The City Pavilion

The City Pavilion, Romford: Tickets, Tours, Hours, Address, The City Pavilion Reviews: 3/5

The City Pavilion
3
11:00 AM - 10:00 PM
Monday
11:00 AM - 10:00 PM
Tuesday
11:00 AM - 10:00 PM
Wednesday
11:00 AM - 10:00 PM
Thursday
11:00 AM - 10:00 PM
Friday
11:00 AM - 11:00 PM
Saturday
11:00 AM - 11:00 PM
Sunday
11:00 AM - 10:00 PM
About
The City Pavilion houses 7 function rooms, 5 bars, 2 restaurants and one of the U.K's foremost Bowling centre famous for Ten pin bowling. Entertainment on site, Arcades with machines for all age groups, pool tables, Brilliant Kids Birthday parties, Corporate functions, team building packages with adult parties, lanes for private hire including Panna's Indian/ Asian cuisine Restaurant with a buffet on weekends, The Manhattan Suite and The Millennium Suite.
Suggested duration
2-3 hours
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3.0
144 reviews
Excellent
53
Very good
21
Average
16
Poor
11
Terrible
43

Ifzal K
United Kingdom1 contribution
Wedding ceremony
Dec 2021 • Couples
Had my sons wedding ceremony here,great service and brilliant food!thanks to Piyush and anila.would definitely recommend.
Written December 5, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Niti J
1 contribution
Our wedding experience
Oct 2021 • Family
My husband and I hosted our civil wedding last year here in January, and our Indian wedding this year in October. The team here have been amazing in organising both our events especially to name a few people, Nishant & Piyush on our big days.

The service was fab, the buffet meals were incredible, our families were raving about how delicious the food was.
They’re bowling alley downstairs is great for date nights, this venue has always been our go to place and we’re so honoured to have our wedding here.

Thank you to everyone here for making our life events so beautiful and seamless.

Kind Regards,
Niti & Sumeet
Written October 27, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Aimee
2 contributions
Excellent customer service
Oct 2021 • Family
Visited the city pavilion on Saturday with my family on a busy Saturday and was super impressed with the customer service I received from a gentleman called Gary, he went above and beyond for us and was extremely friendly. He’s an asset to the team and we will be visiting again soon!
Written October 18, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear Amileelaw, We would like to take this opportunity to thank you for your recent visit and for having taken your precious time to write this fabulous review online. Gary and the whole Team, are thrilled to see that they have been able to deliver such results on this visit, this will be shared and celebrated with Gary and the Team. We look forward to welcoming you and your family and friends for more similar experiences. Warm regards Alfred Bowling General Manager
Written November 26, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Hasan R
1 contribution
Fantastic wedding experience
Aug 2021 • Couples
Had my wedding at the city pavilion and the experience was fantastic. Dealt with a gentlemen called Piyush all the way throughout from booking to wedding who met all of our needs our whole wedding experience. The food options we got were a wide variety and we were able to taste and choose what we wanted for our wedding - all guests enjoyed the food. The place has been renovated so looks wise has certainly improved 10/10 for me.
Written August 16, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Rick
1 contribution
WARNING!. DO NO T BOOK THIS VENUE FOR YOUR WEDDING RECEPTION!
Nov 2020
Money grabbing thieving cowboy business operating illegally. Refusing to refund our deposit which we are legally entitled due to our booking being cancelled due to government national lockdown. THEY OWE US A REFUND OF £1775 BY LAW AND HAVE REFUSED TO PAY. The venue has been reported to the Financial Ombudsman, The Competition and Markets Authority and Trading Standards. Further legal action will be taken if the venue still refuses to pay.

In April 2019 we visited City Pavilion as a potential wedding reception venue. I was slightly reluctant to book this venue due to the mixed reviews; there are a lot of bad reviews of this venue online and on their own facebook page. However as relatives had used this venue before for their own wedding functions one of which we attended not long before we decided go ahead and book this venue. What a mistake this was.

A deposit of £1775 in total was paid to City Pavilion to secure our booking.

In April 2019 we met with the events manager at the time Rami who was very helpful and thorough when placing our booking, and continued to be helpful over the subsequent months. Our wedding date was booked for 30th May 2020. Fast forward to March 2020 and our booking had to be cancelled due to the first national lockdown due to Coronavirus. We rebooked for 7th November 2020.

After rebooking for 7th November 2020 with Rami, she subsequently left the business and was replaced by Nishant Agarwal as our events manager contact. This is when the problems started.

We contacted the venue at the beginning of August 2020 to book a visit to discuss down scaling the size of our booking due to the pandemic. This is when we were made aware that Rami had left the business and that we would now be dealing with Nishant.

