Coltello Lounge — Restaurant in England

Dear Management,

I’ve been to many places, but my experience at Cotello Lounge last night was beyond belief. I’m absolutely disgusted by the treatment I received from your staff member, Layla. I’m not one to usually complain, but what I experienced was so bad that I feel compelled to inform you just how horrendous it was. If this is the standard of service you condone at your establishment, I don’t see how you’re even staying in business.

First of all, Layla greeted me like I was an inconvenience, not a customer. No smile, no "hello," just a rude, uninterested stare. When I tried to ask her about the specials, she huffed and rolled her eyes as if I were somehow wasting her precious time. It’s honestly hard to believe anyone could be so openly dismissive in a service job. The sheer audacity of her attitude was unbelievable.

It only got worse. I ordered a cocktail, and not only was it poorly made, but she also had the nerve to argue with me when I told her it wasn’t what I’d asked for. She practically accused me of lying, and when I politely requested it be fixed, she slammed the drink down in front of me like I was some kind of burden. Absolutely unprofessional.

Let’s not even talk about the time she ignored me for a solid 15 minutes while I tried to get her attention to pay my bill. She walked past me multiple times, pretending I wasn’t there. I finally had to wave my arms around like a lunatic just to get her to acknowledge me. When she finally came over, she acted like I was somehow inconveniencing her by wanting to pay for my drink. I’ve never been treated like this anywhere.

I truly can’t understand how someone like Layla is even employed at your lounge. The entire experience left me angry, embarrassed, and disgusted. If this is the level of service you consider acceptable, you have a serious problem. I will NEVER be returning to Cotello Lounge, and I’ll be sure to share my story with anyone who will listen. Frankly, if you want to keep any kind of customer base, you need to take a long hard look at the people you’re hiring.

I expect a response from you, as this was nothing short of an absolute...

21/05/2025 about 16:45 I arrived.

It seemed to me that unless you have a British accent, Coltello Lounge doesn't want your custom.

Seeing as it had a 4.3 rating, I had chosen Coltello Lounge as my first port of call. Traveling since 5am, only off the plane an hour and starving. The place wasn't busy and I was told I could have any seat. Over 30 minutes I waited to be served and wasn't. In that time 3 other customers came in, were escorted to their seat, their drinks orders were taken at the table and brought down, two staff members served that table. Both staff members walked past me several times ignoring me. I walked up to the register with a menu to order, the three staff behind the counter walked away. I returned the menu to the table and left.

My experience in Lanzarote, finding the cockroaches in the parmesan cheese is more appealing than darkening the door of Coltello Lounge again.

The establishment next door was a much better experience. Polite, courteous staff who engage with the customer. Go there instead

The only positive thing I can say about this experience is the light fixtures and the art work made an initial pleasant impression. But then again, a polished turd is...

Been here a couple of times now and the food is exceptional. The place itself is also lovely.

The only downside sadly is the lack of service. We stood there the other day waiting at the "wait here to be seated sign" - bearing in mind the place was very quiet -and yet the girl at the bar didn't even acknowledge us even though she could see us and a manager I presume sitting down had to eventually ask a member of staff to greet us.

Food again was great both times we've been, however I then asked about the signs they had around the place regarding Christmas and new year's events and was told "you're asking the wrong person I have no idea" twice by two different staff members. So why advertise a function or event that the staff aren't even clued up on? Surely you're going to get customers asking about it? Didn't make a bit of sense to me at all.

The lack of service really puts a dampener on the...