Prezzo Italian Restaurant Romsey — Restaurant in Test Valley

Good food let down by poor disorganised service. My husband came to check if we could bring our dog in.   The young lady in a blue top and grey gillet said seriously 'we only accept walking dogs'... Although our dog can walk, very well actually, and is quiet and well behaved we didn't think he would be allowed, which was fine.

The food was delicious but the service really let it down... We had four people serve us, the lady who mentioned 'walking dogs' was brisk in her manner.... We asked for clarification of what was included in the kids £1 meal deal she replied 'the kids menu' quite abruptly and Didn't really want to expand on this.

We were shown to the table, our order was taken.... After our daughters finished their starters the staff tried to put down our main meals without clearing the table first... We had to lift the plates out of the way and wait to be relieved of them. Where the service really dropped in our opinion was after the main courses were served, several staff members came round to our party of the dining room but didn't look in our direction to serve us, three people came in the room and it was getting late (or kids are under 10)... So my husband had to go and get someone and ask to be served, and then we had to spell out to the waiter who came over what was needed!

As I said earlier the food was delicious, but we wouldn't come here for a birthday or celebration owing to the service... The front of house girl was brisk...I have to say this, she may of been having a bad night but...put someone courteous in a front of house hospitality role.  I think we fell by the wayside as different staff came to us at different times.

I must mention the ladies loos... They were dirty....the tap wasn't in the tap hole it was laid on its side... My 7 year old daughter waved her hand in front of the sensor and said 'Mum the tap still works'! As water shot out sideways... The white sink looked like it hasn't seen an cleaning products in a while.

It's in a beautiful location, stunning old building, good chef, but really let down by the toilets and staff organisation.  Eastleigh by comparison is 5* all round - fantastic hospitality, great food and clean loos.

The main waitress Veronica was very friendly when our bill was presented and she strongly encouraged us to leave her 5 star feedback... Not asking what we thought of our experience, but suddenly animated about the prize she is sure to receive soon due to the good feedback, such as a cake.  She was the most polite member of staff.... This meal came at the end of a mini break where we have been fortunately to have a few meals out in a variety of establishments some with one member of waiting staff...Prezzo was the only one that we felt 'a gap' in the service provided. Possibly needs staff training and better teamwork,...

Not sure what happened on our visit yesterday but it was one big disaster and meant we won’t return to this Prezzo.

Waitress was super friendly and took our drink order really quickly! Drinks arrived quickly to the table. Waitress had an issue with the ordering tablet and kept having to go off and come back.

Eventually we placed food order including kids 3 course menus and two adult mains.

After about 40 minutes I asked if there was a kitchen issue as we had had no food yet! (2 kids garlic breads surely are quick and simple). Eventually one kids garlic breads came and then we were told 3 times they would go and get the missing starter. We were handed a wrong kids starter (mozzarella sticks) and told them it wasn’t ours as we ordered a simple garlic bread with cheese - we were told to keep the mozzarella sticks for free while they sorted the missing kids garlic bread with cheese! On asking a third time for the missing child’s starter - we were told we had the mozzarella sticks instead!!!! You can’t just give something complimentary and then later say that was instead of what was ordered! Also you can’t change a kids order to suit yourselves!!!!

After well over an hour we asked if the mains were coming. They went to check with the kitchen. They arrived eventually and had clearly been sat in the kitchen for quite some time as nothing was very hot - no piping hot pasta or steam when cutting open the calzone. So disappointing.

Then after finishing our mains, the child’s garlic bread with mozzarella actually arrived! Who knew it was so tricky to make this dish!

Ordered one kids desert and that came fairly quickly. Other child decided not to order her sundae after the other issues.

Eventually got the bill after asking twice And that was completely wrong too!Overcharging us by around £10 on the first receipt which we had to explain the issues!

We were in the restaurant for two hours in total! Other tables were clearly leaving without finishing meals or ordering deserts too - one table next to us gave up and left after mains (children) and another table got boxes to take the food with them (small children).

We have been here 2-3 times before for lunch and never had such issues, which was why we had returned...

We came today for the 99p main offer, and although the food was okay we felt the service was quite poor. Although the mains were 99p, the total still came to £35 because you also had to buy drinks that were all around £5 each. The food itself was fine, the pizza didn’t have much topping on and although I ordered the same pasta as someone else on our table, we both had different things in our pasta. A few people walked out because the service was very slow and when requesting an ETA they weren’t given one. Our meal took an hour or so to arrive (which we totally understood as it was busy) but an ETA when being seated or when ordering would’ve been helpful. We then tried to pay with cash but we were told they don’t take cash, which again was fine, As we walked off we said to each other that it was a shame because we couldn’t leave a tip as we only had a £20 note (we were hoping to tip the change leftover from paying our meal). The waitress then went to her till to do something and without even looking up at us just shouted after us as we were walking off something along the lines of ‘well it’s not our choice is it ’ in a really rude, sarcastic tone. I assume that the waitress had wrongly presumed we were complaining about not being able to pay with cash, which we weren’t. I wouldn’t have left a negative review if it wasn’t for this comment, but I just felt that with the very slow service and no updates at all regarding our food in the hour or so we were waiting or checking up on us during this time, we were just very taken aback by the rudeness of this comment, especially after we’d tried to be really understanding and patient knowing how busy it was. I understand it was a busy evening, but I just think it was a really unprofessional, and really quite rude thing to say to us as we walked out when we were just saying that it was a shame we couldn’t tip her, and it also isn’t the customers fault that the company doesn’t take cash :( we were just really disappointed with this comment, especially when it was said quite loudly in front of other customers when we were genuinely just trying to be kind, it made us feel really...