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Went for a dinner with friends. Service was really mediocre. Waiter carried our drinks incorrectly, causing them to spill on my jacket and my arm. All our orders came very inconsistently so some people had finished their food whilst others hadn't even received their order. Another friend found a hair in their food to which the server tried to argue that it's not the colour hair of the chef, but it wasn't their hair colour either lol. Another thing which was bizarre was they would go round taking our payments before we even received our food, which gave the impression that they didn't want us there. When asked to take service charge off the bill (rightly so) the waiter argued that "you have to pay it since you're here sitting down in our restaurant" and that it's compulsory ( it isn't!) And he couldn't remove it. Finally they had another party arriving after us and told us to leave, even going as far as removing our jackets from the back of our chairs and aggressively "throwing" them on other chairs so that they could clean where we were, to which we told them there was no need to touch our belongings in that manner. Overall it was a really unfriendly and mediocre restaurant especially in regards to the service, which makes up a huge part of the restaurant experience! Considering the price of the menu and the portions you get, I wouldn't recommend visiting here.
Update: considering it’s been 2 years and your poor attitude towards criticism hasn’t changed says more on your business practices than anything. If I decide to edit a review I made 2 years ago, what’s it to you?!. Rather than trying to argue over reviews, you should be focusing on fixing your customer service, especially since there’s multiple reviews complaining about it. I shouldn’t have to email you to talk about your poor service, that’s what reviews are for…
I did not make the booking, a friend did, so you will not find my name on your system. I’m not sure why that’s so important anyways.
الرد من MASQ London Restaurant and Bar
2025.11.20
UPDATED MESSAGE (2025)
Dear Abi-gayle Brryan
We noticed you only just updated an earlier review that you made way back in 2023.
Back in 2023, we noticed that we couldn’t identify you as a customer that had a booking at Masq, or part of the guests that attended a booking at Masq from the list of names provided for the set menu that was associated with the review.
We then implored you to write us directly just so we can have your details, and just so you can provide us with the correct account of event that resulted to this review, but we never received any email from you.
All we received is another updated Negative review 2 years later today.
What we can only say is this, if you are a neighbour of Masq, and you are not happy with the manner that we conduct any of our business affairs, be kind enough to get in touch directly with us and we can talk over whatever it is, instead of coming online to discredit and disparage our establishment.
If you are a competitor who is writing slanderous remarks about us in form of fake online reviews. YOU CAN ONLY MAKE US BETTER, and we have this to say to you ::: “The best way to kill competition is to partner it.” – Siddharth Joshi
-------------------------------------------------
INITIAL MESSAGE 2 YEARS AGO (2023)
Hello Bryan,
Many thanks for your review.
We have looked up your reservation from our system but couldn’t find any reservation or set menu guest list associated to this name in our system.
But this can be resolved, if you email your booking details to info@masqlondon.co.uk.
Thank you
Dear Abi-gayle Brryan
We noticed you only just updated an earlier review that you made way back in 2023.
Back in 2023, we noticed that we couldn’t identify you as a customer that had a booking at Masq, or part of the guests that attended a booking at Masq from the list of names provided for the set menu that was associated with the review.
We then implored you to write us directly just so we can have your details, and just so you can provide us with the correct account of event that resulted to this review, but we never received any email from you.
All we received is another updated Negative review 2 years later today.
What we can only say is this, if you are a neighbour of Masq, and you are not happy with the manner that we conduct any of our business affairs, be kind enough to get in touch directly with us and we can talk over whatever it is, instead of coming online to discredit and disparage our establishment.
If you are a competitor who is writing slanderous remarks about us in form of fake online reviews. YOU CAN ONLY MAKE US BETTER, and we have this to say to you ::: “The best way to kill competition is to partner it.” – Siddharth Joshi
-------------------------------------------------
INITIAL MESSAGE 2 YEARS AGO (2023)
Hello Bryan,
Many thanks for your review.
We have looked up your reservation from our system but couldn’t find any reservation or set menu guest list associated to this name in our system.
But this can be resolved, if you email your booking details to info@masqlondon.co.uk.
Thank you
"Title: Disgusting experience at MasQ Tower Bridge
My daughter in law hired MasQ for a surprise 40th birthday party, but it was a disaster. Despite confirming we could bring our own food, we were told on arrival that this wasn't allowed we explained to the manager that when we viewed the venue what we where told by the female member of staff his response was "we shouldn't have listen to her she's a nobody" even though all communication with him can be confirmed by email. The manager was very rude and tried to extort £1500 from us to bring the food in so we had no option but to leave the food in the car. When a guest asked about a blocked toilet, he made a racist comment: "what do you expect from you people". We were also given a 'no entry' notice, despite having a private event booked. The prices were also ridiculous - £5 for a soft drink, £10 for a shot, and tried to charge £50 for a bottle of Barefoot wine without warning. To top it all off, he kicked us out an hour early, stopping the music at 2pm despite having the venue booked until 3pm. Please note that majority of the guest was from the black community. Unbelievable service. Would not recommend."
