon and I gained a mass of brownie points with the mother in law.... So a massive win!! Many thanks to all the staff who added to the whole experience and we will undoubtedly return in the...

I know for a fact the manager wouldn't serve a Christmas party of twelve last night just because they weren't having food. Must be good if you can afford to turn down twelve paying customers on the first stop of their annual Christmas do. Manager has replied below with some guff about them not prebooking - why would you prebook for a few drinks only? Again, no one was eating. Yes some of the party were in for an hour, so we are confused as to why you suddenly decided not to serve them after that time, instructing bar staff to ignore?Just a very rude customer service experience and not the first looking at these reviews. Avoid. Manager has now edited his reply again. I appreciate its the busy festive period but the truth is the party arrived when no one was at tables eating and they agreed with you to move should the situation change, which it did not. Unsurprising given the customer service here! Do you really expect people to prebook for a couple of hours drinking? In a pub? You're not The Ivy! When one of the party went up to place an order you were seen instructing your barmaid to circle the bar and you then turned your back on her. Even one of your locals said it was...