Papa Nino Customer Service Promise

Our Customer Service Promise makes a commitment that we will…

  • Treat everyone with fairness, courtesy and respect
  • We try our best to deliver a great service and welcome feedback.
  • Meals are always checked a few minutes after they are served to ensure your order is to your satisfaction. Eg. Steaks are cooked exactly to your stated preference (If you are not satisfied or not checked, please attract the attention of the waiting staff)
  • Always aim to put things right, say sorry if we get it wrong and do our very best to ensure your evening is one you wish to remember, not one you try to forget!

Reservations Rules & Information

  1. Lobster Thermidor/Salad MUST BE PRE-BOOKED at least 48 hours in advance (we can not guarantee availability)
  2. We DO NOT accept cards – cash/cheque ONLY
  3. We are unable to accommodate children under 5 years old
  4. Reservations between 20:00 – 20:45, Minimum age requirement 16 years old
  5. ALL reservations require a credit card – a £30 fee is charged, per person, for all cancellations (NO FEE for cancellations with a minimum of 24 hours notice)
  6. If you are more than 10 minutes late your table may be released to other customers and your card will be charged in accordance with our cancellation policy (see 5 above)
  7. By completing our reservation form, you agree to receive an SMS reminder the day before your reservation.
  8. Papa Nino supports the government’s ‘Zero Tolerance‘ campaign (see below)

ZERO TOLERANCE

Papa Nino takes it very seriously if a member of staff or one of our customers is treated in an abusive or violent way.

Papa Nino supports the government’s ‘Zero Tolerance’ campaign.

Papa Nino will not accept or tolerate any violence, aggression and unacceptable behaviour towards its staff or customers. Any such act/behaviour will result in appropriate action, including being asked to immediately leave the premises and, in extreme cases, the Police being contacted.

We would like to ask you to read and take note of the occasional types of behaviour that would be found unacceptable:

  1. Physical assault is – ‘the intentional application of force from one person to another, without lawful justification, resulting in physical injury, personal discomfort or damage to property’ Eg. pushing or shoving
  2. Non-physical assault is – ‘the use of inappropriate words Eg. swearing (including, but not exclusively, verbal/written/social media) or behaviour causing alarm, distress and/or constituting harassment’ Eg. Racial abuse, homophobia or sexual harassment
  3. Persistent unacceptable behaviour – refers to behaviour both within one contact and/or a number of separate contacts over an undefined period (this includes telephone contact)’ Eg. Making unfounded accusations

We ask you to treat our staff courteously at all times.

Anyone who is the victim of abusive, may be reported to Devon & Cornwall Police as a criminal offence under the Public Order Act 1986, especially if it is with threats of violence or actual physical abuse or violence.

Non-emergency: You can contact Devon & Cornwall Police on ‘101’

or email: [email protected]

Emergency: Dial ‘999’ immediately.

Devon & Cornwall Police website: https://www.devon-cornwall.police.uk/

If you witness any non-emergency incidents or crimes, please report to Crime-stoppers by calling: 0800 555 111, or use the anonymous online form:

https://crimestoppers-uk.org/give-information/forms/pre-form