We visited the venue on Sunday 9th August to discuss reducing the size of our booking from the 250 capacity room we’d booked to the smaller 80 max capacity room as realistically we expected to have to significantly cut down our guest numbers due to the pandemic. Upon meeting Nishant for the first time I immediately had the feeling from his character that he's going to be a nightmare to deal with. Initially he was insistent that we should not change our booking and stay booked with the 250 capacity room, with his delusional opinion that things will be fine in time for our booking. After having to be insistent that we needed to downscale and that keeping the 250 room booking was unrealistic, he eventually viewed us the smaller capacity room and agreed to transfer our booking to the smaller room. A new price of £40 per head for up to 80 guests was quoted and agreed by Nishant, and confirmed our deposits.

On Monday 14th September the government issues new guidelines which restricted gatherings of more than 6 people per table which would impact the numbers for our booking, and that weddings would be restricted to 30 guests. From this date on we contacted Nishant on multiple occasions requesting a set plan from him for our booking based on the government guidelines and restrictions stating that realistically the restrictions will not be uplifted in time for our booking in November. Nishant refused, requesting us time and time again to wait until closer to our booking date still persistent with is delusional view that restrictions will somehow be lifted in 2 months’ time.

Eventually after some persistence from me, Nishant agreed the numbers would be restricted to less than we originally planned. He advised that it would be better for him to place us in the venue’s on site restaurant (Panna’s Restaurant) and could accommodate 6 individual distanced tables of 6 people, and stated we could still use the 80 capacity room just for wedding photos. At this point Nishant was fully aware that the cost would come down to £1440 (£40 per head x 36 guests), and that we had already paid £1775 in deposits. However we didn’t expect a refund of the difference and were happy to still pay the £1775 (which was already paid).

At the same time, in April 2020 the venue decided to use the first national lockdown as an appropriate time to do a full refurbishment of their venue with extensive work being done to the building. This was a rather big worry for us considering a national lockdown had already started and that many industries had been closed down. However we were promised on multiple occasions between April and September that the refurbishment and construction work would be completed by the end of October well in time for our booking on 7th November.

However, during our subsequent visits it had been increasingly concerning that the refurbishment would not be finished in time. 6 months later during our visit on Sunday 25th October it was very clear the construction was not even close to completion. 11 days prior to our booking date we were informed that flooring in the stairwells would not be complete, the reception area would not be complete, the exterior entrance area would still be sectioned and fenced off where construction work would still be taking place, and even flooring in areas of the restaurant where we would be located would be taken up. The room we'd booked was upstairs and the venue expected our guests to walk through what was basically a construction site.

Given all the other issues we’d had all year in relation to the wedding such as our initial wedding date being cancelled due to Covid, having to move the wedding date and all the associated headache involved, and then further restrictions to our new date forbidding us from having the wedding we’d planned for, seeing the venue would not be finished was another problem we did not need.
Then, to add insult to injury, later that day (11 days prior to the booking date) Nishant sends me a text message that the booking cost will now be £3000 for 36 people! That’s now just over £83 per head which is more than double what was previously quoted and agreed. Originally when we booked the 250 capacity room back in 2019 we were quoted £3500 for 250 guests, so how can it now cost £3000 has for 36 guests? A heated phone conversation was held with Nishant and he refused to correct this and saw absolutely no problem with it. A further phone conversation was held between me, Nishant and his general manager Piyush Srivastava who also saw no problem with it. This was blatantly an attempt to charge us more due to the pandemic.

Due to bad luck (or good luck), our wedding was subsequently cancelled again due to another government lockdown which started on 7th November 2020 (announced on 31st October 2020) 2 days prior to our booking date. Therefore by law our wedding reception booking could not go ahead.

After our wedding now being cancelled for the 2nd time, and all the serious problems we’d had with this venue and its management, we decided we would cancel our booking with the venue and obtain a refund of our deposits. As per government guidance and the statement of the CMA’s (Competition & Markets Authority) position on cancellations and refunds of wedding reception bookings due to Covid 19, we are fully entitled to a full refund of our deposits and you are obliged by law to honour our request.

Nishant was informed by phone that we wish to cancel our booking and request a refund of our deposit, to which he point blank refused and stated there would be no refund. Nishant was informed of the law regarding refunds due to lockdown wedding cancellations and simply responded with a “don’t care” attitude. He was informed if the venue fails to refund us then this would be taken further and legal action would be taken, to which he replied “go ahead” with the same careless attitude.