And the message:
"Hi MasQ Tower Bridge, I'm writing to express my extreme disappointment with the service I received at your venue on 14th November. Despite confirming we could bring our own food, we were told on arrival that this wasn't allowed. The manager was rude and tried to extort £1500 from us. When a guest asked about a blocked toilet, he made a racist comment. We were left with no option but to leave the food in the car and were given a 'no entry' notice, despite having a private event booked. We were also charged ridiculous prices and kicked out an hour early. I've posted a review on Google Reviews, Trustpilot, and Facebook. I hope you take my feedback seriously and take action to improve your service."
الرد من MASQ London Restaurant and Bar
2025.11.20
Dear Jennifer Bryan
Many thanks for your review, We are really sorry that your experience was not as expected.
You have highlighted couple of issues about the actual booking and catering arrangement, and even though you are not the one that made the booking with us, we are still going to share a bit of the booking information with you.
BOOKING & CATERING ARRANGEMENT :
——————————————————————
(1) You didn’t confirm in advance with MASQ about any catering arrangement as you accused us.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
RE-ENTRY POLICY:
——————
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
TOILET :
—————
Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
——————————
MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Management Team.
Sandra
Many thanks for your review, We are really sorry that your experience was not as expected.
You have highlighted couple of issues about the actual booking and catering arrangement, and even though you are not the one that made the booking with us, we are still going to share a bit of the booking information with you.
BOOKING & CATERING ARRANGEMENT :
——————————————————————
(1) You didn’t confirm in advance with MASQ about any catering arrangement as you accused us.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
RE-ENTRY POLICY:
——————
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
TOILET :
—————
Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
——————————
MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Management Team.
Sandra
Dear Management Team at MASQ, Tower Bridge,
I am writing to submit a formal complaint and notice of grievance regarding the serious failings that occurred during the surprise 40th birthday celebration I hosted for my husband on 14th November 2025 at your venue.
This event was booked and paid for on the clear understanding that all services and vendors were permitted to operate until 3:00 am. Despite this arrangement, at 1:36 am, I was abruptly informed that the event must end by 2:00 am. This represented a fundamental breach of the terms communicated to me during the booking process, causing significant disruption to the celebration, prematurely halting entertainment, and creating unnecessary confusion and distress for both guests and vendors.
More seriously, there was an incident involving a member of your staff whose conduct towards our guests was extremely rude, hostile, and inappropriate. Several attendees, including myself, perceived the staff member’s behaviour as discriminatory in nature. During the interactions, the staff member allegedly made comments such as “you people” and “your kind,” accompanied by a rude and dismissive tone of voice. These remarks caused considerable distress and were widely interpreted by guests as discriminatory and unacceptable in a professional setting.
While I cannot determine the staff member’s intentions, the comments and conduct experienced were serious enough that they may constitute a breach of the Equality Act 2010 and therefore require an urgent and thorough investigation. Although we do not know the individual’s name, we hold a photograph of the staff member and can provide it upon request as part of your review.
Given the gravity of these issues, I request the following remedies:
A full refund of the amount paid for the event, due to the failure to honour the agreed operating hours.
Appropriate compensation for the disruption, embarrassment, and distress caused both by the premature closure and the staff member’s conduct and comments.
A formal written explanation detailing why the agreed closing time was not upheld.
A full investigation into the conduct of the staff member involved, including the allegations of discriminatory remarks, and confirmation of the steps MASQ will take to prevent such behaviour in future.
Please treat this letter as a formal notice of complaint. I expect a substantive written response within 14 days of receipt. Should the matter remain unresolved, or should no adequate remedy be provided, I reserve the right to consider further action and to escalate the complaint to the appropriate regulatory or legal channels.
I trust MASQ will address this matter with the seriousness and urgency it requires.
الرد من MASQ London Restaurant and Bar
2025.11.20
Dear Afreen Ashraf
Many thanks for your review, we are really sorry that your experience was not as expected.
You are indeed the customer that made this particular booking with us.
This is the first time we are hearing directly from you after your booking.
Without going into details of what you have said in your review.
I would have thought that you would have communicated with us via telephone, or email which is the official channel, and which is how you made the booking.
