The Horniman at Hays, Southwark

Me and my partner visited this pub as it was the pub we had our first date in a year ago. Generally the pub was busy, being a warm day all the outside seating was taken, so we decided to sit upstairs in the mezzanine area. Unfortunately, as we found out after taking a seat by a window, we could not sit there without ordering food.

After asking for a reason why to several staff members, I was finally pointed towards the manager who would explain it. Needless to say, I got the same stock reply, ' it's a restaurant '. When I challenged her on this and asked what pub chain ran them, she became very aggressive, stating that I had had a bad day and I shouldn't be rude to her. When I mentioned the reason why we sat there was that there where no seats downstairs available, she took a look around the pub, pointed to a table near the toilet door and sneered that there was one there.

Shocking service from someone who is supposed to be the manager. A little bit more of an explanation, such as the fact they offer full table service in this area opposed to ordering at the bar and the fact that there should have been a member of staff at the head of the stairs to explain this would have been all it needed.

Other negatives where half the beers not working, but I was ordering Bulmers fortunately and one half the bar closed due to refrigeration issues.

On a positive note towards M&B pubs, after putting in this complaint I have had a phone call from one of their regional managers and have been offered a meal to make up for the poor service.

Shame as the pub is a nice little place that just needs a decent management team to sort it out.

30 Jul 2010 12:49