New Flying Horse

Today, with our new 14-week-old puppy, was my first disappointing visit in years. Other dogs were barking, which set ours off briefly, but we were working on training and actively calming and managing him. A new manager I'd never met before, Jess, spoke to us abruptly and dismissively. It was diabolical, the worst service I've had here, and so unlike the welcoming, dog-friendly place I've known. I've been coming to the Flying horse Pub in Wye for years. When my first puppy was young and hard to train, the staff were kind and patient, gave him treats, and supported us while we worked with him. He grew into an excellent restaurant dog, and I've always remembered how helpful they were. The food has been beyond belief over the years, and the service has usually been brilliant. I've recommended the pub to countless people and come back many times. I still highly recommend the Flying Pub in Wye for the food, atmosphere, and long-standing staff, but after today I can't recommend the service from Jess.

The quirky artwork and decorative bits around the pub give it a character of its own. I also like that dogs are welcome, and that amuse bouches are brought out before sit-down meals. Those details make it stand out, get people talking, and keep me coming back. Having been involved with the local community in Wye, I'm glad to leave this review for the Fly as a satisfied member of the public ;) I've visited several times in the last couple of months for food and drinks, and Evie, Eleanor, and Laila have been friendly, polite, and professional every time. Absolutely five stars for the service I've had from them. They're a real asset to the business.

The food was amazing, and I can't fault it. But my friend asking Jess for ketchup was met with a sigh and an aggressive-sounding agreement to fetch some. Jess was so rude that the encounter was unpleasant. We had first been welcomed and offered drinks by Elenor, who was a lovely host. There usually used to be water on the table, but that was no longer there. When my partner went to ask for the bill, she waited about 10 minutes because Elenor was running the bar and serving customers on her own. My partner asked who the manager was because she wanted to complain about Jess, and understood that Jess was the manager. I've been coming here for a few years and used to be greeted with a smile and good hospitality every time, but that's changed. The pub now has such a bad atmosphere that my friends and I won't return. I will be making a formal complaint to Shepherd Neame about the hosting. Shepherd Neame's best option may be to close the pub and get a new manager, because with this manager it will be on its knees.

Wye is lovely, and the pub itself is nice with a good choice of beers, which makes this visit all the more disappointing. Some roasts had run out, and dishes listed on the online menu weren't on the menu inside. When the roasts arrived, items were missing. We mentioned it, but they didn't seem to care. The cauliflower was almost raw. They did apologise and offer a small discount, but the bill didn't include it. In fact, they added a roast to the bill. The reviews are so good that maybe we were just unlucky, but I wouldn't go back or recommend the place, I'm afraid.