A popular Edinburgh city centre bar and restaurant have hit back after a review left on TripAdvisor suggested their staff were "rude."
Brewhemia, on Market Street, also responded to the specific claims that the staff at the bar "did not make eye contact" with the customers, as well as complaining about staff taking a long time to take their order. To add insult to injury, a one-star review was left as a result of the visit, although some positive feedback was mentioned.
The reviewer did say that the location and interior of the bar was "lovely," having visited two years previous. Unfortunately for them, the return visit didn't go down as well. They said: "I visited Brewhemia two years ago and it was amazing so rushed back however it has gone so down hill. Half an hour to get a bottle of wine, nobody making eye contact or asking if food was ok. Food was fine but nothing to shout about and definitely not worth the price. If you want an Instagrammable cocktail bar then visit here but expect long waits and unhelpful staff.
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A marketing team for the bar responded to the critical comments, saying they looked for a positive review from the visit two years ago the customer referenced, but couldn't find one. They did, however, hit back at claims the staff were rude.
They responded with: "Thanks for leaving a review and we're sorry to hear that you didn't enjoy your visit. Had a quick look to see if you reviewed the amazing experience a couple of years ago to understand what elements you really enjoyed but can't see a review from then.
"Staff are trained to follow the order of service and that includes greeting and checkbacks on dining tables. If you can let us know when you visited then we'll be able to identify the staff member that served your table and provide some additional training and support as needed. I wouldn't characterise any of the team as 'rude' so I'm sure that with some support they will be giving the same amazing experience you had the last time you visited."
The bar has become a popular hotspot, being located in the heart of the city, with its bright and colourful floral display on the exterior of the building drawing punters in. The bar also offer a host of craft beers and an extensive food menu throughout the day.
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