The Heathcock — Restaurant in Wales

I am unfortunately having to write this due to lack of appropriate response from The Healthcock in regards to issues involving a food poisoning incident on 23rd December leaving 6 of our party unwell with suspected norovirus over Christmas as well as sub standard customer service in relation to this and a previous booking. We visited Healthcock on two occasions in two months, unfortunately both occasions have been extremely disappointing.

November 2023 - party of 6 - Heathcock was out of food options to cater for a Celiac member of the party (they had prior warning in the booking made 2 weeks prior), meaning this person had no choice of their meal for the evening. We had a drink spilled over a party member by the waitress - no apology, we still had to pay for the drink, later a man behind the bar joked about this to the party, unfortunately this didn't land very well. They then left 5 desserts off the bill, the following day, on noticing this, we called to settle the matter, they did not even thank us for calling to give them the extra £50 we owed them. I responded to their auto email for feedback, very reasonably advising them of our experience, however I believe I was fair and complimentary in the areas where it was deserved. We had good food and despite these bits, had enjoyed our evening - everyone can have an off night right? Unfortunately, we never heard anything back from them in relation to this feedback. This felt a little underwhelming, even an email back to apologise for the spilled drink that we had still paid for would have been something.

December 23rd 2023 - party of 14. Christmas Menu. 6 out of 7 people who ate the oysters became unwell on Christmas day with severe diarrhoea and vomiting, unable to keep food and fluids down whilst experiencing fever and fainting episodes. This lasted well into Boxing day. We emailed The Heathcock on Boxing day morning, to advise them of this asking for acknowledgement and for a return phone call (I couldn't get through to them on phone). They did not call me or acknowledge the email. Only doing so after we had already reported to Environmental Health and they had a visit to inspect their kitchen. They then emailed, blaming their supplier. Which in essence is attempting to absolve themselves of the obligation they have to serve food that is safe to consume.

Environmental health are now involved and are investigating the food poisoning issues (they had advised us it is likely norovirus from the oysters served).

Unfortunately their email of apology leaves much to be desired in addressing the extent of upset, discomfort and disruption caused by eating at the restaurant. Unfortunately, it is in keeping with the previous communications we have had with The Heathcock... overall absent.

Their lack of care for customer experience is negligent and I have ongoing concerns about their food hygiene standards. I will not be returning to the restaurant and would advise everyone to also steer clear. There are so many restaurants in Cardiff that provide great food with great customer experience, not returning here will be of no detriment to us. Unfortunately the...

I had high hopes of having a good experience here given the pedigree of the Team and what they had achieved with their restaurant in the Vale. Sadly this doesn't seem to have transpired at their new venture. Having confirmed that I had a reservation we were shown to our seat, I did not get a warm welcoming smile nor was their any attempt to engage in conversation. While promised menus and a wine list I had to wait a further 10 minutes after sitting down and another prompt for the wine list to be provided to me. Food was ordered and starters were adequate. I ordered the monkfish which came with a broth containing cockles and samphire, while tasting good it was sadly let down by the addition of salt to the monkfish which in addition to the already salty ingredients in the broth it spoilt the dish for me. I fed this back and was advised the chef would receive this feedback. I ordered the sirloin of beef for Sunday lunch. I must say the roast potatoes were spot on as was the gravy and vegetables; however the star of the show was incredibly disappointing. I am a huge fan of roast beef being served pink or medium rare, however the portion I was served was quite clearly rare and in the same areas I'd say uncooked (photo attached). Because of this the meat was extremely difficult to slice even with a steak knife being provided. I eventually gave up on it. I was then offered dessert. From receiving the menu I noted that I had still not been asked whether I would like to order after 15 minutes. Focus was clearly on clearing other tables rather than serving the guests who were still present. I eat regularly across South Wales and have a real passion for food and good hospitality and I was upset that I'd not only wasted my money but also my time here today. Guys I would recommend you spend some time visiting Y-Polyon in Carmarthenshire, this will give you a good idea on where you need to be from a front of house perspective. I'm afraid employing children to serve as cheap employment doesn't cut it. They lacked the confidence and experience needed to make the experience for the...

Don't normally write reviews, but given the price of this place I feel compelled to. Booked for Sunday lunch as have had many great times here in the past, and don't mind paying a high price if the whole experience reflects this. Unfortunately, today's experience failed to meet with previous experience. Firstly, the table we were allocated should not be offered to anyone as it is extremely close to the adjoining table, meaning you have to disturb fellow diners in order to squeeze (literally) into your seat. Whilst the pork dish was fairly decent, the lamb arrived cooked vary rare. This was not advertised as such, otherwise I would have asked for it to be cooked to my liking when order was taken. Having said that, I immediately informed the server that I would like the lamb to be cooked more, which she obliged, and returned with the lamb slightly more cooked. Both meals were covered in a gravy which was very overpowering in taste (salty, thin and not very nice). This would have been better served in a separate pouring dish, which we discussed with the server on payment. He server admitted that the gravy is quite strong, mqybe she could have said this when we ordered, so we could have had the option for it to be served separately. Roast potatoes were overcooked, and were very difficult to cut they were so hard. The bill was incorrect in that the cheese board (which was delicious) was not included. We did inform them of this and a correct bill was delivered. In hindsight, we should have informed staff that our table was not fit for purpose but I hope they kindly take this under consideration now for future diners. All in all, I feel this was an overpriced dining experience for what we got. Sadly, I wont be rushing back...