After reading all of the glowing reviews for this restaurant, I booked a table for my partner and myself for after the theatre last evening. HUGE mistake. What could have been a wonderful dining experience was marred by ugly shenanigans by a staff nearing the end of their shift, and obviously irritable, grumpy with one another, and unable--or unwilling--to keep their personal problems amongst themselves. We had to assume that they simply did not care that the completely silent atmosphere in the restaurant was disrupted by the loud altercation between our server and someone out of sight in the kitchen, with the manager merely shushing them. We were the last guests, and were told that they do not play any kind of music there when we tried to subtly hint that the noise was disturbing by asking if they play music in the restaurant.
Reading over some of the online negative reviews written by other guests in recent months, it became obvious, and you can check them yourself if it interests you, that a sampling points to complaints where the common denominators seem to be PEOPLE WITH PARTNERS (diners GARVTS and NLOUS11), LATE NIGHT DINERS, and SERVICE/MANAGEMENT. It certainly made us wonder if they have a problem with gay diners in particular, and possibly that they're irritated with people who book make late bookings. As I tried to explain to the manager, who could not have been more interested in defending his staff's inexcusable behavior, they should not take reservations past the point at which they are willing to provide a positive dining experience. It should be noted that we arrived EARLY for the evening's next-to-the-last available reservation, made weeks in advance, and that the restaurant IS in the theatre district after all, even noting post-theatre dining on their website.
Too bad about the whole debacle, as we had enjoyed the food so much that, half-way through the meal, while there were still other diners present, we had discussed returning before our London stay ends in two weeks. Their obvious lack of respect for people still eating in the dining room once we were the only table still seated, coupled with a response that showed no sign of taking any kind of responsibility for our uncomfortable and unpleasant experience, really left a bad taste in our mouths. This is just no way to treat guests supporting a business--when the service goes out the window, the rest of the meal is really just a wash imho...
I AM happy to say that it does not appear, given the handful of other restaurants that we've visited thus far, that we will be lacking in options for dining where the staff and management view customer comfort and satisfaction as paramount objectives. read more