Whitbread Reviews 

I had a table booked at the Charter in Aylesbury on Boxing Day at 2.45pm. We were still waiting to be seated at 3.05pm, my mother is 81 and had to stand for 20 minutes while we waited. The starter took 40 minutes to arrive after being seated. We waited for the main course for another 20 minutes and had to go to the bar to purchase drinks even though we were supposed to have table service. Due to the lack of service and time we'd waited we decided to cancel our main courses and finish our drinks and leave. The manager told us if we are cancelling our meal we have to leave the pub. I told her we would finish our drinks and leave. She said we cannot finish the drinks we've purchased and she called the police. I asked her for her name but she refused to give it to me and told her staff not to talk to me. The police did not come, probably because we were just sitting at a table finishing the drinks we'd purchased. We finished our drinks and left.
We returned the next day to speak to someone about our experience. The manager refused to sit with us and listen to our complaint. I asked her for her name but she refused to give it and told her staff not to talk to us. She then told us to leave. I told her my mother is 81 and could she give my mum a couple of minutes to get up as she fell over yesterday. She refused to give us 2 minutes and called the police. This was exactly the same for 2 days in a row, which tells me staff must be trained to do this.
I complained to head office 19 days ago and am still waiting for a resolution. While waiting on hold, an answer message states complaints will be resolved within 7 days.
I asked to speak to someone on the phone but was told its not policy to talk to customers with my level of complaint and communication is only via email. I explained no one answers emails but staff still refused to talk to me and I'm still waiting for replies to my emails.
On day 21 after submitting a complaint, I received an apology. The complaints department apologised for the treatment we received and the poor service. Staff will be receiving training to ensure their behavious does not impact anyone elses experience in the restaurant in future. However, the manageress is barring my group from the restaurant. I asked why are the team receiving training if they have done nothing wrong?? If they have done something wrong, why are we being barred.

I had appalling service and emailed the Brewers Fayre restaurant at Musselburgh. The response came from Whitbreads customer services. They offered a £20 apology for what had happened. I attended one of the restaurants as highlighted on their email banner from customer service who were unable to offer the £20 as the code wasn’t recognised. I then have had to email Whitbreads customer services to ask why I couldn’t use it. They say I have to use at a Brewers Fayre, despite the response coming from Whitbreads with a Whitbread reference number and on behalf of Premier Inn, Beefeater, Table Table etc. I’ve no idea if there is even a Brewers Fayre near my home. I may have to drive 250 miles just to use the £20 voucher is appears. Not very good customer service, not well explained and the result has been further costs and poor service experienced from this multibillion pound organisation. It’s a laughable farce to be honest.

Recently visited The Centurion in Tamworth
I have to say the customer service skills the young lady who served us had were second to none. She was friendly , attentive, very efficient and nothing was too much trouble - we will definitely be back
Her name was 5378 Sophie L and she is a credit to your company

Less than one, overcharged over two weeks ago, no action from Frome flyer, no action from head office despite sending proof, chasing, emailing and phoning. Today someone put the phone down on me from the frome flyer as they can’t help! Appalling company, no ethics or care for customer and the food wasn’t great let alone charged twice and in over two weeks unable to get the money back. Don’t use them

Liskeard Tavern. The food was great, service was great, friendly staff, very helpful

Whitbread t/a Cookhouse and pub: they offer membership to Tasty Rewards with a card where points are accrued when buying meals.
These can be used as vouchers for meals.
I have been a member for several years using the card to suit my needs. In February this year I lost my card, reported it and was issued with a replacement. In November 2023 I checked my account to find that both my lost card and new one were listed but the lost card did not show a points balance believing it to be about 4400. My new card showed 1990+ points. It seemed my lost card points had been erased. I emailed Whitbread and their first reply was to show a FAQ list which did not meet my issue. I emailed them again explaining this and to provide an answer but the 2nd email was just the same. I again emailed them but have not had a reply and included my phone number. I have tried 2 phone numbers shown in Google for Tasty Rewards but neither are in existence. The closing sentence in their emails states staff will contact me. This has not been done. I just want to know if my lost card points can be added to my new card or have they been erased. I did not believe that loosing a card with points being added to a new card would be such a problem. The fact that Tasty Rewards do not wish to be contacted leaves much to be desired and less so trying to resolve my issue.

If ever you have cause to contact Whitbread Restaurant Guest Relations - BE WARNED ! They and their CEO, Dominic Paul (more on him later) are useless at addressing their customers concerns.

A month ago now, I had a meal at a Beefeater restaurant that left a bad taste ! No - not the meal - it was delicious and the staff were great. They forgot to swipe my Reward Card so via the Whitbread website I contacted the Restaurant Guest Relations making the modest request that the "missing" points be credited to my account - what a joke ! "Guest Relations" - nothing could be farther than the truth ! What a bunch !
Despite providing ALL the necessary details, all I have after 4 weeks, are three allegedly "unique" Case Reference numbers (you get one every time you contact them !) but STILL NO POINTS !!
For a company with in excess of 86,000 employees, not one person has bothered to address my issue.
Why am I not surprised ? Well I emailed the CEO, Dominic Paul. Whilst not necessarily expecting a reply from the man himself, a response from his close team would not have been unreasonable don't you think ? BUT NO - UTTER SILENCE - NO COMMUNICATION !! Good governance starts at the top and cascades down through the company but obviously this does not happen at Whitbread. The top man ain't bothered so why should they ?

