"Our Christmas Menu to Apex Hotel London, The Lampery Restaurant at a fully pre paid cost of £180, was not submitted to the kitchen from the point of reservation which we had made with Charlotte, prior to our arrival at the hotel. On raising our first complaint with the waitress at The Lampery we were advised Charlotte had not submitted the order to the restaurant kitchen despite promising she had submitted our pre paid order to the kitchen. In response, the waitress gave my husband and I one glass of wine which she referred to as Bribery Drinks . The waitress expressed she was unsure if our menu choices were available in the kitchen given our order was not received in advance by the kitchen. The Lampery Restaurant Floor Manager was so NONE PRESENT/ no where to be seen at this point of failure!! The second complaint is where the second course was delivered to the table whilst we were still eating the first course. The waitress explanation for this was, she did not want the second course to go cold in the kitchen and to make a fresh second course would take too long. The third complaint is, the fire alarm test went off direectly from the fire alarm point which was located directy in the centre of the dining room where guests were eating, and this fire drill was without any pre warning from the staff who set the alarm off right in front of our faces. The fourth complaint is, once the second course had been eaten, for what was a fully pre paid 3 course Christmas meal, it actually became a 2 course meal. We were the only guests in the restaurant at this point and we were left abandoned in the restaurant by both the waiters and manager. We were waiting for the third and final pre paid course which was desert, which after 40 minutes of waiting, never turned up! We therefore requested a waiter to check what had happened to our desert which had been pre ordered. His response came back as he did not know, he tried to ask , He then added, the desert ticket must have got lost . This is the fith complaint. La Toya 's response to explain this away was, the kitchen must be preparing for the dinner seating its done about one hour in advance So that tells me, if you are still eating lunch at 17:00pm then you will be abandoned and may have to wait up to one hour for your desert. At which point, I demanded we spoke to the manager but imstead we were sent over some inexperienced and random person who had no presence at all!! I therefore sent him away. When the manager eventually surfaced, we gave each other eye contact but instead he tried the distancing and delay tactic and chose to start filling up wine glasses at a table for guests who hadn 't even asked/ waved for his attention!! This is the sixth complaint of poor customer service/ experience. Eventually, when I secured the manager 's attention (who gave us his name as being Michael), he started to interrupt my husband who was trying to explain the nature of our complaint. The manager claimed to know all about the complaint already, yet despite him claiming to know of our original complaint of the errors made with the restaurant booking the manager was clearly unprepared, dismissive and unapologetic for his failure to look after us following the origimal complaint made with Charlotte who works within the Customer Experience team. The is the seventh poor outcome. Micheal the restaurant manager, rather than attempting to provide resolution, he attempted to provide his resume which he tried to convince us, he had been a manager at The Shard Restaurant but he only demonstrated very poor management. The manager simply walked away saying he would do something as he would be aroumd until 04:00am. However, he said he did not know what he would do to rectify. He then digressed by repeatedly saying, it 's Christmas ' well who doesn 't know that it 's Christmas?? That 's why we had a Christmas menu right in front of our noses on the dining table but being Christmas is not the resolution to a customer complaint and shoddy restaurant management! The manager then used one of his waitresses La Toya, to chase us down the reception area with the bill to pay for the lunch, but we brought that back to her and the managers attention based on the managers promise to sort out our complaint at this point I despair!!! The Lampery restaurant waitresses and manager have no professionalism, they lack class and training is almost VOID. They are not qualified to carry out their jobs and it was a Micky Mouse performance! With ZERO recognition of the Customer the table next to us also demanded to speak to the manager with a complaint about slow service and no water or drinks provided to his table to accompany the meal he was having with his family. The manager once again appeared to apply delay tactics, taking up to 20 minutes to attend to that table to address that complaint. All these failings have occurred under the UNWATCHFUL EYE, of Micheal The Lampery Restaurant Manager, though purportedly he had previously worked as Restaurant Manager for The Shard and Manchester United Football club. The poor performance of The Lampery Restaurant staff and is a direct reflection of the incompetent Restaurant Manager who gave his name as Micheal."
