POST – the restaurant, brasserie, bar and coffee shop from celebrity chef, Tony Tobin, in Banstead Village Surrey receives a less than glowing review from Andre Dang

We had a lovely evening at Pizza Express.

Yes, you have read that correctly. Let me explain: 2 weeks ago, my father
booked Tony Tobin @ Post for my mother’s birthday, having read a
favourable review in a magazine.

So, this evening, we drove to the restaurant, looking forward to a family
celebration. When we got upstairs, we gave our name, and were met by a
slight look of alarm.

After 5 mins, the gentleman who appeared to be in charge said that they
couldn’t find our reservation, but not to worry, and asked his colleague
to seat us. We never saw him again.

I had to ask if she would be able to take our coats, after standing there
holding it in my hand for another 5 mins. As we started to settle into
our seats, the same lady then said that if we wished we could sit at the
table in the corner, since the table we were sat at was preset for a party
of 6 that was due to arrive.

So, we decanted to the other table. Menus arrived, bread was offered, and
we started talking while perusing the menu.

It was at that point that my father remarked he hoped everything was
alright, because the French lady he’d spoken to on the phone had seemed a
little vague, and he hadn’t had anyone confirm the reservation, so he had
left a message on the booking line this morning. Since nobody had called,
he had assumed all was well.

It wasn’t.

No sooner than the words were out of his mouth, than the same lady who had
moved us came back to the table to say that there was a problem and that
they couldn’t find any record of a reservation in the entire
building (brasserie, bar, deli or restaurant), but it wasn’t going to be a
problem, as we could still have dinner: the only proviso being that we
would have to have coffee and desserts downstairs in the brasserie.

At which point, we enquired exactly how much time we would have to eat
dinner, and were told “1 hour”.

Having eaten at a fair few restaurants, I am used to being told when
making a booking that they will need a table back by a certain time,
however to turn up for a birthday dinner, be told that they didn’t have
any record of us at all, and then be told that we could eat, pay full
price and then give the table back within the hour “..as it would
inconvenience the guests who have got a proper booking” was really rubbing
salt in the wound.

So we decided to leave, but not before I asked for the manager’s contact
details. I was presented with the restaurant’s standard card, with a GM’s
name on it. I was also told that “We don’t give out direct contact
details. Just phone in and leave a message. He’ll get it”.

Given our success with the booking system, I’m sure you can understand my
lack of faith.

And so, we asked for our coats, where said lady asked us to follow her.

By this time, we appeared to be the floor show for the evening, and most
tables in the (at the time) half empty restaurant were taking a very
unhealthy interest in our plight – with much nudging and looks of
disdain – most likely based on the assumption that we were being thrown
out.

Finally, we got downstairs to the closet to collect out coats, whereupon
the extremely helpful lady flung open the doors and said “Help yourself”.

Although she offered a half hearted apology, her excuse was that “we don’t
take the bookings directly here. It’s done through a call centre, and the
lady who has been acting as the receptionist has recently left”

At that point, we left. As I turned back, I caught a glimpse of our
hostess having a gossip and laugh with a blonde manageress. Clearly at our
expense.

But the evening wasn’t a complete wash out, as we were well served by
charming and attentive staff at the pizza express a few doors down. Which
just goes to show that as long as the company and the food is good, it
really doesn’t matter about the environment.

I wish I could say the same about Post.