Dear Sir/Madam,

I am writing to express my disappointment following a recent visit to your Toby Carvery in Gravesend. My family and I have been regular customers since the restaurant first opened, and until now we have consistently enjoyed both the food and the service. Unfortunately, our latest experience fell well below the standards we have come to expect.

We arrived approximately 10 minutes before our 3:00pm booking and checked in, then waited at the bar for a drink.

During this time, I used the toilet facilities and was very concerned by their condition. The toilet was in an extremely unhygienic state, with the seat up and heavily stained underneath. The staining appeared old and ingrained, which was both unpleasant and unacceptable, and gave a very poor impression of cleanliness standards.

When we were eventually shown to our table, there was no initial greeting or attention from waiting staff, which is unusual based on our previous visits. After waiting a few minutes, we decided to collect our food ourselves as there was no queue. Upon returning, we still had not been attended to, and after further waiting my wife had to go and collect cutlery from the service area. It was only around 10 minutes later that a member of staff approached us to ask if everything was satisfactory.

While the food itself was generally good, the Yorkshire puddings were noticeably below the usual standard, being rather bland and chewy.

Overall, this visit was disappointing due to poor service and unacceptable cleanliness issues, which significantly detracted from what is usually an enjoyable experience. As long-standing customers, we hope this feedback will be taken seriously and that improvements will be made.