Review Time
From the start, the attitude of the staff was terrible and rude. It was my 61st birthday celebration with family in an empty venue. We ordered desserts and had to wait 30 minutes for cold food. The staff member was dismissive, which left a bad impression.
We had a Christmas party at a local venue, and I was initially skeptical due to last year's poor experience. However, this time it was worth it. Sixteen of us enjoyed delicious food that came out on time and hot, which was a pleasant surprise. The staff were welcoming and cheerful, although I wish they had name badges to recognize their hard work. The venue was beautifully decorated for the holidays, creating a festive atmosphere with a lovely fire. Overall, a fantastic experience!
The Bury St Edmunds location has been great in the past. However, two family gatherings recently were marred by extremely slow service (though the staff were pleasant). We waited so long that we missed out on desserts and coffee. Previous visits had quicker service with better-cooked and more abundant food. I understand times are tough, but there was no reason for my fish meal to be served cold on both occasions, and it was completely overcooked and dry the first time. Although I was refunded for my meal, valuable family time was lost. Everyone expressed disappointment with the food, as it used to be of a much higher standard.
We were not informed that we needed to order and pay for our food at the bar before sitting down, which was disappointing. As four older individuals, we felt let down after waiting for 10 minutes before realizing. Additionally, the table staff seemed unaware of their duties and were unhelpful. When we ordered, we were told some items were no longer available without prior notice. The food lacked flavor, and the pub had little atmosphere despite being half empty on a Sunday lunchtime. While the chairs and decor were nice, we won't be returning due to our overall disappointment.
I reserved a room for a family gathering at a venue for my 86-year-old mother. I didn't expect the function room to be upstairs, which was an issue for her. However, a staff member was fantastic and quickly arranged for us to gather downstairs. Her efforts were invaluable and ensured the day went smoothly; nothing was too much trouble for her. In my experience managing a large team, having someone like her is a rare find.
This is a general complaint regarding a local pub. I've been a customer for about 17 years and was generally satisfied with the service. However, since the permanent manager left over a year ago, the quality has significantly declined. There have been several temporary managers with no consistency. Often, the beer runs out due to poor ordering practices. The food is acceptable, but I've organized multiple gatherings for 12 people, and the staff has always been attentive. Unfortunately, the pub was nearly empty on my last visit, and there was only one ale available, which the manager assured would be fixed. I returned to find the same issue, and the kitchen was closed, leaving me without food.
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Ember Inns offer a modern take on the best of a traditional local pub. There's no better place to enjoy Cask Marque-certified real ales, fine wines and delicious classic pub food. Whether you want to eat at a family-friendly pub, relax with a pint a...
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