Browns Cardiff — Restaurant in Wales

Disappointing Experience at Browns Cardiff – (Poor Hospitality -By Shift Manager KAROL)

We had a very disappointing experience at Browns in Cardiff (located within the Marriott Hotel), which sadly led us to walk out before ordering. Upon arrival at about 11am , we requested to be seated at a table near the window in the largely empty restaurant. However, the restaurant manager, KAROL, upon being asked by the waitress if we could have that table , refused our request, citing that the table was reserved for 7:00 PM! — nearly 7.5 hours later. To make matters worse, after the waitress seated us on a different table (which also had a ‘Reserved’ A4 sign on it), the waitress kindly removed the sign from the table only to be instructed by KAROL to place it back on the table as they might forget to put it back. This table was also reserved for 7pm! The lack of flexibility and unnecessarily rigid attitude felt more like a power play than a professional hospitality decision.

We ended up leaving and going to Bill’s Café instead, where we were greeted with warm smiles and served a delicious brunch — a complete contrast in hospitality.

It’s disheartening to see such unwelcoming behavior in an industry that’s already struggling. We actively try to support local restaurants and dine out regularly, but experiences like this make it difficult. Hospitality should be about making guests feel comfortable and valued, not about asserting control over empty tables.

Unfortunately, KAROL’s attitude left a sour taste — not just about the restaurant, but about the brand itself. Hopefully, Browns can re-evaluate how their staff interact with paying customers before more diners decide to take their...

I recently had the pleasure of dining at this wonderful restaurant and I must say, it was an exceptional experience. Not only was the food delicious, but the service provided by the server was outstanding.

When I reviewed the menu I had a particular dish in mind that I wanted to try. Unfortunately, it was not available that day. However, the server, Tasha, went above and beyond to recommend an alternative dish that I might enjoy. She took the time to understand my preferences and suggested a similar dish that turned out to be absolutely delightful.

Throughout the meal, Tasha was attentive, friendly, and knowledgeable. She provided detailed descriptions of the menu items and offered her recommendations based on her expertise. Her genuine enthusiasm for the food and their willingness to accommodate my preferences made the dining experience truly enjoyable.

Not only did Tasha provide excellent service, but she also demonstrated exceptional professionalism and attention to detail. She ensured that my dining experience was seamless and enjoyable from start to finish. Her warm and friendly demeanor made me feel welcomed and valued as a customer.

I highly recommend both Browns restaurant and the exceptional service provided by Tasha. The combination of delicious food and outstanding service creates a truly memorable dining experience. Whether you're looking for a delicious meal or a server who will go above and beyond to ensure your satisfaction, Browns Cardiff is the...

I've visited Browns twice now in Cardiff, as I work for M&B and have done for serveral years and are always interested to see what other brands and locations are like. We first came as a surprise to celebrate my mother's birthday back in March and everyone loved it. The food did not disppoint. As I was the organiser and live in London, the team were really great in liaising with me on getting cakes and balloons delivered and really took the stress out of planning, which was a huge huge help. Most of the guests were vegetarian and the options though limited were delishious and so we returned last week with my mum, my little brother and my friend. The food again was amazing... we had a great time and our server Scott, was brilliant, he was really warm and welcoming and went above and beyond to tend to your needs or otherwise my very fussy little brother's needs. He was patient, attentive and seemed that no request was too much. Scott really added to the great time we had at Browns! And so thank you to the Browns Cardiff team but most of all Scott! Thanks. See you guys again next time I'm back in Wales.

P.s. my mother wanted to leave a review for Scott too but you know how it is with a certain generation unable to use technology so think of this as two good reviews...