The Palm House Victoria Bar & Restaurant

We had a vegetarian and a person with gluten intolerance in our group and found dishes without any problems. The map is very well labeled here. We were also very positively surprised at the prices. Very good value for money

We had an absolutely disastrous meal on Saturday. Waited nearly 2 hours for food, dishes all came at different times and some of the food was wrong, including serving beef to a vegetarian, even though we had pre-ordered due to our party size. Table of 18 people and not 1 person was impressed with the service or food. Waitress argued with my friend about removing the 12.5% service charge at the end. The only positive was the restaurant supervisor apologised for our experience and comped some of the drinks/food on a £500/£600+ bill. I booked weeks in advance and got an email asking to pre-order our food, which we did. I had a phone call and sent an email ahead of our booking to confirm they had received our order. When we arrived at 6pm, our table was not ready due to bottomless brunch ending (fair enough - but perhaps consider taking bookings from 6:15pm to allow set up time? Not a good start because we were a big group just stood in the way for at least 10mins whilst staff were cleaning). The manager then told me that the food we had pre-ordered was from the old menu but they had lots of the same dishes (I did point out that perhaps it's worth changing the system as it defeats the purpose of pre-ordered food) so we made some last minute changes to our order based on availability of dishes. Around 7:15pm I raised that some members of our party (around half) had not had anything at all to eat and we had been there over an hour. Some people in the group had finished 3 plates of food whilst others had nothing. Plates were coming out 10, 20mins apart from each other. 1 person got a side of chips significantly before their meal arrived. The last meal (my burger) which I had to remind the waiter we had not received, arrived at 7:50pm nearly 2 hours after we had arrived and I had sat waiting watching other people eat. When I complained, I was told that because a member of our party has coeliac that some of the food had to be cooked separately, which I completely appreciate, but still don't understand why this caused such a significant delay considering some non-GF dishes came out ages before others. My vegetarian friend had ordered tacos and she was convinced they had beef in after 1 bite. When we took the plate to the supervisor he promised it was mushroom tacos because the way they differentiate a meat dish is if it has sweetcorn on... random. However, it smelled and looked like meat, it was tasted and confirmed by meat eaters. Then, after a second time complaining, the dish was replaced it smelled and looked different the second time. After this, on 2 occasions, a waiter brought over "beef tacos" and "chicken tacos" for this friend which we declined both times and stated again that she was vegetarian so we are certain the first tacos she were served had beef in - which is completely unacceptable. Again, everyone had pre-ordered food and the booking had asked for their names along with food order, so I don't know how it was possible to get it this wrong because the staff were reading from a printed list. 2 of our friends had to leave to catch their train and the waitress tried to split the bill evenly (even though they had told us at the beginning we could pay however we liked) and tried to charge them including a 12.5% service charge which had been miscalculated, at which point my friend explained we would not be paying a service charge because of the multiple errors with our meal and our negative experience. At one point the waitress stood right near our table and was blowing bubbles from a tiny bubble wand that looked like a child's toy and seemed totally unphased. We couldn't understand how that was an acceptable use of a staff members time when people were waiting for service... All round, an unbelievable experience that you wouldn't comprehend unless you were there to see it. Safe to say none of the 18 of us will be back and we won't recommend to friends. Thank you to the supervisor for removing all beers and some food from the bill as a gesture. We appreciated that.

Thank you to MO who was amazing - service and friendliness! Looked after me with my gluten intolerance and made sure I got the most out of the bottomless brunch… 5 stars! Highly recommend!