The Havelock Arms — Restaurant in Sunderland

I have been a loyal customer of this establishment for some time and have always enjoyed the experience. However, following a recent change in ownership, I have noticed a significant decline in the quality of service. The atmosphere has changed, and unfortunately, the staff no longer exhibit the same level of hospitality that I had come to appreciate. During my last visit, I could overhear staff conversations about our party from across the bar, which felt quite unprofessional. Despite giving the place a second chance, hoping the first visit was just an off day, the experience was still disappointing.

While the food remains decent, the overall experience was marred by the staff's poor attitude and lack of attentiveness. It's a shame, as the establishment has been newly renovated and looks fantastic. Additionally, the new menu lacks some of the popular items that I used to enjoy, such as the steak stone and the pizzas, which were exceptional.

On a positive note, the young manager was very understanding and approachable, which was appreciated. I hope that with some adjustments, particularly in staff training and perhaps reconsidering the menu changes, this place can return to its former glory.

Will try again in 3-6 months and adjust the review...

This review was previously a 5star. Not sure what's going on here, my guess would be difficulty dealing with the changes and a new chef. Although I doubt it's a chef anymore, I guess a cook. I ordered a steak which states it's medium rare on the menu. It arrived well done, I returned it as it was tough as old boots, only to asked if I wanted to order something else as the "chef" couldn't guarantee how the steak came out. Why put it on the menu then?? I didn't want anything else and sat there with no food, and management left a young new starter to deal with it. At the least I'd expect the "chef" or a manager to tell me the food couldn't be cooked as described on the menu. On arrival we were told that food was starting 15 minutes late. This was fine as we'd just arrived and hadn't even seen the menu. We were seated and our drinks order taken and menus given to look over. The only reason we knew they had started taking orders was seeing someone's food being delivered. What made it worse was that they came in after us. The food overall was poor. It's such a shame as we loved visiting...

Overall rating was debated between our party of 6 between a 1 and a 2. The service was terrible and we lost count of the visits to the table just to take the order. The staff didn’t have the tools to do the job. How much is a pen! We couldn’t help but laugh when the food arrived. The fish was slightly larger than a goujon and was well battered. None of us have ever seen a fish so small. The other meals followed in the same vein. A complaint elicited the information that it was down to the brewery who set the menu. Further research identified that Punch Enterprises were the culprit which had been taken over by Fortress Investment Group a couple of years ago and that I assume is the rub. All they are interested in is the money. In my opinion there is no customer focus on provision of value for money, or focus on quality for the customer. One would assume that the reputation they will get is not going to achieve their objective. Obviously they will not get any further money from us and we will avoid Punch...