the review
Great ambience, though I wasn’t surprised by the ——— concept. I asked for an espresso macchiato and the barista said they only serve drinks by size, using ounces. We sat at a table that was reserved for 1 pm; however, we arrived at 12:30 for a quick coffee. We were rather abruptly informed that we would have to leave a few minutes before 1 pm so they could prepare the table, even though it wasn’t fully cleaned when we sat down. We felt rushed and pressured to leave. The coffee drinks were also very expensive, £9.50 for a 3oz and “cold brew”.
published underneath
Hi ———, Thank you for taking the time to share your feedback and for your kind words about our ambience. However, we are truly sorry that the rest of your experience fell short of the high standards we set for ourselves. ——— your drink order, our focus on speciality coffee means we use specific, ounce-based sizing to ensure the exact ratios and flavour profiles of our roasts shine through. That said, our baristas should always be able to easily guide you to the drink you're looking for. We apologise if this was communicated rigidly or caused any confusion. We also completely understand your frustration with the seating. While we do occasionally have to manage tight turnarounds for reservations, you should never be seated at an uncleared table, nor should you have been spoken to abruptly or made to feel rushed. We will be reviewing this with our front-of-house team to ensure our service remains warm and accommodating, even during busy periods. ———, we hear your feedback on the pricing. We are incredibly passionate about serving ethically sourced, meticulously roasted speciality beans, which does factor into the cost of our drinks. However, we always want the quality of the coffee and the warmth of the service to make every visit feel well worth it, and it's clear we missed the mark for you here. We would love the chance to welcome you back for the relaxed, positive experience you should have had. If you'd be open to discussing this further, please feel free to reach out to us directly. Best, Hot ——— Management Team
anchoring100/ 100
points away from the pageturns on the reviewer
what we would have written
——— espresso macchiato is a reasonable thing to ask for, and a barista worth their salt should recognise it whatever the menu says. On the table — a reserved booking does take precedence, and giving guests a heads-up is fair enough. Being made to feel hurried out is not, and there is a difference between the two.
anchoring100/ 100
no rule broken