Masq London Restaurant and Bar Anmeldelser 24

My husband and I spent an unforgettable evening at the Masq. The place truly elevated our night, ensuring every detail was spot on. From the moment we stepped in, we were embraced by a warm atmosphere, complemented by delightful music and a stunning setting filled with wonderful people. The decor is elegantly crafted, enhancing the charm of the venue. I especially appreciated the venue's exclusive vibe, ideal for hosting dinner parties or a girls' night out. The private bar downstairs adds a special touch! It’s probably our new favorite spot! Highly endorse a visit!

Went to Bollywood new year eve.
Been to many events across the UK and was flabbergasted by the poor organisation of the event. From the que chaos, seating shambles, and drink kiosk service, what should have been a great occasion turned out to be a rushed and stressful time. we still found ourselves being told to wait for no reason.seating and parking almost impossible. The worse experience of seeing an event in the UK. Security was so rude for no reason. Thank you Masq for such a shocking experience.

I made a reservation for a table on the 31st of August at 8 pm. When I booked, I specifically asked if you served cocktails, and was told that you did. However, upon arrival, I was informed that cocktails were not being served that night. This is something I should have been informed of in advance.

The customer service was very poor; there was no proper communication or even a warm welcome. As a result, I had to leave with my guest and find another place to go, which was very disappointing. I am requesting a refund for the reservation I paid for. I have been trying to call, but no one has answered. Please address this matter urgently.

I have been calling no one answer the phone and no one is responding back to the email
Can you please return my refund as an urgent no one haven’t contacted me about my refund till now.

Do not go to the restaurant is awful

Me and my friends had an awful experience at this restaurant on the 2nd august 2024. The service was horrible; the server was unfriendly and lacked basic manners. They couldn't served any of the traditional dishes from the menu. When we asked why, their answer was that the chef is not around. Well, when you go to an African restaurant you expect to eat African food!!!
Additionally, we waited more than an hour for our food to be served. Despite paying a £200 deposit when booking, it has been four weeks, and I still haven't received a refund. I've sent 4 emails, no response and I called 3 times, each time being promised my refund, but I'm still waiting. I do not recommend this place at all. A waste of time and money!

Attended a private function on Saturday night and experienced exactly the same level of service as described in the review made on 25 March…clearly no lessons learnt! Such a shame as promised so much and delivered so little..

My recent visit to Masq Bar Restaurant for my birthday dinner was an absolute disaster, to put it mildly. It's disheartening to have such high hopes dashed by an appalling level of service and management.

From the outset, the signs were ominous. We endured an agonizing wait of 1 hour and 30 minutes just to receive our drinks. This lengthy delay set the tone for the evening, as the rest of the service unfolded in a similarly chaotic manner. Food orders were delivered haphazardly, with starters arriving before some diners had even received their mains. To add insult to injury, the food itself was served cold, further highlighting the restaurant's lack of attention to detail.

The ambiance, which one would expect to be refined in a supposedly high-end establishment, was marred by the use of plastic cups for serving drinks. This cheapening of the experience was a disappointing surprise and a stark contrast to the image Masq Bar portrays.

However, the most egregious aspect of the evening was the complete absence of accountability from the staff and management. Despite our grievances, no one was willing to identify themselves as the manager. One individual even went so far as to deny any managerial role, despite evidence to the contrary on social media platforms. This lack of transparency speaks volumes about the restaurant's organizational culture and commitment to customer satisfaction.

Our waiter, while clearly overwhelmed by the demands of a severely understaffed restaurant, deserves commendation for his efforts. Unfortunately, his valiant attempts to salvage the evening were thwarted by systemic issues stemming from poor management decisions. Expecting one waiter to cater to a party of 20, including making drinks, running food, and attending to other tables, is simply unreasonable and reflects a fundamental failure in staffing and resource allocation.

Masq Bar's insistence on a minimum spend of £1000 only adds insult to injury. How can patrons be expected to meet such a requirement when basic service standards are so egregiously neglected? It's a clear case of prioritizing profit over customer satisfaction, and it's a tactic that ultimately backfired spectacularly.

To add to the litany of failures, the restaurant failed to clear our table even after we had finished dining, despite repeated requests. This oversight meant that I didn't even have the opportunity to cut my birthday cake, which I had paid £180 for—a bitter conclusion to an already disastrous evening.

In summary, my experience at Masq Bar Restaurant was nothing short of traumatic. From interminable wait times to cold food and abysmal customer service, every aspect of the evening fell short of even the most basic expectations. I implore potential diners to heed my warning and steer clear of this establishment at all costs. There are plenty of other dining options in the area that are sure to provide a far more enjoyable experience.

We went to the Masq with my husband and had the best time ever. This place really made our night! Everything was perfect.
We were felt welcomed from our arrival, with nice music, beautiful atmosphere and great people. The decor is very nice, with a beautiful venue.
What I really liked was the exclusive feel to the venue, making it perfect for diner-party or girls-nights out (being downstairs with their own private bar too)!
Likely to be our new hotspot! Highly recommend!

