A really frustrating experience!
The restaurant is lovely, we sat at the table adjacent to the kitchen hatch, the food mainly delicious and unfortunately whilst the front of house staff on the whole are very pleasant and polite, there seems a real lack of cohesion and co-ordination.
We arrived on time and were shown to our table, given menu's and offered water by the young lady who appeared to be second in command. After 20 minutes waiting and no drinks order even being placed, I gesticulated to the said individual for the promise of the drinks. We were served our water and drinks orders taken, aperitif's for the three ladies, coke for the driver and two bottles of wine to have with the meal. The wine duly arrived, though the remaining drinks did not. 10 minutes went by, with me itching to have a slurp of my Fleurie, though no-one else had drinks. My son, team driver was getting to the point of drinking out of his finger bowl, which had been placed on the table in readiness for his main course (starters yet to arrive)
We then asked again for the aperitif's which duly arrived in line with the starters. Starters were delicious deli board's and calamari, though did have to ask for Lemon for the fish.
The maitre 'd then came to advise the Ribeye steak I had ordered (cooked Blue) may be a little chewy as the fat would not render down properly, a nice touch, though I confirmed I would be ok with the order as placed. I tried to have a joke with him about the quality of service and politely bring the issues to his attention, unfortunately it was lost in translation (i think he may be british!!). as he turned to the chef and explained about the steak situation. To which the chef told him 'I don't care if he is welsh and a chef' to here a chef say he does not care is a little rude especially when the message conveyed is incorrect.
In the meantime we had a couple more drinks, which were delivered though the empties not cleared, sorry pet hate here. Don't put a full glass next to an empty one and not clear it.
2 ribeye and 2 fillet steaks along with a Gambas arrived, dirty glasses cleared as strategically positioned on the table so not to allow the plates to be placed. All steaks beautifully cooked. Beware the peppercorn sauce and red wine jus, they look the same and we asked for replacements, when the wrong sauce had only actually been put on the wrong plate. Side salad for Gambas not dressed, though my son did like the extra chillies in the dish. Delicious home made chips.
At this point we were really lucky a few people had finished and left the restaurant. We were engaged by a very pleasant and competent waiter, why oh why had he not been allocated our table earlier.
2 bannoffee soufflés and a bread and butter pudding ordered which we knew would be delayed due to soufflé being cooked. Pastry chef having a nightmare at this time, constantly having to shout 'service' to get someone to take cheese and biscuits to a table. Sweets arrived, bread and butter cold poor pastry chef abandoned on her own in kitchen. At this point everyone on our table had given up.
Requested bill, for the first time in my life I requested the service charge be removed. To summarise, on the whole lovely food, nice staff (overloaded and poorly managed) could be perfect with better co-ordination. Hint: try employing a bar person specifically for the restaurant, try getting the assistant restaurant manager to do something instead of standing around.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 31, 2013
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I am so sorry to hear that your visit had not met with your expectations and I do wish to apologise for the misunderstanding. I can confirm that your comments were passed on to the Kitchen exactly how you intended them to be and, in fact, the chef had commented that he is Welsh also and does enjoy the steak prepared similarly! Good Customer Service is of the utmost importance to us here and I can assure you that rudeness by our Front of House staff or Kitchen Team is not tolerated, and that evening in question you have misunderstood the conversation. I appreciate your comments and helpful suggestions on the service and Restaurant/ Bar structure and, again, I apologise for any misunderstanding on the evening and should you return to give us another try then please do let me know and we will certainly do our utmost to see you leave next time with the impression that we should wish and, which you would expect to take with you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.