My husband and I have been a few times and always had excellent food and service. We had a Travelzoo voucher for a 3 course meal for two so booked for Saturday 14th of September. The food was excellent and the service was great until the desserts. I ordered the sticky toffee pudding and was enjoying it when I felt a hair in my mouth!!! I informed the waitress who promptly said “well it’s not mine but I’ll tell the chef”. I was totally disgusted and disappointed as no-one came near us to apologize or offer any form of explanation. We decided to leave and asked for the bill at the bar. One waitress asked was everything good with our meal and I said “well to be honest no!!” And told her about the hair in my food!!! She said “Oh was that you....I thought it was another couple!!!”. I also told her we were offered no apology or explanation and she said we could come another time and use the voucher again to which we replied that we couldn’t as we were away until the end of September and the voucher had to be used by the end of September. The chef then said we could come for Sunday lunch which we couldn’t make either. So his answer was to walk away!! I explained we still hadn’t had any form of apology to which she then offered her apologies and offered to pay for our drinks we had with our meal!!! Firstly the apology had to be asked for instead of offered and the price of 4 drinks didn’t cut it with me as another diner behind us complained about the service and food and was offered 50% off his meal!!! To find a hair in food absolutely makes me sick and instead of looking forward to a great night out I felt so sick both my husband and myself just ended up getting a taxi home!!!! Totally disgusting and disappointed with the whole experience!!!!!
The Townhouse & Secret Garden – Chester