Gethin Nadin
Google
Fourth time eating here . Still really enjoyed it, but the service/policy needs attention. We had a 15 wait to just get drinks, had to ask for water multiple times, wasn't as friendly as previous times (perhaps due to the below).
Booked a table for 6 a month ago, one of our group was ill so only 5 turned up today. Despite paying £20 each deposit, they kept the £20 for the missing person - wouldn't even take it off the bill (even though 5 of us had drinks, starters, mains and snacks) costing almost £300. Restaurant wasn't even full for the entire time we were there, and there empty tables in front of me.
Understand the policy and why it's there and think it's have been different if a table of 6 booked and only 2 turned up (or not at all). But it felt unreasonable to keep £20 as a silly punishment.
Edit: Restaurant has since responded with a lengthy email, but they stand by their policy. Which as mentioned in the review I totally get why. I just feel there should be some flex, especially for returning customers where the exposure was low.
On reflection, I think my original review was slightly harsh so have edited it and improved the scores, but stand by the unfairness in how policy was implemented in this instance (which was raised in person at the time, and we still paid the full service charge - we didn't want staff to be out of pocket for a company policy).
Ultimately I have posted my feeling and have had a very long email from the restaurant and a response to this review. I'd ask - is this really worth £20 to you? If you weren't so gung-ho in your blanket approach to policy, this would have been a 5 star review as the other issues would have been less obvious with a bit of compassion.