The Jug & Bottle

Booked a table for 10 for a family birthday in the snug l was assured that the tables would be moved together. When we arrived at 4pm the tables had not been moved. My Son went to the bar to place his order and returned to the table .My two other sons went to order their meals and were told that the snug area was table service and to return to their table and a waitress would take our orders.After 20 minutes and asking twice at the bar the waitress appeared and our orders were taken. 10 minutes later my sons order (who ordered at the bar) turned up.No cutlery was brought with the 4 meals so we asked for this and after about 6 minutes the waitress returned with Just four sets despite us needing a further 4 sets .Condiments were not on the tables so yet again this was requested which took a further five minutes .After a twenty minute wait for the other table service meals to appear my other two sons went to the bar and were told that the meals would be ready soon.We arrived at 4pm it was now 4.50pm so l approached the bar and asked to speak to the manager .The manager was serving drinks so l was told to return to the snug and she would be over shortly. The manager appeared and asked what was the problem ! My eldest son informed her of the shambolic service , and it appeared that preference was being given to drinker rather than focusing on food orders. The managers reply was that she had only started her shift at 4pm ( which was the time we arrived) and was not aware as to what had happened, surely before approaching us she should have asked her staff what the situation was? My son who had ordered at the bar told her the situation and was abruptly told that he should not have placed his food order at the bar but waited for table service !!! The attitude was appalling. The time was now 5.10 ,one hour since we placed our table service orders .The manager offered to give us our meals free of charge ,l asked were they ready and was informed that it would be approximately another 15 minutes !! Needless to say we left ! Absolutely dreadful service and the managers attitude was incredible .

All departments of this delightful small hotel/pub were excellent. The Bar service, Kitchen, Housekeeping, The rooms, Cleaning services, Reception, Restaurant staff & Management all were 100% on the ball. The décor despite it being Christmas is extremely tasteful. The down side to our visit was that we were only there for 1 night. Heswall is in a perfect location for visiting The Wirral. I fully recommend it.