Hi Kirah, Thanks for your review and I'm sorry it didn't seem to come up to standard for you. Please let me explain some of your points: - We have had troubles with our heating due to having to switch insurance companies, and them not allowing portable heaters - thus we have had a period where we were a little chilly downstairs before sorting the situation. - We never stop serving food an hour before closing, I'm unsure what happened this day and it will be looked into. We stop serving 15mins before close (at 4.45pm). - We start closing off downstairs if it is a) quiet and b) to help us with cleaning after close. We never close when people are seated in the room or if it is busy. This is to ensure staff are able to leave on time. We have a very large cafe and it takes a long time to close down! Apologies once again but I hope this answers some of your issues. Alison