My partner and I had the misfortune to venture into this establishment on Sunday 2nd Sept, hoping to have a meal and a drink during our overnight stay at Heathrow. The pub was fairly quiet when we entered but we were told that we would have to wait 30 mins for food. This was not a problem so we ordered and sat down with our drinks. We did notice several other diners waiting for food but assumed they'd arrived around the same time as us. After about 30 mins our starter of loaded nachos arrived. Most of the nachos were broken but we ate it and looked forward to our main courses arriving. There seemed to be very few staff on that night and the barmaids were also waiting on tables. It appeared that the family of one of the staff was also in the pub and a great fuss was being made of a small child by both barmaids, even though the pub was starting to get busy.
A couple of other staff members had finished their shifts and promptly sat down with large meals even though diners were waiting to be served and the barmaids were not coping. Two couples were sitting near to us , the meals for one couple came out and then the other couple waited 30 minutes for theirs. When it came the man had to send his bread back as it was stale.
By now the pub was really filling up and people were told they would have to wait at least an hour for food. A large group of Chinese girls came in and were not sure what to order, the barmaid taking their order was very abrupt and patronising to them.
After an hour and a half our food had still not arrived and so we decided to ask for a refund and go elsewhere.
I have never received such poor service, the staff and management should be thoroughly ashamed of themselves
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 20, 2012
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.