Cortillo Lounge — Restaurant in England

Absolutely appalling experience. Attended on Tuesday 29th Oct. Any day of the week they have a tapas offer on which is 3 dishes for £13.25 or £4.95 per dish, but on a Tuesday if you do the 3 dishes you get a glass of wine for free. I ordered at the bar and the manager took my order, when ordering my 3 dishes patatas bravas, calamari and chicken wings the manager repeated back to me what I’d ordered and we made a joke about the patatas bravas as I can never pronounce it. When the food arrived on the tapas board there was guacamole and nachos instead of patatas bravas so I said to the kind young waitress that the 3rd item was wrong, she took it away and left me with the other 2 dishes and told me she would go and change it, which I was happy with.

20 minutes later the 3rd dish still hadn’t arrived and myself and my friends had finished our food. Another waitress (dark hair, late 20’s) was serving the table next to us so we politely said ‘excuse me’ in which she came over. We explained what had happened and that I was still waiting the 3rd dish in which she responds that it is hectic down stairs and this is why the mistakes had been made. We were all very polite and understanding even though this particular member of staff came across very rude and unhelpful. She then went onto say that her younger colleague who had originally dealt with the problem should have put the amendment through the till and not just told the kitchen as it wouldn’t work. I then told her that I didn’t want the 3rd dish anymore as it was now so late and I was past the point of eating. She reluctantly offered me a refund, returned back with the card machine and offered me £2 back on my card.

Myself and my friends questioned why I was being given £2 when I’d paid £13.25 for 3 dishes and was only given 2. The waitress kept repeating that it was because it was ‘an offer’ I told her that logically she could either refund me for the individual item at £4.95 or divide £13.25 by 3 and give me an equal to a 3rd of the deal. She was adamant she could only give me £2, telling me to go down to the till and look for myself. In the end I thought I was getting no where to took the £2 refund. When the waitress walked off my friend reiterated to me that in theory I had just paid £11.25 for 2 tiny plates of tapas and the refund wasn’t fair.

The young waitress from the beginning came over to serve the table next to us and my friend (nearest to her for ease) said ‘excuse me’ very politely. The girl came over very smiley and we’d explained what had happened and we asked the girl if the other waitress was the manager in which she replied no she is the deputy as such and when we told her about the £2 refund she agreed with us that that didn’t work out and she would go and speak to her main manager. In which she did, then she returned and told us he has asked the ‘other girl’ to come back over to us.

She storms back over and says ‘I have been informed that you have shouted at my 16 year old colleague so I am asking you to leave the premises’. We were all too in shock to speak, at the fact that she thinks and was accusing us of shouting at her colleague when we could not have been more nice and polite. And asking us to leave the premises when we still had drinks to finish, for no valid or apparent reason other then that she knew her idea of logic was incorrect and she had no idea how to deal with customers.

It was an absolute disgrace how the ‘deputy manager’ spoke to us, shouting at us to leave. All blown out of proportion and handled absolutely disgustingly. Myself and both my friends all work with customers in different settings at our place of work and we understand when places are busy it is challenging but you were all given numerous attempts to make things right and you failed. And on top of this you were threatening and nasty. The manager stood back watching it all which I thought was bizarre. No idea of customer service whatsoever. A whole episode of drama over a piece of tapas on a Tuesday night, wow, learn how to deal with YOUR mistakes more...

Popped in on a rainy day for a coffee (flat white) which I requested extra hot. It was one of the best coffees I have had in a while. No matter which coffee place you're in, when you ask for it extra hot you don't always get it extra hot, and these days, a flat white often comes with too much froth - not this one. I liked the little glass cup and saucer too, just the right size.

Shout out to the staff also. I casually mentioned to the helpful waitress that my 20-year old was looking for a summer job and had applied there but hadn't heard back. She got the manager who was lovely. He came right away, introduced himself, shook my hand, explained it probably wasn't Cortillo since they are fully staffed (he did his summer hiring in April) and so not advertising, but the name Cortillo is easily confused with other places -- and then * he gave helpful advice about which other places in Kendal are hiring!*. That's above and beyond for a casual enquiry. Both of these staff members were so nice and friendly.

I'm currently sitting here enjoying the end of my coffee and people watching. It looks like a happy and efficient place. Tables are well spaced and the acoustics are good. The menu looks great, and the food coming out is steaming and yummy looking.

I'll come back with family for a meal one of these days. I am not surprised they are fully staffed, the manager is clearly up on his game (unlike other places these days)....

We were really looking forward to our meals, as everything sounded lovely on the menu, and the decor of the place is beautiful and quirky. Ordered several dishes which sounded lovely, only to be hugely disappointed.

The arranchi was extremely wet in texture, so much so that it should have been served with a straw and leaves a very sour taste in your mouth. I ordered the poached Eggs, which were VERY overdone and had a rubbery texture. The bun on the burger wasn't toasted so it soaked in all of the juice from the sauce and the burger. Patatas bravas was not hot just tasted like paprika was added. No pita with the whipped feta which we where expecting.

Staff nowhere to be seen so did not have the opportunity to ask for something else or for the problem to be rectified. It is difficult to rate service when there is no service. You find your own table, order through an app and staff do not check how your meal is.

You order on your phone via QR Code, which is fine, however paper menus seem rather cheap in comparison to the decor and atmosphere of the place. Overall, extremely disappointed and will not...