5 months ago
1 star Really disappointing and upsetting experience at Palms. We paid the entry fee, went downstairs, bought drinks, and then my partner asked a security guard where we were allowed to go with our drinks if we wanted to smoke a cigarette. The security guard downstairs indicated that we could go back upstairs to the street. When we got upstairs, the security guard on the door — a tall man with a beard — immediately became aggressive and told us we couldn’t have drinks there. I explained that his colleague downstairs had specifically told us it was okay, but instead of handling the situation professionally, he became abusive, swore at me, and spoke to us in a completely unacceptable way. I understand venues have licensing rules and security staff have a job to do, but customers should not be abused for following instructions given by another member of the venue’s own security team. The issue could have been resolved calmly in seconds. Instead, we were treated with hostility and disrespect. We felt so threatened by the way he behaved that we left two full drinks on the stairs and departed the venue immediately. We had paid entry, bought drinks, and then left almost straight away because the security guard’s conduct made us feel unsafe. A venue on Oxford Street should know better. Security staff are often the face of the business, and this interaction completely ruined the night. Based on this experience, I would not recommend Palms.
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