The two stars are entirely for the food and drink. I would have given those four stars if it wasn't for the attitude of the staff. My goulash was lovely and the cappuccino was the nicest I've had in the Czech Republic so far.
The staff just weren't very good. First, we waited a long time to be served- we got there mid-afternoon and the restaurant wasn't even that busy. Then, the waiter asked for just a drinks order without waiting to see if we were ready for food- we were as we had already been waiting quite a while. Then after ordering water, no water was brought. When we asked again the waiter reacted like it had been forgotten, still took quite a while to bring us water and offered no apology when they brought it. We were confused at the water they had brought us as it seemed different to what other people had on their tables but I was very thirsty (apart from being a hot day it was a bit airless in the restaurant) so I was just pleased to have it.
In the menu there was an explanation of how the restaurant came about, the story behind the name etc. It made it sound like a very special place. However the staff didn't give the impression of caring very much. There was no attempt to do anything that would make us enjoy our meal more. For example I was confused about one of the beers and the waiter didn't really explain about it- I am a beer enthusiast and just a little bit of enthusiasm on his part would have been nice. Or, I was only asked about whether my food was good once I had finished it- no one checked while we were actually eating. In a local pub, this would be understandable- but in a place like this with a good reputation and seemingly aspiring to give high standards of service, it isn't.
The real problem came when we got to the bill and I found that the water we had been given was much more expensive than the water I had wanted to order. Despite the menu being in English- that part of the drinks menu was in Czech. I explained that we had just wanted the same water that was on everyone else's table. The waiter said we had asked for the wrong thing- I had asked for a big bottle of still water and what I should actually have asked for if I wanted the cheaper version was a 'carafe' of water. As the words for the water were in Czech and it was obvious why the mistake could have been made- also as we were only talking about a small amount of money and as we were already paying for 2 mains, 2 beers and a coffee as well as the water I thought as a goodwill gesture that they could have charged us for the water that we had actually wanted. Not only did the waiter refuse to change the bill but he was generally rude and unhelpful about the whole situation and seemed to think it was entirely our fault.
I refused to leave a tip considering the level of the service. When we left the staff were sarcastic with us and made our visit feel like it had ended on a bad note.
Reading the response of the management to some of the reviews on here I can see why not everyone enjoys their visit. The majority of management responses, rather than just taking responsibility- question whether someone has been to their restaurant; question what the customer is saying, give excuses like 'we had a busy, long day' so of course we might not be so friendly; or say things like ' But anyway, according to your other reviews you haven't been satisfied in a single place you visited so I don't feel that bad after all' and perhaps my favourite in response to a bad lunch review 'Lunch menu is mostly for local people'!
In my own case anyone can see that I write a range of ratings- both good and bad for places depending on my experience- and that I have written a great many positive reviews. This one= definitely bad, so please make your own conclusions about whether you'd like to go.
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