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🤮 1/5 - Terrible treatment, service and food
By 👻 @Restaurant c, 03/23/2023 3:00 am
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I had dinner here on 18 March 2023, I am extremely disappointed and provide the following feedback which I will be putting on social media and have advised all of my friends and collegues. The waiter: Did not understand the menu I asked what was gluten free and dairy free and he told me to scan the app on my phone. I said that I did not want to do that and would prefer for them to tell me. They refused and told me that i needed to do it. As an experience that is meant to be 'on a grand and glorious scale' I would expect that the waiter would know the basics and provide recommendations. We felt rushed and they waiter was very rude. He returned and said 'have you decided' i said i needed assistance - he was of no help. They took my order and i was uncomfortable. They did not ask if we wanted a drink, took the drinks menu and then threw it down for us to decide. I then asked to speak to the manager, explained the issue and explained that i did not want that waiter to assist us. This was ignorned and I still had the same waiter. We were not even provided with say an apology or a complimentary drink. The food arrived, and i asked what was in the source and he said it had soy in it. - which i specifically asked for confirmation that there was no gluten in my order. Also i ordered the steak but didn't receive a steak knife. When another waitress came to clear the table, she dropped a napkin in my water, perfectly fine however they advised that they would get me another glass - at least 10 minutes later i did not receive a fresh glass and had to ask for one. We were rushed to finish our dinner, i did not even finish it and was moved to the bar area. There were no chairs, the waiter said he would get chairs for us. I saw this same waiter walking around, and could see they had forgotten. I asked another waiter - who said 'we don't provide chairs on a saturday night'. This was an inconsistent message with what i had received earlier. Furthermore it does not cater for people who may have a disability - which is not always obvious. I then proceeded to go to the ladies bathroom. There was not one toilet roll in any toilet. The women were forced to use the napkins (usually used to wipe your hands) in the bathroom. These would inevitably cause the toilets to block. I advised staff of this and my friend went to use the bathroom a little while later and there were still no toilet rolls. When i left, i went to get my coat - the lady threw it at me whilst she was talking to the other colleagues at the reception area - of which there were approximately 5 people (from memory) - they were discussing various personal/gossip related issues. It was very unsettling and in my view unprofessional. Summary: In summary this is one of the worst experiences I have ever had. The table was set for 2 hours - however to provide the breathtaking experience that you so claim - 2 hours being rushed is insufficient. It fails the basic standards of a restaurant experience, of which we went there to celebrate my friend's birthday that night. It was not a breath-taking feast for the senses, we did not feel moved or immersed in another world - we felt rushed and were treated like dirt. It was not grand or glorious and we didn't feel that we were indulging in life's richness. i've tried to provide feedback in the contact section, however it would barely allow me to write a few lines and there's no phone number or email . Further to this review above: I received a phone call in response from Clinton Barry - Guest Relations manager of the restaurant which I can see is linked to the Ivy Collection chain of restaurants which appears to be owned by British Businessman Richard Caring. Clinton phoned me on 23 March to discuss my experience. The phone call was not pleasant. My perception of his tone was that it was ‘bullying’ and ‘threatening’. He went through each piece of feedback and rather than letting me express my opinion, his attempt was to ‘defend’ the restaurant - which is the correct thing to do, however - he wanted to defend each point suggesting that ‘i was incorrect’. I fail to understand how if Clinton was not present at dinner with me that night how Clinton is able to speak to the factual circumstances of what happened. Specifically Clinton made the following points and said the following in their own words addressing each specific point: That the waiter ‘could not be expected to know every single allergy on the menu’ and that ‘i refused to look at the QR’ code. If Clinton was not present at dinner with me, I am unsure as to how Clinton could know whether I refused to look at the QR code or not. That comment does not make sense. Furthermore, it is exceptionally rude and I felt bullied and intimidated by these comments. The point is, the waiter was rude and did not want to engage in offering me a grand and glorious experience - like the kind that is claimed to be offered on the restaurant’s website. Clinton mentioned that the waiter cannot be expected to remember everything on the menu. I disagree. With a restaurant of this alleged calibre, the waiter should know or at least make the guest feel like - ‘they will find out’. Regarding my point that the table was booked for a 2 hour period, Clinton in summary said in a condescending tone - ‘I don’t know how long you think you’ve lived in London - but this is the standard across all busy London restaurants’. My point was not necessarily about the 2 hour slot, the point is that I felt rushed and did not receive the breathtaking grand experience I was hoping for. Furthermore, I perceive that this is discriminatory towards me. Suggesting that I was not from London. Clinton is discriminating against me against what Clinton perceives I sound like over the phone. Based on the response from Clinton, he has made a negative judgment about my accent. I ordered the steak and Clinton said in a condescending tone, ‘there would not have been soy in the steak we are not an asian restaurant’. With respect, I was very clear about what type of restaurant this was and that is was i originally booked it. I was told that there was soy in the sauce and it was taken away immediately when the waiter noticed, however i had to ask - this could have resulted in me potentially ending up in a hospital due to allergy issues. Thankfully i took it upon myself to confirm for a third time. Clinton mentioned that ‘i did not need a steak knife because the meat is tender enough to cut through’. With respect Clinton was not there sharing my steak with me so I am unsure as to how Clinton can give a view about something they did not see. I made the point that - my hand was sore after cutting the meat without a steak knife. My perception is that Clinton did not understand my point regarding moving to the Bar area. I made the point in my post above that when we were moved to the Bar we were told by the staff member - ‘I will get you chairs’. As stated, we did not have chairs and had to ask for the Chairs. We were then told that as it was a saturday night, chairs would not be provided. Well the point is - it is incorrect to offer it then not provide it. As stated, this does not cater for someone who may have a disability that is not visible. I made it clear that I could see that the staff member who took us to the bar had forgotten as I went up to him to address the point and he was surprised. Clinton said ‘he wouldn’t have forgotten’. I fail to understand how Clinton can comment on the state of mind of someone he was not there to see, if at all. Clinton did not address any of the other points. Summary Clinton said, ‘What do you want out of this?’ I replied, it is feedback to try and resolve the systemic issues and a refund for my dinner. As I do not want to go back to Banchalina after the treatment I received and the related issues outlined above. Clinton said, ‘i can’t do that’. I did not receive an apology, the theme of the phone call was to ‘attack’ me and ‘defend’ the restaurant and Clinton was not actively listening or from my view - taking the points on board. In fact, i feel even worse after the phone call, in particular being discriminated against. Clinton did say, ‘If I choose to come back I will be welcomed with open arms’. Given the factual circumstances outlined above, I do not feel confident that a plan of action would be put in place to enable things to change and for me to have a positive experience that is claimed on the website for Bacchanalia. It is clear to my mind that Clinton wanted to engage in an argument and wanted to complete a ‘tick box’ exercise to respond to me and quickly end the phone call. That is my view. I would encourage others not to eat at this restaurant. You will be disappointed not only with the food but with the staff.
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