Ludo Lounge — Restaurant in England

I visited the Southbourne Ludo and, for some unknown reason, the QR code took me to the ordering page of the Romano Ludo branch. I did not realise this and ordered the egg brunch and a coffee with a hazelnut shot. Service was quite slow. A coffee appeared and I asked the woman who brought it if it had a hazelnut shot, she said yes, so I drank it, despite thinking it did not taste like it had hazelnut syrup in it, and was just a bit confused.

My friend's lunches appeared, mine did not, and my husband's coffee never made an appearance. When we queried this, the server said they had no note of my order, and that the coffee had already been delivered - it turns out that I had accidentally drank my husband's coffee (which didn't have hazelnut syrup) all because the person who brought it blindly agreed it was my order.

I asked to speak to the manager. He was quite indifferent, telling me the server who had agreed it was my coffee is just someone who takes coffees to tables and has no idea of the orders (which begs the question of why would she just blindly agree without double checking first?) And it turned out that I had ordered my breakfast to a branch I was nowhere near. This is my error, I recognise that, but, equally, the manager's response was lacking. He was dismissive, curt, and only took action when I asked directly what could be done. He said he'd call the Romano branch and ask them to refund my order and I'd have to reorder at Southbourne Ludo, which I did. However, he never came back to me about what happened after he contacted Romano. He delivered some beers to our table and I took the opportunity to ask him what happened and he said they'd refund it but it didn't sound particularly concrete and, as yet, I have no email confirming a refund nor any monies returned to my account.

I am going to give it until Monday, if I don't have have money returned, I will take this up further, but I think they really need to work on their customer service and problem solving skills.

Update**

Despite being told I would be refunded, they have taken the money from my bank. I have emailed the Lounge group directly regarding this but will pursue this further through my bank, if needed.

The fact the refund was still taken reinforces my view that the manager of Southbourne Ludo did not contact the other branch or look into this issue further like he promised. The service was extremely poor and training is clearly required in this...

Ludo Lounge, nestled on Southbourne Grove in Bournemouth, is a delightful spot that Katie, Bisxuit, and I have frequented on several occasions. This establishment offers a warm and inviting atmosphere, making it a perfect place for both casual outings and special occasions.

The menu is impressively diverse, catering to various dietary preferences with vegetarian, vegan, and gluten-free options. On our last visit, I indulged in the Nasi Goreng—a flavorful Indonesian-inspired dish that was both satisfying and well-executed. Katie opted for the Halloumi Burger, which she described as a delightful blend of textures and tastes. The portions were generous, and the presentation was appealing.

One of the standout features of Ludo Lounge is its dog-friendly policy. Bisxuit was not only welcomed but also doted upon by the attentive staff, who promptly provided a bowl of water and some treats. This level of consideration adds a personal touch that sets the venue apart.

The interior decor is eclectic and charming, with retro lighting and vintage shades creating a cozy ambiance. There's also a spacious roof terrace at the back, perfect for enjoying a meal or drink during the warmer months. The service has consistently been friendly and efficient, contributing to the overall positive experience.

In comparison to similar establishments in Thailand, where I've spent a considerable amount of time, Ludo Lounge offers a more structured dining experience with a distinct British charm. While Thai venues often emphasize open-air settings and a laid-back vibe, Ludo Lounge provides a cozy indoor environment with a focus on diverse culinary offerings and attentive service.

Overall, Ludo Lounge scores a commendable 72 out of 83 pints. It's a versatile venue that caters to a wide audience, from families to solo diners, and of course, our four-legged friends. Whether you're in the mood for a hearty brunch, a casual dinner, or just a relaxed drink, Ludo Lounge is well...

The food and atmosphere are satisfactory. However, I need to provide a more detailed description of the service. I visited the establishment on a Sunday evening to enjoy drinks with friends who were visiting from overseas, and as a Southbourne local enjoyed visiting other times. We were seated near the back of the bar, downstairs. Midway through the night, a homeless man entered and began verbally harassing us, asking for money. I tried to get the attention of someone who appeared to be the manager, as they were cleaning some glasses behind the quiet bar. They glanced at me but quickly looked away, completely ignoring my request.

Eventually, the homeless man left, and the manager approached us. I informed him that a homeless man had entered the bar and was harassing me and my friends. To my surprise, he responded with, 'So, what was the problem?' Disregarding the fact that the man had freely roamed the downstairs area, bothering other patrons as well. I was taken aback and explained that the man had been quite aggressive, to which he shrugged his shoulders, gave a flimsy answer, didn't apologise and then left. I'm pretty sure he forgot he works in the service industry! Any establishment that permits such incidents is not a place where you would want to dine. I will never eat there again or recommend it to...