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Me and my partner attended for a date night. We arrived around 10:30pm. Upon arrival we was greeted by Sophie who was very smiley and helpful. Made the experience pleasant from the start.
We then got our lane and wanted to order drinks online, however the online service was unavailable., so we went to the bar, and was then informed to order from the gentleman with the iPad, Masoud I believe his name was. I completely understand that he is swarmed with orders and it was not his fault. We pressed the service bell and was waiting a while so I went to the bar because I was feeling unwell due to low blood sugar and needed something. When I explained this to both James and Masoud they were quick to act and gave me a sugary drink which really helped. I then went back to my lane and after a few minutes Masoud followed to take our order and was very apologetic. I told him we are aware it is not his fault and he has nothing to apologise for.
Our drinks came shortly after. One thing I did notice is that whilst everyone else was running around, sweating and working their backsides off, there was one lady who appeared to be standing behind the bar doing nothing, I didn’t catch her name but I can say she was wearing all black and a headscarf.
It is really disappointing to see because Sophie, James and Masoud are all working really hard on a busy night, and to top this off they turn the air conditioning off at 9pm and it is very very hot in this building and makes it harder to enjoy your evening here.
Other than this the atmosphere is great and it was a fun night for us. I never have issues here.
Sophie, Masoud and James really deserve recognition here. They are really strong assets to the team and you should be grateful to have them working here!!
As previously mentioned, I cannot blame the staff for any of this, they were understaffed at this time and it was very busy. The staffing was the main issue I found. And everything was resolved as soon as they could and they tried their very best. Everything was still great!
Also I would like to point out the Blue Light discount, on the app on T’s&C’s, it states that the 10% discount could be used all day Monday-Thursday and up until 6pm on a Friday, however, when we arrived we were informed we cannot use it after 5pm. I am aware it is for online, but they did say they accept it at the till and I am not sure if the website crashed when I was trying to book but it kept buffering on the payment details page and wouldn’t even let me insert my payment details.
Attached photo of T’s&C’s