A member of our team will be getting in touch to discuss this with you.
Warm regards
Sandra
Many thanks for your review, we are really sorry that your experience was not as expected.
You are indeed the customer that made this particular booking with us.
This is the first time we are hearing directly from you after your booking.
Without going into details of what you have said in your review.
I would have thought that you would have communicated with us via telephone, or email which is the official channel, and which is how you made the booking.
A member of our team will be getting in touch to discuss this with you.
Warm regards
Sandra
We booked MasQ for a surprise 40th birthday and the experience was unacceptable. When we viewed the venue, a staff member assured us we’d have private use of the space and could bring our own food. All communication with the manager via email also confirmed this.
When we arrived to set up, the story changed completely. We were told food wasn’t allowed and then the manager demanded £1,500 for us to bring it in - despite this being a private hire booking. We mentioned what the lady told us during the viewing and the manager responded:
“You shouldn’t have listened to her, she’s a nobody.”
If she is “a nobody”, why is she allowed to show customers around, make bookings and give information? Completely unprofessional behaviour.
There was clear disorganisation — a group arrived claiming they booked a table, travelling 1.5 hrs to find the venue closed for our event. The DJ booth didn’t work, so we had to use our phones. We were promised downstairs until 3am but were forced to leave at 2am. Guests were suddenly told they couldn’t go outside and come back in. Drinks were overpriced — £5 for a bottle of water.
The most disturbing part was the racism. When we informed the manager the toilets were blocked, his response was:
“What do you expect from your kind”
Absolutely disgusting and unacceptable.
Only two staff were working for a booking of over 70 people.
Unorganised. Dishonest. Disrespectful. Discriminatory.
This venue ruined a milestone birthday. I would strongly advise others to avoid MasQ, especially for private events.
الرد من MASQ London Restaurant and Bar
2025.11.20
Hayley C
Many thanks for your review, We are really sorry that your experience was not as expected.
You have highlighted couple of issues about the actual booking and catering arrangement.
BOOKING & CATERING ARRANGEMENT :
(1) Yes you are right as the booking is for a PRIVATE SPACE, but you didn’t confirm in advance with MASQ about any catering arrangement and our email to the customer that made the booking clearly states that.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
DJ BOOTH AND MUSIC SYSTEM:
The particular booking indicated that they wanted to have their own DJ, the onus is on the DJ to make sure that his/her deck works with our music system, just like every other DJ that has performed at our establishment.
DRINKS & PRODUCT PRICING:
Drink prices are fixed as stated in every establishment, and we can not be blamed because a customer does not want to pay our prices.
RE-ENTRY POLICY:
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
STAFFING :
We made sure we had the adequate number of staff levels for any booking, including, security, kitchen, floor, and Bar. In your case we have all staff and personnel including the 2 staff at the bar based on the number of guests and workloads for the night.
TOILET :
Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Mgt Team
Sandra
Many thanks for your review, We are really sorry that your experience was not as expected.
You have highlighted couple of issues about the actual booking and catering arrangement.
BOOKING & CATERING ARRANGEMENT :
(1) Yes you are right as the booking is for a PRIVATE SPACE, but you didn’t confirm in advance with MASQ about any catering arrangement and our email to the customer that made the booking clearly states that.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
DJ BOOTH AND MUSIC SYSTEM:
The particular booking indicated that they wanted to have their own DJ, the onus is on the DJ to make sure that his/her deck works with our music system, just like every other DJ that has performed at our establishment.
DRINKS & PRODUCT PRICING:
Drink prices are fixed as stated in every establishment, and we can not be blamed because a customer does not want to pay our prices.
RE-ENTRY POLICY:
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
STAFFING :
We made sure we had the adequate number of staff levels for any booking, including, security, kitchen, floor, and Bar. In your case we have all staff and personnel including the 2 staff at the bar based on the number of guests and workloads for the night.
TOILET :
Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Mgt Team
Sandra
I am writing to formally express my dissatisfaction with the customer service my group received during our private event on 14 November 2025.
Upon raising a concern about the condition of the toilets, the manager on duty responded with an inappropriate and discriminatory remark directed toward our group, which consisted of Black guests. This comment was unacceptable and deeply offensive.
Additionally, several terms that were clearly agreed upon during the booking process were not honoured on the day of the event. These included:
Re-entry policy:
We were informed upon arrival that there would be no re-entry, despite this not being part of the original agreement for our private hire.
Catering arrangements: We had confirmed in advance that we were permitted to bring our own finger food. However, on the day we were told that this would only be allowed with an unexpected additional charge of £3,000. We were further told that the staff member who handled our booking “did not work there,” despite having communicated with her throughout the process.
