For the attention of Joanna, General Manager
I thought I should write to you regarding our experience on Mother’s day, I do not like posting bad reviews on trip advisor before giving the restaurant a chance to reply first, but you have given me no option.
Firstly I got the usual phone call asking me to confirm our table (Thursday), then again another one on Saturday!
When we arrived at the restaurant promptly for 1.30 pm we informed the waiter of our arrival and we were told the table wasn’t ready, and just left to stand. We made our way to the central island, perhaps we could have been directed to the bar or given menus. We waited another fifteen minutes when the waiter appeared and said the table was ready, he then disappeared so we found the only empty table - very faulty towers esq! The waiter didn't take our drinks to the table, which is unprofessional.
We were asked after 30 seconds if we were ready to order, obviously we were not but we asked to order wine and water. I asked for Ice and lemon three times for the water. The starter arrived, my ravioli was horrendous the sauce was inedible as it was so salty, I sent it back, when a new one eventually came out (slightly undercooked) it was covered in cream. At this stage of the meal I didn’t want to complain again as my other family members had finished their starters.
At the stage the restaurant did in fact turn into Faulty Towers. A waiter rushed passed shouting “Three very bad words” - not appropriate, irrelevant to the restaurant having younger customers. One went passed singling very loudly, then another proceeded to lift a chair over the heads of my husband and son.
The main courses were awful, my daughter and I ordered the lobster and steak, medium, it came out rare, so we sent it back, ten minutes later it came out again, the lobster obviously the same as it was cold, the steak was blue, and not fillet, inedible. The waiter we had was very apologetic, my husband and son had finished their meals and I was no longer hungry, but my daughter, who had come from university for the day was, so we asked for just a plain fillet, which arrived with two side plates, very strange, the spinach was left from the previous meal so was cold, we asked for béarnaise sauce, but just Luke warm cream came out.
Then when we tried to ask for the bill, a waiter appeared and put down small pieces of cake in the middle without an explanation, I don’t eat cake!
It was the worst experience we have ever had in a restaurant. We visit many of the restaurants in the San Carlo group, in fact I was there yesterday in Selfridges, Manchester and never had such an experience.
I look forward to receiving a reply.
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