This company has got so large it treats its customers concerns with contempt ! They need reminding who pays their salaries - US the customers !!
I have no issues with the restaurants and the hard working staff in them but those up there in their ivory towers need a big kick up the a** !!!!
One has only read the other reviews of this company and its management to understand the rancid culture that exists !

If I could give a minus score I would. Whitbread have no care for their customers,whether they're Premier Inn or any other outlet. Avoid anywhere that's owned by Whitbread as complaining will get you nowhere. I complained by letter about a sham of stay in Warwick Premier Inn. They pretty much accused me of being a liar,saying I didn't report issues with the room to reception. I did but the staff denied it. They just want your money.

Avoid French Connection Ashford. Chef rude and unable to cook steak medium rare, when returned to kitchen the chef came to the table and argued with me

We were made very welcome by Charlie during our visit on Friday 13th. October to The Warrener Thetford , who continued to provide first rate service throughout the evening.

Its been almost 3 weeks since we were double charged for our stay at the Exeter Premier Inn. As customer service proved to be non existent, I escalated the issue to their CEO, Dominic Paul. Suffice it to say that we have yet to receive an apology, let alone our refund. You have been warned

Booked a table at one of their restaurants for my nephews 16th birthday . The app let us book and when we turned up the restaurant was closed for refurbishment but then app still said it was open .
Wrote a complaint to whitbread and yet to hear anything . Wrote a follow up and guess what Nothing .
Whitbread you should just say you don't care about customers and couldn't care less if you spoil someone's special night

You should be ashamed of yourselves to dare to call your food outlets attached to premier inn hotels A restaurant. Dumfries outrageous management. I’m so happy my staff are happy unlike yours

I want to make a booking with Premier Inn, a Whitbread subsidiary, but raised a query re LHR vicinity hotels a week ago, but no reply yet. Website says it will take 10 days for them to get a round tuit, and even states "Our teams are working hard to get back to you during these busy times, and we hope to return to service-as-usual as soon as we can."
Sounds to me like Whitbread have taken an axe to their customer relations team.
Ridiculous!

Very friendly helpful staff, often have lunch at my local Whitebread Inn, food is very good considering the price and a great choice on the menu.
Takes some beating really.!

The Blue Cap, Sandiway. Arrived at 0855 dim lighting
Screaming background music
Coffee was cold - replaced when notified
Empty restaurant, bar two tables and seated at the entrance next to the buffet. This then had further guests passing past the table all the way through breakfast.
Twenty fine minutes from ordering to breakfast on table.
Requested well cooked bacon, the full breakfast arrive with undercooked bacon. Sent back to crisp up the bacon.
Fried eggs were hard and overcooked
Went for another coffee, the one pot was empty
Not asked if sauces were required
Overall, a very poor experience, I’m not one to use McDonalds on a regular basis, but I would rather have done breakfast there.

Customer Services, WHAT customer services?
Sent an enquiry to customer Services as to why I get offers for the parts of Whitbreads I don't/cant use, but NONE for the part I do use.
Got their "received your email", then NOTHING!
sent a chase, no response here either.
In view of ever increasing prices for their meals, decreasing 'in restaurant' service it feels like Whitbreads are yrying to close down their restaurant business by making it unviable

The Tasty Rewards part of the Whitbread's company is not fit for propose. Over the last 2 years I have sent many of emails about points been expired before there time I also have sent emails to there CEO Ms Alison Brittain & have never had a reply from her. Please don't bother with this company as the customer service is totally rubbish as you will see from other reviews not just me. This company don't value there customers at all & should go out off business. They also blocked me on Facebook just because they did not want others to read about mu very no extremely poor service & issues. you don't block just because you don't like what they say you try to rectify things.

We booked a table at the Mersey farm in Sale, Cheshire for Father's day today, I ordered our food and sat out side at we thought table 11, just over 1/2 an hour had passed and we still hadn't received our starters so I went back inside to ask were they where, they said they couldn't find us as table 11 was in side not outside, they said they would bring them straight away which they did, I decided to take the empty plates back in and ask them to hurry up with the Burgers we had ordered, we got our order which was totally wrong, had asked for Father's day triple burger and a smothered chicken burger, I got a double stack burger and smothered chicken but not in a burger, my wife had been in previously because I noticed on my receipt that it only said big stack instead of a triple stack, so we asked to speak to the manager who came he wouldn't let my wife explain what was wrong, just kept shouting at us, when my wife tried to explain what we had done and how long we had been waiting, an hour and a half by now all he could do was to say I'm not putting up with you shouting at me, you can get out as I'm not bring you your food, I went back inside because he then offered me a refund, I told he was out of order talking to my wife like that, with that he turned around a said " How do you put up with her", I said very well thank you, with he made the refund a nd we left, my wife in tears and me upset that I didn't get my Father's day meal, besides all this the outside was full of rubbish, cigarette ends empty glasses, the inside and outside need redecoration, the windows are rotting, the carpets need replacing, the whole place is a total mess, the manager was totally out of control and extremely rude and aggressive, one of rudest people I have ever met in 66 years, 10 years ago he would have been sacked, but not now DO NOT USE THIS PUB CHAIN IT'S RUBBISH THE SAME AS IT'S SERVICE AND MANAGEMENT.

Wonderful time spent food lovely and service by Cerys was first class