"To put the scenario in context……..we have just returned from travelling overseas for my husbands 70th birthday holiday and I had promised him a Thai meal Thai food is a favourite of ours) when we returned…so I booked The Blue Orchid at the Verve hotel. We arrived and the place was absolutely empty. We were shown to the only table which had menus on it. We knew what we wanted as we had looked at the menu online earlier in the day. We ordered Set Menu A and two diet cokes and some prawn crackers. The starters arrived and after eating a few bits of battered vegetables, I managed to get the attention of the waitress and asked to see the menu again so we knew what we were eating, because I was pretty certain it said satay chicken and tiger prawns. The menu came back and I asked what we had been served because it had no resemblance to the menu description. The waitress apologised and said she had thought we had said Set Menu B …we said categorically not we had clearly said A. The waitress went to get her senior and we repeated the problem. The senior member of staff assured us we would get Set A main courses. The original waitress apologised again and I pointed out that menu A&B had the same starters and she said that the chef had misheard her and cooked menu D starters which were all vegetarian. She then asked which of the A starters we would still like. We agreed we’d like the tiger prawns and chicken satay served with the main course. Some time later the main course was delivered by the original waitress and her senior. I asked her senior where the main course tiger prawns were and what was the food on the table because once again it resembled nothing like what we had ordered. She said she would go and ask the chef and off she went. We divided the rice in half and ate the starter prawns and satay which were cold…at which point the other waitress disappeared….we waited a while for someone to return and then we started eating the duck and chicken. After a while I called out was someone going to come and talk to us about the food. The senior waitress and the original waitress returned and said they would make an adjustment to the bill. I said that wasn’t acceptable as we had deliberately chosen that menu to eat prawns and because it had no chilli. I asked to speak to the manager. When he arrived he went into a tirade saying he wouldn’t have his staff shouted at or spoken to the way we had spoken to them….we had been in normal voice and very polite, considering they had completely ruined my husbands birthday meal. The manager was shouting at us “did we want the meal removed and set meal A cooked for us yes or no “ he kept repeating “yes or no”. My husband, a quiet man, told him we wanted him to listen to our complaint and explain why we had been assured we would get Menu A after the starter mixup and we were still not served what we had ordered. The manager didn’t reply he constantly interrupted and spoke over us and I told him at least twice to stop being so rude to us both…he still kept shouting “Do you want this replaced with menu A, yes or no” We finally said no. I said, I no longer wanted to eat as I was very upset and I apologised to my husband for his disastrous 70th birthday meal. The manager said we needn’t pay for the meal….as if that made it OK. He then stormed off. I put £10 on the table to pay for our drinks and the prawn crackers which were the only thing we had which we had actually ordered. The waitress said we didn’t need to. But I left it there. As we went past reception I waited for the manager to finish booking 3 people in and told him I had left £10 to pay for the drinks and crackers, and that his behaviour was an absolute disgrace. We were absolutely amazed at this shameful behaviour of the manager. The waitresses had had polite and civil conversation and we had been polite in return..if telling someone that it was unacceptable to continuously serve food completely different from what has been ordered is being rude, I wonder how one can convey the situation to the staff…neither me or my husband shouted or raised our voices but the manager didn’t even ask us what the problem was he just steamed into us…..this establishment doesn’t deserve to be in business if this is how it’s managed…it’s no wonder it was completely empty in its restaurant. I can honestly say we will never be going again neither will any of our family or friends."
