Comment: Pub pours chances of repeat custom away with its ullage

The Publican's Beer Matters initiative continues to celebrate the best drinks service. It's also important to draw attention to the worst.

This is a cautionary tale about an experience I had last weekend at a pub pouring its chances of repeat custom away with its ullage. The central London managed site had recently had a high-profile re-opening by its pubco owner. But no amount of expensive fixtures and fittings can make up for the exorbitantly priced yet mediocre quality drinks and lazy, disorganised service I encountered.

First up was a 20-minute wait at the bar (to order my sole drink of the afternoon, I should point out, lest you should doubt my impartial sobriety). Glass collectors out-numbered bartenders at a peak trading period five to one. Most of them could be glimpsed having a water fight in a back room.

Finally catching the lone barman, I asked how much a G&T would cost. Around £5, he replied. Imagine my surprise then when I was asked for £7.40 for the completed drink. A drink comprised of a single serve of Gordon's, three ice cubes, slimline tonic and a miserable slice of lemon. So much for perfect serves justifying premium prices.

This is shoddy service that could very easily have been improved. The pub in question is in a tourist hotspot. Perhaps its management is complacent, satisfied at their ability to take the guaranteed flow of tourists coming through its doors for a ride. However, it beggars belief that any pub operator today could afford to throw away trade as this one has.