Event end time: Our booking confirmation stated that the event would run until 3 a.m., yet we were informed that it would end at 2 a.m. instead, without prior notice.
These changes, combined with the conduct of the manager, created a highly unprofessional and uncomfortable environment. There are several additional concerns which we are prepared to raise if necessary.
The behaviour we experienced was unacceptable and reflects poorly on the establishment. I request that this matter be investigated and that appropriate steps be taken to address the issues outlined above.
الرد من MASQ London Restaurant and Bar
2025.11.20
Dear AoKay!
Many thanks for your review, We are really sorry that your experience was not as expected.
The fact that customers think they can post unbelievable stories and unreal account of what transpired in an establishment, with a view that the company can’t defend themselves, or perhaps no one will listen to the company doesn’t mean we will not try to defend ourselves.
You have highlighted couple of issues about the actual booking and catering arrangement, and even though you are not the one that made the booking with us, we are still going to share a bit of the booking information with you.
BOOKING & CATERING ARRANGEMENT :
——————————————————————
(1) You didn’t confirm in advance with MASQ about any catering arrangement as you accused us.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
RE-ENTRY POLICY:
——————
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
TOILET :
—————
Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
——————————
MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Management Team.
Sandra
Many thanks for your review, We are really sorry that your experience was not as expected.
The fact that customers think they can post unbelievable stories and unreal account of what transpired in an establishment, with a view that the company can’t defend themselves, or perhaps no one will listen to the company doesn’t mean we will not try to defend ourselves.
You have highlighted couple of issues about the actual booking and catering arrangement, and even though you are not the one that made the booking with us, we are still going to share a bit of the booking information with you.
BOOKING & CATERING ARRANGEMENT :
——————————————————————
(1) You didn’t confirm in advance with MASQ about any catering arrangement as you accused us.
(2) WILL YOU BE KIND ENOUGH TO POST THE SCREENSHOT OF EMAIL CONFIRMATION FROM MASQ, ADVISING YOU OR AUTHORISING YOU TO BRING YOUR OWN CATERING to the venue.
(3) The email that you have, and we can post for you to see, is that email that we sent to the customer couple of times advising her about finger food packages that we offer, and we asked her couple of times to choose which package that she will like to buy from us.
The customer only kept saying she will get back to us about any package, and she needs to speak to her other family members.
This is the same answer from her Up till 3 days before the party.
(4) In no way, or world will you bring catering to a restaurant without any authorisation or agreement for it.
(5) We can handle that booking by demanding that you pay before bringing your own food into our venue, and I bet you will do the same if you own a Restaurant, otherwise we will be out of business if we continue to allow customers to bring their own food into a restaurant without authorisation.
(6) as with any restaurant, your booking may not be handled on site, but over the telephone and email booking system, which will be in sync. The person you spoke to doesn’t need to physically be present at the venue. YOU WILL ALWAYS HAVE EMAIL CONFIRMATION OF WHATEVER IS AGREED
RE-ENTRY POLICY:
——————
Venue management has the right to refuse admission, re-entry, or eject anyone whose conduct is deemed unsafe or disorderly.
Some of the guests were going to buy drinks at the opposite drinking establishment, which by the time they come back to our venue they were a bit intoxicated and hence disorderly, and the security had no choice but to refuse re-entry.
This is a key aspect of venue policies designed to ensure the safety and comfort of other patrons. (We can take this up with the customer that made the booking)
TOILET :
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Toilet can breakdown mid service without warning, that is why we have bathroom on every floor of the building that can be used freely as you deem fit.
DISCRIMINATION :
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MASQ itself is black owned, and We ensure that our policies are not discriminatory based on characteristics like race, age, sex, disability, etc..
We expect our staff to behave professional and well mannered at all times, and we will always look into any case where a member of staff does not uphold the highest standard that is required of them. We will be looking into this.
In conclusion, we feel as though you may not have the correct information regarding the BOOKING and CATERING ARRANGEMENT which is the key aspect surrounding the booking on the night, because you are not the one that made the booking with us.
We can only apologise for any confusion.
We would love to see you again to change your mind about us, perhaps if you can email us on info@masqlondon.co.uk, I can personally arrange this for you.
Regards
Incident Management Team.
Sandra
It is a lovely place with great west African vibes and food. Had the small chops platter but it tasted a bit too dry and bland.
There are other sections of the restaurant and it’s perfect for private hangouts.
