Me and my partner went here on a Friday night after hearing a number of good opinions from friends and family. I had to book a table for 19:45 instead of 20:00 as a result of being told that the restaurant was busy; no problem at all if that were true.
Lovely surroundings and was impressed at how nice it looked on the outside and in. Now, this was our fist time here and the staff welcomed us with a smile and informed us that we could have a drink in the bar area first or sit straight away; deciding to go through to the restaurant as we was hungry and the food that was coming out smelt good we were greeted with beautiful decor, candle lit tables. Really Nice.
The waitress that we had (sorry can not remember the name - served table 22) was very professional and helpful without being intrusive. She came to take our drink order after five minutes of being sat and recommended a red wine for us to share. We ordered starters there and then too, which I have to say were absolutely gorgeous (Pink peppercorn squid and the Pint of prawns). We were very impressed with the presentation, the taste, everything and was so excited for the Mains. Well.... dissapointed is all I can say!!!
I opted for the fillet steak £25 (knowing I had chose probably the most expensive thing on the menu) and ordered a side of Veg and chips to go with it (each cost £3), no problem there. My partner ordered the Fish of the day (Sea Bass) £18, was not fussed with the price we was paying at all. That was until the food came out. Again, presented nicely and looked amazing, although this time when I had a mouthful of my food I did not feel as satisfied as I did when I took a mouthful of our starters; mainly for the pure fact the food was freezing cold. I thought it was just me so when my partner had a mouthful and nearly spat it out I knew it had to be sent back.
We called over a member of staff (not our waitress) that was walking past to inform them to which she replied "oh ok, sorry" before taking my plate and walking off. Ok, she said sorry but I was not asked whether I wanted a replacement or to choose a different meal nor was I informed of what was being done about it. I just sat there, whilst my partner waited for my food to come back before he ate his, looking like a Numpty. Now, assuming she was a manager or supervisor (uniform being different to that of the other waitress') I has expected a lot more professionalism in the customer service area. I was not happy at all and asked to speak to the 'actual manager'. Manager being very apologetic, friendly and agreeing with the fact we should have been kept informed, offered us a drink in the bar after our meal. Fine. Partners meal, came out hot and looked amazing and even tasted amazing; although a bit of a small portion for the price. Desert was gorgeous. We took our bill into the bar and ordered a Irish coffee and a Mangers and as you can guess they had tried to charge us for them.
I am not the type of person who will go to a restaurant and try to get discount from the bill nor am I the type of person who will go to a restaurant and pay ridiculous prices for something that comes out cold and inadequate. Along with the muck up with the meal and the memeber of staff with an attitude problem I can honestly say we will find it hard to return. Like I said, our waitress was lovely and you should give her alot of praise for coping well with a complaint and maybe re-train your "manager/supervisor" in customer service, friendliness and how to deal with a complaint; not make your customer feel almost un-welcome and like she has just asked you to run to the other side of the country for a new steak. If the steak had come out the way it should, you would not have to deal with complaints.
All in all, you have got yourself a non-returning customer.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.