Phil Manger

Review of The Fat Duck "Gastronomic Rest...

We were booked in as a couple for an engagement pr...

We were booked in as a couple for an engagement present.

After months of trying to book, we finally managed to secure the booking. We were ecstatic. The excitement built over the 2 month period since we booked, anticipating an experience of a lifetime.

Unfortunately the week before we were due to visit, my grandfather was taken seriously ill. We tried calling to cancel - giving the mandatory 7 days in advance to ensure we wouldn't get charged. We didn't get an answer so hung up. We were subsequently told there was an answering machine - however we didn't wait that long. As we were at the hospital we were also not picking up the reminder email, we were sent.



I also enquired about moving the booking to a later date, again very unhelpful, I was told I would have to go through the normal booking process, which had already taken months to try and secure.

There was absolutely no empathy or compassion from the team and not only were we left trying to deal with an ill relative, we now had to worry about wasting a lot of money. They were trying to justify this policy by stating they are a small restaurant and can't afford to lose these bookings. I understand that at the end of the day, they are a business, but I would expect a 3 Michelin starred restaurant to show a bit more understanding, and to be brutally honest, I have received better customer service from staff at McDonalds.

To add insult to injury, I received an email today "Now that you have experienced The Fat Duck for yourself". Yes, thanks for that. It's not difficult to stop an email being sent if a cancellation is made.

We were hoping for a once in a lifetime experience to celebrate our engagement at a world renowned 3 Michelin starred restaurant, but what we got was disappointment, stress, worry, and an inclination to not even bothering visiting this place again.