Poor service and poor food - Onslow Arms, Guildford Traveller Reviews - Tripadvisor

“Poor service and poor food”
Review of Onslow Arms

Onslow Arms
Ranked #16 of 282 Restaurants in Guildford
Certificate of Excellence
Price range: £8 - £40
Cuisines: Gastropub
More restaurant details
Restaurant details
Dining options: After-hours, Breakfast, Delivery, Outdoor Seating, Reservations
Description: Nearly everybody you talk to knows The Onslow Arms and has fond memories of visits over the years. Undergoing a thorough refurbishment of the building in 2011, we lovingly restored the old girl back to her former glory and she has been going from strength to strength ever since! A smart community pub with a great range of beers and fresh food, where drinkers and eaters alike are looked after with the same friendly and professional service. We’re also hoping that those living further afield will visit us too, either•On foot across gorgeous Surrey countryside•By bike having negotiated Newland’s Corner•By train, direct line from Waterloo at Clandon Station 200 yds away•By car – extensive car parkingWith 11 National Trust properties within 10 miles, make it a day out with lunch or dinner at The Onslow Arms!
Reviewed 2 days ago

We visit the Onslow arms fairly regularly during the spring/summer as their outdoor dining space is great.
We went for dinner on Saturday 11May at 5.45. We were shown to a very nice table in one of their booths handed menus then left waiting for a good 15 minutes, no one came to take a drinks order or bring water for the table. Eventually got someone’s attention and put our order in. Again 10/15 minutes passed, we asked when our drinks would arrive. In fact our fish sharing platter arrived and still no sign of drinks!
We had chosen the sharing fish platter as we’ve had it several times before. Well, it was very poor this time. The smoked salmon had been sitting around and looked very tired, the huge bowl of prawns hardly had any Marie Rose sauce, the smoked mackerel pate was completely dry and full of lumps of the hard brown skin bits, the deep fried ‘hake scampi’ had been overcooked and was inedible. The manager agreed to replace the dish, so another 10 minute wait (luckily our drinks had arrived by then!). He presented us with another Platter. Sadly this was not much better, the deep fried fish was once again overcooked and dry, the pate was just the same, the only improvement was the prawns had a good bit of sauce and the smoked salmon was lovely and fresh. We were given 20% off the food and 20% off our drinks which amounted to £9.12!
If they had been super busy, the service could be forgiven. There is no excuse though for poorly cooked food.
Will think twice about returning.

Date of visit: May 2024
    • Value
    • Atmosphere
    • Service
    • Food
Thank Paddy B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Onslow Arms, responded to this reviewResponded yesterday

Paddy B, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one.

Here at Onslow Arms, we are always looking for ways to improve; we appreciate your input. If you would be willing, we would like to have you contact our manager at 01483 222447 or email us at onslowarms@youngs.co.uk to discuss ways we can better serve you in the future.

Best Regards.

J.S.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviews (2,963)
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5 - 9 of 2,963 reviews

Reviewed 3 days ago via mobile

Pascal was a brilliant host at the Onslow Arms and did a fantastic job keeping the birthday gathering going. High recommend!

Date of visit: May 2024
Thank EdwardW1691
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Onslow Arms, responded to this reviewResponded yesterday

Edwardw1691, your wonderful feedback and rating mean a lot to us.

Thanks again and hopefully see you soon!

J.S,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 days ago

We have been to the Onslow on many occasions but this visit was a massive let down. Slow service and having ordered, an hour later we were told that two of our mains had run out. Two hours after arriving our mains arrived , one of which was wrong. This was followed by a wrong pudding. We spoke to the manager at the end of the evening about our disappointment who rather than apologise listed several reasons why the service and food was below standard. We were given a reduced bill but will not be rushing back any time soon.

Date of visit: May 2024
Thank Camper38428720412
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Onslow Arms, responded to this reviewResponded yesterday

Camper38428720412, thank you for taking the time to leave us feedback about your experience with us.

We are very sad to read those comments and despite our apologies and honest explanations and ample compensation, you still decide to leave this review.

We hope you will give us another chance to deliver the service you've been used to have for so many years.

Best regards.

J.S.

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Reviewed 3 days ago

Was visiting a friend who lives nearby - we treated ourselves to an excellent dinner at the Onslow Arms. Very friendly and efficient service and delicious food and drink at a very reasonable price. Can highly recommend.

Date of visit: May 2024
    • Value
    • Atmosphere
    • Service
    • Food
Thank Jane_lutyens
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Onslow Arms, responded to this reviewResponded yesterday

Jane_lutyens, thank you for sharing your positive experience!

We are very pleased you've enjoyed our hospitality and are looking forward to your next visit.

Have a great day!

J.S.

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Reviewed 3 days ago

Sat outside in the courtyard, great on a warm day. Food excellent (particularly the mackerel pate and the pan fried trout). Pity the mains took a long time to arrive.

Date of visit: May 2024
    • Value
    • Atmosphere
    • Service
    • Food
Thank Greg C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Onslow Arms, responded to this reviewResponded yesterday

Greg C, thank you so much for the positive review!

We are sorry that your mains took longer than expected.

We hope this won't deter you from coming back and visit us again.

Have a great day !

J.S.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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