Hair in the food on a family birthday — and the follow-up was worse
We chose Umu specifically for my daughter's birthday celebration. It is one of London's most established Japanese Michelin-starred restaurants, and I wanted the evening to be memorable for her. I am writing this review because it ended up memorable for the wrong reasons.
The room is beautiful, the floor team was attentive, and several of the dishes we were served were genuinely good. I want to be clear about that, because what follows is not a reflection of the entire team's effort.
During the meal, my family found a hair in one of the dishes. The team was made aware immediately, apologised, removed the dish, replaced it, and took it off the bill. Those are the appropriate steps and they were taken without fuss. They are also the bare minimum any restaurant — Michelin-starred or otherwise — would offer in that situation.
What I had hoped for was some recognition that this was a birthday celebration, not an anonymous service incident. We had chosen this venue specifically for the occasion, and a hair in the food during what was meant to be a special meal is not quite the same as the same incident on a random midweek lunch.
Following the visit, I wrote to the General Manager, Nicolas Brun, outlining my concerns. The reply I received described the immediate on-the-night steps as a "gesture of goodwill" and assured me that hygiene standards at Umu are "extremely high." There was no acknowledgement of the birthday context, no personal note from anyone in the kitchen, and no offer of any meaningful gesture. It read as a templated complaint response that could have been sent to any guest about any incident.
Both the hygiene lapse in the room and the dismissive nature of the follow-up reflect a gap between the standards Umu publicly trades on and the standards it actually delivers when something goes wrong.
I don't write negative reviews lightly. We were prepared to overlook the incident on the night because of how the team handled it in the moment. It is the post-visit response that has prompted this review.
We will not be returning for a special occasion.