I would definitely love to explore more of their menu
الرد من MASQ London Restaurant and Bar
2025.11.20
Hello Eniola
We built Masq to provide the best possible service to every customer who walks through our door. We can’t thank you enough for taking the time to share your feedback with us and reminding us why we do what we do.
It is reviews like this, that helps other potential customers make more informed decision about where next to dine.
MASQ Management Team
We built Masq to provide the best possible service to every customer who walks through our door. We can’t thank you enough for taking the time to share your feedback with us and reminding us why we do what we do.
It is reviews like this, that helps other potential customers make more informed decision about where next to dine.
MASQ Management Team
Amazing experience in a unique atmosphere with fabulous service and amazing music. There was a party reserving the space on the ground floor, but luckily we managed to squeeze in on their lower level. The lights flickered which was odd but the food was flavorful & spiced to perfection!👌
Seafood pasta is highly recommended. First place I’ve been in years that removes the tails from the prawns (much appreciated) and the bean tacos were an excellent start to our meal.
Thanks to all the staff that made our mildly grumpy family much more jolly and satiated. I appreciate all your hard work and slick outfits!
الرد من MASQ London Restaurant and Bar
2025.11.20
Hello Angel
Thank you so so much. We really appreciate you taking the time to write such kind words. We are so happy to hear how much you enjoyed your visit and hope to see you again soon for some more!
MASQ Management Team
Thank you so so much. We really appreciate you taking the time to write such kind words. We are so happy to hear how much you enjoyed your visit and hope to see you again soon for some more!
MASQ Management Team
Would be 0 but I’m not allowed. Waiting time for food is absolutely outrageous and the portion sizes are unacceptable. Do not offer a la carte for a group booking and forced us to order from a set menu as our sole option. Save your time and money!
الرد من MASQ London Restaurant and Bar
2025.05.04
Hello Elijah,
We checked your name against our customer database and it came back as NIL, we also checked the emails which came back negative as well.
Have you made a booking with MASQ. Are you trying to make a booking and perhaps you don’t like the option that you have chosen.
It will also be a bit difficult to comment on individual booking without knowing your details, or if the booking actually happened at MASQ.
Just so you know that we do not force any customer to go with a Set Menu, we don’t believe any establishment will force you to go with a particular type of booking.
Nevertheless, there are different types of bookings that we offer. You do have some type of bookings that are on a “minimum spend limit” , and partial/full deposit are kept to cover the shortfall if the spend is not achievable.
You also have A Set Menu type of booking which is designed for large booking to make services and catering more seamless, and there is also the a la carte type of booking where you order whatever that you like.
Whichever option you want is completely up to you to decide.
Apologies for the misunderstanding, this can be resolved, can you email your booking details directly to me on info@masqlondon.co.uk, and I will personally deal with this for you.
Regards
SANDRA
We checked your name against our customer database and it came back as NIL, we also checked the emails which came back negative as well.
Have you made a booking with MASQ. Are you trying to make a booking and perhaps you don’t like the option that you have chosen.
It will also be a bit difficult to comment on individual booking without knowing your details, or if the booking actually happened at MASQ.
Just so you know that we do not force any customer to go with a Set Menu, we don’t believe any establishment will force you to go with a particular type of booking.
Nevertheless, there are different types of bookings that we offer. You do have some type of bookings that are on a “minimum spend limit” , and partial/full deposit are kept to cover the shortfall if the spend is not achievable.
You also have A Set Menu type of booking which is designed for large booking to make services and catering more seamless, and there is also the a la carte type of booking where you order whatever that you like.
Whichever option you want is completely up to you to decide.
Apologies for the misunderstanding, this can be resolved, can you email your booking details directly to me on info@masqlondon.co.uk, and I will personally deal with this for you.
Regards
SANDRA
Ir was an amazing moment with friends, good dj, and the food was superb.
Nice place to visit when around London Bridge. Good blend of music and continental dishes.
I look forward to coming again.
الرد من MASQ London Restaurant and Bar
2025.11.20
You’ve left a smile on the faces of our whole team with your kind words. Thank you so much for sharing experience with us. We are grateful that we had the opportunity to serve you.
MASQ Management Team
MASQ Management Team
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.
The members of staff are horrible especially the securities and the manager. They were so rude to us for no reason. They are not professional at all. We Waited an hour get inside, Went here a Bollywood New year eve. Worst customer service, The bar itself has a nice decor but it is too overcrowded, It smelt quite bad, toilets were disgusting and there was no air conditioning but it would take about 15 minutes to get from the dance floor to outside as it was so packed! Drinks were very expensive and definitely not value for money, Won't be coming here again.
