We visited on the 4th of October after hearing lots of rav reviews about the pub.
Parking was a bit of a nightmare but added to the charm of the pub having to walk through the village with our mobiles as torches. We turned the corner and the pub looked amazing, we walked in and there was a real buzz about the place.
I asked how we go about getting a table and they said have a seat and the waitress will come over, all really friendly. When the menu came out we thought we had struck gold and would have ordered everything off the menu if we could have. The wine list was just as impressive.
We ordered, the mussels and squid to start followed by the lamb and gourmet burger. the service was relaxed which was great, gave us a chance to chat and enjoy the wine.
The starters came out and they were beautiful, my friend went as far to say as it was the best squid he had ever had, my mussels weren't dissimilar. After another relaxing wait the mains came out, they both looked amazing! however the burger was very over cooked, my friend ate the salad, 2 onion rings and 4 or 5 fries. we both tried one mouthful of the burger and both agreed it was over cooked. I gave him half of my lamb.
When the waitress came to clear the plates she didn't ask how we enjoyed our meals and we had to point out that one meal had not been eaten, to which she said she would inform the kitchen. There was no apology, this I can forgive as she was a young girl. No one came back to us, so when we asked for the bill we took a bet as to that meal being on the bill or not.
You guessed it it was on the bill. I called what seemed to be a supervisor over and explained that he hadn't eaten his main meal and she again with no apology took the bill away and said she would sort it. A little while went by and she brought the bill back.
Now this is where they failed to meet my expectations but first a little bit of personal back ground, I am a hotelier and have worked on the QE2 and been involved in top hotels and restaurants around the UK including Michelin stared restaurants. so I know a little bit about food, drink and service.
The supervisor informed me that the Chef had told her there is nothing wrong with the burger this is how they have to be cooked so people don't get ill. she then informed me that she would still have to charge us something for the meal as my friend ate some of it (2 onions rings and some salad) and if that wasn't enough then said we should have specified how he wanted the burger cooked. She then apologised for having to say all this to us and ran away as she was clearly VERY embarrassed having to deliver the chefs message which she clearly did not agree with.
Now if we should have specified then surely they should have asked, know the customers needs before they know them themselves.
To sum up, we had a fab meal in a fab venue with fab food, we felt that one dish didn't meet the same standards as the rest of the meal which can be forgiven as they clearly know how to cook. we would have left happy if only for an apology and the one dish removed from the bill and we would have happily recommended the Tower Inn. However due to the bad customer service of the chef this will not be the case.
Now I am excepting a very defensive management reply to this review based on the experience of the chef and reading the one bad review on here.
My review is not meant to be a negative one in fact we loved it there, I would just like the Management to take onboard that they cant get it right every time and when they do make a mistake to put their hand up apologies and make a goodwill gesture.
we left a nice tip and apologised to the supervisor for putting her in that position and left. the sad thing is we talked about the negative attitude of the chef all the way home instead of what a great time we had had.
We will try it again and hopefully Chef wont be as far up himself as use to be the norm with chefs.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.