My 17-year-old son and I were visiting England for the first time and chose Bella Italia near Paddington Station because they offered many gluten-free options. Unfortunately, what should have been a pleasant evening turned into a very disappointing experience.The food itself was good and the atmosphere was acceptable. However, we were seated right next to a door where both guests and staff constantly passed through — despite the restaurant not being full. From the moment we sat down, we felt rushed. We were asked to order almost immediately, before we had even had time to properly look at the menu.I asked what was gluten-free, and we were told to scan a QR code to access the gluten-free menu. The link never worked. I then asked the staff to explain the menu so I could understand what I was able to eat. Instead of helpful guidance, we received vague answers. When I asked why the risotto was not gluten-free, I was told it contained a “special rice” that was not gluten-free — which was confusing and poorly explained. That said, I do appreciate that they did not claim something was safe if they were not 100% certain.We ordered several small plates and main courses and specifically asked for everything to be served at the same time. They agreed — but that did not happen. We also ordered drinks that never arrived and had to remind them. No one checked on us. No one asked if we wanted more drinks. Instead, staff came to clear plates that we had not even finished. Not a single smile. No sense of hospitality or service.When they finally brought the bill, we had actually planned to order dessert. But by then, the experience had already been overshadowed by the lack of service and basic attentiveness.If we had received even minimal attention, a smile, or any sense that they valued us as guests, we would happily have stayed longer and ordered more food and drinks. Instead, we left feeling rushed, unwelcome, and that the experience was not worth the money.It felt like the priority was turning tables quickly rather than providing a good dining experience.Very disappointing. What should have been a lovely evening was completely ruined.
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