Charlotte Elsmore

Review of THE GROSVENOR HOTEL VICTORIA L...

Came here for afternoon tea and was very disappoin...

Came here for afternoon tea and was very disappointed by the customer service. We had some issues with our booking- we had purchased vouchers for which we had a receipt and order number but were told they were not valid as we hadn't received the actual voucher, which doesn't arrive until 72 hours after. This was despite us phoning to check the reservation was okay and it being booked through the hotels website. We then went backwards and forwards between different managers to explain what had happened with no solution. We were told various things by various teams but were told that they could not accept the fact that we had already paid and had phoned ahead. It took almost an hour before they decided to serve us which really spoilt our experience there. Having said that, the food was very nice and the managers did apologise to us for this treatment. Its a shame that we had this experience as I think it is generally a nice place for afternoon tea with generous portions of food.