Vanessa C.
Yelp
I am deeply disappointed with my experience at Oblix at The Shard on July 23, 2024. My party and I were denied entry upon arrival due to my attire, specifically my pants and shoes. This was puzzling as I had dined at the same restaurant the night before, wearing the same attire without any issue.
I requested that the host provide the dress code in writing, but he could not produce any official documentation. He was unable to find relevant information on the Oblix website and instead used his phone to show me a Google search page summarizing a blog entry from "Great British Chefs." He claimed that the Oblix website details a dress code when making a reservation, but since my reservation was made through my hotel's concierge, who did not mention any dress code issues, this argument was irrelevant. Furthermore, the host refused to provide his name. Upon arriving back at my hotel, I attempted to find the dress code on the Oblix website myself but there was no relevant information available.
After hearing my conversation with the host, a staff member who had been working the previous day approached me. He acknowledged that he had seen me enter the previous evening without issue. However, he indicated that he was not in a position to speak up. When I engaged in conversation with this staff member and referred to him as a colleague of the host, the host was visibly unhappy. He interrupted me, stating that he was the host and had all the authority to make decisions, so I should not be speaking to a different staff member.
The host's demeanor was notably hostile and condescending, prompting me to request a meeting with the manager. Unfortunately, Assistant Manager Matt Roscoe's response was similarly rude and condescending. He indicated that he only had an issue with my shoes, further highlighting the inconsistency in the enforcement of the dress code. When I pointed out that my attire had not been a problem the night before, Mr. Roscoe attributed the discrepancy to the junior status of the previous evening's staff. However, the junior status of the staff is not relevant to the enforcement of the dress code. The responsibility for training staff on your restaurant's guidelines does not fall on me. l acted in accordance with the guidance I received from my prior visit and the hotel concierge. Mr. Roscoe also suggested that the time of day might have affected the dress code enforcement, which I corrected since I had also visited at dinner time the previous day. Furthermore, when I requested the host's name, Mr. Roscoe refused to provide it, which only added to my concerns about the transparency and professionalism of the staff.
The conflicting explanations from the host and the assistant manager, and the lack of clear dress code guidelines, left my party and me feeling unfairly treated. This feeling of mistreatment was further amplified by the rude and condescending manner in which both the host and the assistant manager addressed us. Such unacceptable and unprofessional conduct from the staff is not what I expected from a restaurant of this caliber.
I urge Oblix to implement comprehensive staff training to address the evident inconsistencies in dress code enforcement and to ensure that all guests receive consistent and respectful treatment.
At the time of uploading this review, I have already contacted Oblix regarding this incident and have heard back from Managing Director Judith Biel. My party and I were offered a complimentary bottle of champagne as a token of apology, but I declined because we are not comfortable returning to Oblix after our negative experience, which left us with a deeply negative impression of the restaurant's service. I requested Ms. Biel to keep me updated on the internal review on the host and Assistant Manager Matt Roscoe, but unfortunately my request was declined. I believe both the host and the assistant manager should be held accountable for their behavior to prevent similar incidents in the future.
I hope sharing my experience will inform future guests and encourage Oblix to uphold the high standards expected of a restaurant of its caliber. As a Chinese woman, I cannot see myself visiting this restaurant again.