Luna Springs - Digbeth — Restaurant in Birmingham

If I could give less than one star, I would. Since Luna Springs has ignored my email and deleted my comments on social media, I’m posting it here to warn future guests.

I am writing to formally express my extreme dissatisfaction following my hen do on Saturday, 24th May 2025. Unfortunately, the experience we had at your venue was nothing short of appalling, and I feel that my special occasion was completely ruined due to the numerous issues we encountered.

Attached, you will find screenshots of an email chain between my bridesmaid Anna and your staff members Danielle and Jay, confirming that we had reserved a table for 14 people for the 80s event. The email also confirms that table decorations were allowed with no restrictions on what could or could not be brought in. Furthermore, we made a £25 reservation fee for the table, which we understood would guarantee us a designated space for the night, which could be decorated by my bridesmaids.

My bridesmaids arrived at 2:30 PM, as per the instructions given in advance, to set up the table. Upon arrival, they were met with a cold and unfriendly reception from the staff, who were not only rude but also made dismissive comments while they were setting up. Despite my bridesmaids showing proof of the reservation, including the confirmation emails, the staff insisted that there was no guarantee of our reserved table.

While my bridesmaids were able to set up the table, they were met with further issues when they returned later. Upon our arrival, we discovered that guests were seated at our reserved table, and our balloons had been removed. It was clear that the balloons had been intentionally cut down, likely by staff, as the weights were still under the table, and the ribbons were cleanly cut. It is also unlikely this was done by a guest as people were patted down on arrival and it is unlikely anyone would be able to bring scissors or a knife into the venue. We were told by those sitting at the table that they had not seen any balloons when they sat down, which further confirms that staff had removed them.

Additionally, we were informed that staff had offered to clear away the "rubbish" on the table when these guests sat down, clearly referring to the decorations my bridesmaids had carefully put together. This was incredibly disrespectful and unacceptable, especially considering the effort and money spent on the decorations.

When we attempted to speak to a senior staff member about the situation, we were met with rudeness and a lack of acknowledgment of the issues at hand. This lack of professionalism and customer service is deeply concerning. I strongly believe your staff would benefit from further training in basic customer service, including how to handle complaints respectfully and how to resolve issues with courtesy.

Throughout the night, we continued to experience issues with staff, including them throwing away full drinks that had been paid for. In one case, a guest had to retrieve their drink from a bin bag after staff discarded it. This type of behaviour is completely unacceptable.

To make matters worse, the event was advertised to run until 12:00 AM, yet we were ushered out of the venue at 11:00 PM, with staff pushing us towards the exit before we had even collected our belongings. Additionally, the event was supposed to feature 80s tribute bands and confetti showers, both of which were not provided. Instead, we were left with only an 80s playlist, which was a far cry from what was promised.

This experience has left me extremely disappointed, as I had been looking forward to celebrating my hen do at Luna Springs. Regrettably, I cannot recommend your venue to others, as I would not want anyone else to face the same level of disappointment that we did.

I trust you will take this matter seriously, and I look forward to your response. However, based on previous experiences, I fear this email may be ignored, and the concerns raised will go...

Firstly I just wanted to say, myself and 2 friends that attended this bottomless brunch, are very loyal customers of Luna Springs. We have been multiple times throughout the last few years and we love it, one of our favourite places to visit when in Birmingham. However, this experience was hugely disappointing and has really soured our thoughts on the venue.

We visited Luna Springs in May and saw others doing the brunch and it looked so much fun, therefore we thought we would book for August and came especially to Birmingham for it to celebrate a birthday. We arrived at 12:50 and the brunch was still being set up, it seemed unorganised from the get go. During the brunch staff seemed stressed and didn’t seem to know what they were doing, meanwhile other people were rushing around setting up for the Tom Zanetti event after. Not a great experience trying to enjoy your brunch when there are men clattering with ladders and rushing around with boxes etc. The live band didn’t start until 1:30 and were only playing for 50 minutes - abit short considering this is called a 2 hour karaoke brunch. The service was pretty dire, we had to ask for the same order 3 times and when it arrived it was not what we asked for. We enquired about food options and staff were clueless not even knowing what burgers are offered.

At 2:30 security went round to each table and told everyone to leave as there was a Tom Zanetti event starting at 3pm. On our booking confirmation it very clearly says the event is 1-3pm - I have attached. We didn’t even get a chance to finish our food and were given plastic cups to take our drinks with us to sit on the street to finish… shocking (photos attached). Everyone at the venue started chanting “1 till 3!” We clearly weren’t the only ones outraged by being kicked out 30 mins earlier than expected. Spoke to management (who were shockingly rude, unapologetic and again clearly stressed out) and told we were sent an email the day before clarifying we had to leave earlier, however we never received this email and neither did other parties we spoke to that were at the venue.

Overall it was a very dissatisfy and frustrating experience. It felt unorganised, rushed and a quick money making event before the main Tom Zanetti event later that day, which was obviously the main priority. When you’re paying £45 each for bottomless brunch, better service and experience is expected. Sadly, I don’t think we will be returning or recommending Luna Springs to anyone...

We booked and paid £50 each for the Karaoke brunch for a friend’s birthday celebration – only to be contacted and told the event had changed to a “disco divas” event. Not what we had signed up for, and we were refused a refund, told our booking was changed to £35 a head and that we would be given a “credit” (not a refund) for the difference. Already felt like the emphasis was grabbing money rather than customer service, but we hoped for the best on the day…oh dear how wrong we were.

All of the staff looked either bored or lost, and loitered in groups reluctantly coming to take orders when we persisted in getting their attention. Not exactly setting a party atmosphere! There were no drinks menus available, we saw later that most of these had been left on the empty, unused tables.

When we asked for our drinks credit vouchers, we eventually got them, and saw that we needed 2 vouchers for a cocktail. One of our party was driving and asked for non alcoholic lager or prosecco which were listed on the menu – “we haven’t got any” was the response. So he opted for a (very small!) non alcoholic cocktail, only to be told this had a value of two vouchers, ie £10! Another member of the party used the vouchers for a glass of wine which turned out to taste and look disgusting (bright yellow!), we were told rather grumpily this was the only option available and by this point we realised that none of the staff cared about our experience, it was all about ripping us off for as much money as they could con out of us. Yay, party on!

To be fair, the disco divas entertainment had about half an hours worth of good music, the beginning of the “act” involved them walking around and drinking for the first hour, it’s a shame because once they focussed on the party music they began to create a good atmosphere, but it just wasn’t sustained and delayed for far too long bearing in mind the time limit.

I just don’t get why you would treat paying customers this way – you may have successfully conned us out of our money on the day, but in the long term that doesn’t sound a good strategy. We will never come back and I am actively warning everyone I can not to book onto this event, so, being as constructive as I can, I think you need to change the emphasis on providing a great experience – you can make money AND provide good service so everyone wins, you know! Also maybe a bit of research into why your staff look so sad and unengaged at work might help you project the right...