Written by Debs
A Disappointing Lesson in Hospitality
During a recent visit to Number 23 in Uppingham, Leicestershire, we experienced what can only be described as a tale of two services.
On arrival early Saturday evening, we were warmly welcomed by the gentleman behind the bar, whose attentiveness and professionalism immediately impressed us. He could not have been more accommodating and kindly arranged a table for our group of four in a quieter section of the bar/restaurant. We ordered cocktails and settled in for what we anticipated would be an enjoyable hour and a half.
The venue itself was pleasant, though notably quiet — perhaps a quarter full at most — and we watched guests come and go while enjoying our drinks in a relaxed atmosphere.
Unfortunately, the tone of the evening shifted abruptly.
We were approached by the manager, James, who informed us that we could not remain at the table where his colleague had seated us and requested that we move to a smaller table at the side of the bar. His manner was sharp and noticeably tense — so much so that one member of our party, a regular visitor to the venue, politely asked whether he was feeling stressed.
Within fifteen minutes of relocating, we were told again that the table was booked and that we would need to leave. This was particularly confusing given the number of visibly empty tables available at the time. Rather than offering an alternative solution, we were repeatedly approached and pressured, creating an uncomfortable and unwelcome atmosphere.
Hospitality at its core is about making guests feel valued. Regrettably, we felt quite the opposite — as though our presence was an inconvenience.
After raising our concerns directly with the manager regarding his demeanour and the handling of the situation, we were assured that the matter would be followed up via email. To date, no communication has been received.
It is disappointing when strong front-of-house service is overshadowed by management that appears disengaged or unwilling to prioritise guest experience. A single interaction can significantly impact a venue's reputation, particularly in a town that prides itself on quality and community.
We believe in fairness and balance when reviewing hospitality venues, and while the initial welcome was excellent, the overall experience fell far short of expectations.
Regrettably, we will not be returning.