If I could give 0 stars I would! Absolutely rude people from customer service, staff and on-site manager ( which mind you he wasn’t acting like one.)

I had to pay for food I didn’t eat, MY FOOD THAT DIDNT EVEN COME OUT ! We were given a set menu to choose from and we didn’t even get the full menu which is absolutely vial of them.

Honestly you are better off going to spend your money elsewhere not here !

Lovely decor, good food, great service, unique style, excellent customer service

From making my reservation to having my birthday at Masq Vault VIP lounge. Hitch free experience. It was the best night out I have had in the last five years. Thank you guys for the hospitality and attention to detail. 10/10

Waited 4 hours for food - what came was not what we ordered.
4 hours!
Can’t believe, worst restaurant experience in London

Such a wonderful experience at Masq London. The food was delicious and it’s a 5 star service for me !

Went to a friend’s graduation party at this restaurant. Location was amazing although you got be conscious of parking. Food was amazing 10/10. The music, the vibe and hospitality was honestly amazing and felt welcoming. Staff are so nice and very helpful.

In my opinion the worst restaurant I have ever been to in London. A miserable and pathetic experience from beginning to end. It’s utterly amazing it even exists given its main competition is the substantially more accomplished and slick chain restaurants over the road nearer the river. I am disturbed that it it still open. There was one poor girl the only member of staff there for our booking of 14 for lunch. She has had no training at all in basic waiting, there were insufficient menus, half the drinks menu unavailable (including any beer), wine, when it eventually arrived, was poured to the brim of one glass despite 14 guests, the time taken to even serve drinks was nearing and hour with dinner eventually served nearly 2 hours after ordering (which had to be requested). The entire operation is completely and utterly mad. It may well just be a money laundering front. The wine list comprises 4 or 5 budget wine choices (up to £50/60 for very ordinary wine) but also 1900+ bottles of champagne and many exotic and powerfully priced spirits of much higher value. The food was very, very basic. A minute streak masquerading as a “rib eye” at £35 was particularly outrageous. Do not in any circumstances attend this restaurant. The sooner it goes out of business the better.

Another good example of 0 management and customer service skills. If you are booked for private event , don't accept reservations!!! My partner booked a table for dinner tonight, during the day he even got a 'courtesy' call from them to confirm that we are coming. Long story short, we came from Kent, more then 1 hour drive one way,to find that they are closed, however keep posting on Instagram private event. Absolute disgrace. Avoid places likes this.

The atmosphere and good food were relaxing. It was a pleasure to have dinner. Great food and staff. Great atmosphere.

Extremely poor service, organisation and customer service. Do not book for a birthday, as you will be deeply disappointed and it will ruin your evening. I would not even give this restaurant 1 star.

The customer service was diabolical causing the experience to be very poor. There was multiple things wrong during the evening which ruined the birthday.
- Masq did not have our table ready and we were left waiting for a long period of time standing around, with no drink
- the timings of the food was poor and there was nearly an 1 hour wait.
-The food was cold and we was left waiting without cutlery until asking the waiters several times
- the waiter accidentally spilled a cocktail over our friends white blazer, whilst she was sitting at the table. The manager did not initially apologise and refused to pay for dry cleaning fee . This was disappointing and unacceptable
- the menu had changed, despite us paying for a selected menu
- the cake was still frozen
- we were left waiting for over 1 hour to have our first drink. This was frustrating because wanted to cheers the birthday girl but we was left waiting for an inexcusable amount of time
- An alarm went off several times (I hope this was not fire alarm). The staff did not apologise for the noise and acted like this was normal
- the lights kept turning on and off. And at one point we were sitting in the dark for a period of time.
- the music kept turning on and off making the ambience disjointed and frustrating
- overall the customers service was poor with a lack of management skills

Avoid. Do not book.

A time that you should be excited to celebrate a big milestone, was taken away within 24 hours of my brother’s 30th private Birthday booking. Having made plans to travel there & pay for things you can’t get the money back for was such a disappointment for all coming to celebrate including the birthday celebrant. Especially being told the day before that you forgot they had made the booking, you now have a larger group booked on the same night, the dj HE has paid for, should dj for both rooms whilst he should have the smaller room, offering Prosecco to make up for the mess of a business & not keeping to the original agreement that had been paid for. Very cheeky & shameful of you!!! A lot of people have asked for locations for events & originally I had been looking to celebrate mine, but unfortunately this will be one I will be making sure people stay far away from!!!

Lovely place, food was really nice. The manager was amazing and the ladie that was serving use Natalie, was so professional. Definitely going back. New up and coming location to be at. 5stars and the bouncers where so welcoming, with a friendly face

I went to Masq for a birthday dinner. The food was delicious, the atmosphere was welcoming and the staff were attentive. I had the beef with Jollof rice, it was definitely an explosion of flavours! I highly recommend dining at Masq!