On 6th November 2020 a 3 page letter was sent via email to Nishant and Piyush requesting a refund of our deposit due to our booking being cancelled due to lockdown restrictions. The law and government guidance from the CMA (directly from the government website) was included in the letter clarifying our legal right to a refund. The letter was ignore – no response received.

A further letter was sent via email to Nishant and Piyush on 18th January 2021 requesting a Letter of Deadlock from the Venue so that I may refer this matter to the Financial Ombudsman. The letter stated that if they failed to respond within 14 days, I shall assume that the venue is in agreement that this case has reached deadlock and I shall refer my complaint to the ombudsman without further reference to you. Again the letter was ignored and no response was received.

Therefore, City Pavilion has now been reported to the Financial Ombudsman, Trading Standards and The Competition and Markets Authority. If there is still no satisfactory outcome, a claim will be submitted via small claims court to obtain our refund.

DO NOT BOOK WITH THIS VENUE! If you are already booked with this venue and have had your wedding cancelled due to lockdowns, I would strongly suggest you consider cancelling your booking for a refund whilst you are legally entitled to it. As this venue will do anything to take your money and then keep hold of it!
Written February 9, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

LNewbold
1 contribution
Good customer service
Sep 2020
Visited Rollerbowl with my son and booked and paid for the bowling online. As my son has a disabilty the concessionary rate applies . Gary kindly gave him two complimentary games to make up for the overpayment. Thanks for your help Gary, great customer service.
Written September 17, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear LNewbold108, Thank you for having visited our venue and for having taken your precious time to share your feedback on Tripadvisor. I am glad to see that you have enjoyed your visit and Gary was able to assist you on this occasion. We look forward to playing host to you, your family and friends in the not too distant future. Wishing you all the best Warm Regards, Alfred Hasanaj Bowling General Manager Alfred@thecitypavilion.co.uk
Written September 30, 2020
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Talat M
12 contributions
Shopping
Dec 2019
Great shopping venue all under one roof
Many lovely restaurants and cafes
Quite pricy though but good quality
Written March 5, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear tfm60, Thank you for having visited our venue and for having taken your precious time to share this fabulous review on Tripadvisor. I am thrilled to see that you have enjoyed your visit and do welcome the feedback on the pricing although you have mentioned that you do did get value for money. We look forward to playing host to you, your family and friends in the not too distant future. Warm Regards, Alfred Hasanaj Bowling General Manager Alfred@thecitypavilion.co.uk
Written September 30, 2020
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Trail674629
1 contribution
18th Bday celebration
Feb 2020 • Family
After having consumed the food on Saturday 29th Feb, everyone went down violently with vomiting and diarrhoea, the service was not that great but the food came out looking very tasty and warm. Everyone ate quite well but were oblivious of what was coming...the Menu..was a mixture of fish, lamb curry, paneer,chick peas,rice, salad,chicken wings. It is a terrible shame of how it ended, I personally will never booked to eat there again after such disaster...some family members were unable to go to work, kids were off school and the baby was poorly too..this is on a grand scale so please make sure that you think well before booking to eat in Pana restaurant. An investigation in their food prep and handling of food is in question and should be raised as a matter of concern.
Written March 4, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Moorthy
5 contributions
Average
Feb 2020 • Family
Limited play area for kids
Staff are helpful need to repair 3 pool tables can improve more.
Will visit again.
Written February 13, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear Santhamoorthy S, Thank you for having visited Rollerbowl and for having taken your precious time to share this feedback on Tripadvisor following your recent visit at Rollerbowl housed within The City Pavilion. I am happy to see that you have found the staff to be helpful. Please accept my sincere apologies for the pool tables we have since fixed them. I am glad to see that you are willing to return back again at our venue.We look forward to playing host to you, your family and friends in the not too distant future. Warm Regards, Alfred Hasanaj Bowling General Manager Alfred@thecitypavilion.co.uk
Written February 14, 2020
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Diksha303
London, UK18 contributions
Great choice for vegetarians
Jan 2020
This is a place where you can do bowling and then eat together.
Quite reasonable prices and many choices for vegetarians. they do have non vegetaian food as well.Live bollywood music every Fridays
Written February 13, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear Diksha303, Thank you for having booked with us (Rollerbowl & Panna's Restaurant ) and for having taken your precious time to share this wonderful review on Tripadvisor following your recent visit at our venue housed within The City Pavilion. I am very happy to see that you have enjoyed both aspects of bowling and the vegetarian food we offer at Panna's Restaurant including the music offering. We look forward to playing host to you, your family and friends in the not too distant future. Warm Regards, Alfred Hasanaj Bowling General Manager Alfred@thecitypavilion.co.uk
Written February 13, 2020
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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