Always had a great time previously at the Cardiff venue, but so bad yesterday for my 40th and put off for life.... Firstly we waited almost 40 minutes for our initial drinks order which apparantly went to the wrong table. This was a little frustrating as people were being served at the bar way quicker and there is a service fee you pay for here. This is despite being told by staff its way faster than being served at the bar. Not the end of the world we move on. However, we also experienced delays with our food. Toward the backend of our booking, I enquired about it, and a staff member responded with, "Oh okay, now you have requested it, we will start preparing it." Why not be proactive and check with us beforehand instead of waiting for us to chase it up? To add to this, the food was then sent to the wrong table which I understandably subtly and respectfully(!) expressed my dissatisfaction as a paying customer. However, instead of addressing the concerns professionally, a bouncer approached me in a very rude, challenging, and smug manner in front of my entire party as we were eating — completely ruining what should have been a memorable 40th birthday celebration. When I calmly explained that I had spent money as a paying customer and was entitled to respectfully express concerns , he dismissively replied, "It doesn't matter how much money you have." This response was unprofessional and unnecessary. There is a way to engage with customers to get a better understanding without seeming to want to escalate the situation unnecessarily. Basic communication skills and professionalism were sorely lacking. I appreciate the efforts of the staff who were working hard, but for future feedback it felt like a supervisor or team member could have checked in to ensure everything was running smoothly. This simple step could improve the overall customer experience and support the staff during busy times. Unfortunately, after this experience —especially due to the confrontational bouncer — I dont think we will be risking our money on future bookings here. Members of our party had planned various events and corporate gatherings at this venue, but this incident has made us reconsider. I get things can't always go perfectly, but I don't expect a bouncer to behave in that way. Next time, come over ask for a chat and let's be reasonable about it all, horrible arrogant little man!
Claim your business profile now and gain access to all features and respond to customer reviews.
