I’ve celebrated New Year's Eve at this establishment for the last decade. However, last night we encountered significant delays, seemingly due to insufficient staffing. We observed other patrons leaving mid-meal, while many voiced their frustrations about the long waits. One group even took their dessert wrapped in cling film. Despite paying a premium price for standard offerings, we waited 25 minutes just for a glass of water before our orders were taken. When the main courses finally arrived, they appeared to have been sitting in a warming tray for too long, resulting in dried-out food. The pre-meal snacks, which were part of the special menu, were served alongside our starters, and we didn’t receive a wine list until after we had finished our starters. I must commend our waitress, who handled the situation exceptionally well and remained professional despite the challenges. She faced several customers refusing to pay the service charge for issues beyond her control. As guests left, there were not enough staff to clear tables, leaving us amidst dirty plates and cutlery, which certainly diminished the festive atmosphere and hindered the restaurant's ability to welcome new customers. I’m very disappointed after past experiences, and as a regular patron of this chain, I need to reconsider my loyalty.
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