Abuelo — Restaurant in London

I had an unpleasant experience during my visit today.

I sat at one of the big tables, got served my coffee and then I was told I am not allowed to work on my laptop at the table; instead I was told I should move to one of the small (and low) coffee tables next to the window. I looked around and 2 out of the 3 big tables were completely empty, so I asked whether the policy is so strict even when there’s so much free space. I was told that the place is designed as a restaurant. Then not sure why it is registered as a cafe on google maps?!

A couple of minutes later another member of the team told me the same thing. Both times I explained that I would not be able to work from those low coffee tables and I flagged that I wish I was told about this policy before I order. I looked around and I didn’t see any note referring to this policy.

I ended up taking my coffee in a plastic cup and leaving.

Quite disappointing, especially as there was so much free space! Apparently the (hidden) policy is more important than the customer experience, even at an off-peak time. In a world full of remote workers, it’s quite controversial to treat people with laptop this way; you might be missing out on a big segment of the market.

Coffee didn’t taste well either.

The interior aesthetics was pretty and as shown in the photos. Reply to owner's response:

Of course it’s up to you to decide the policy by which you want to operate; the problem is that it was not clearly communicated. I’m hearing your concerns and sharing below what I’ve experienced in other small cafes that I’ve seen working very well.

Some cafes have small signs on the tables, which clearly indicate where (and in some cases for how long) someone is allowed to use a laptop. This makes everyone feel welcome with clear rules, which don’t allow room for dissatisfaction or misunderstandings. Meanwhile, this is also a way for you to control what % of your clientele is there to socialise vs work, to avoid a wework vibe as you mentioned. And you don’t have to repeat the same message to all customers – the sign does the job for you.

You could also establish a rule that during your quiet times you allow more space for remote workers; this would be easy for staff to follow. Some cafes have similar rules for the kitchen shutdown hours and again it’s easy for staff to communicate this to customers.

If you still want to welcome a % of laptop users, I would suggest you offer them a set-up compatible with their needs. A low coffee table is more appropriate for those who visit just for a coffee/chat, rather than a laptop user. A higher table is what a laptop user would appreciate more, e.g. you could allow 1 out of 3 big tables for laptops, which would still ensure a good atmosphere for everyone else. Several other cafes have a counter at the window designated for laptop users.

You are writing “You also mention that it shouldn’t be listed as a cafe if it’s not laptop friendly”. This is not what I said; I wondered why it is listed as a café if the place is designed as a restaurant, as a member of the team advised.

You invite me to remove my review to support a small independent business. I still believe that my review is fair, fact-based and useful for people to know how the café works before they come, to save them the potential frustration. The unpleasant experience didn’t come from the fact that I didn’t like your policy; it came from the fact that I found out your policy after I had paid for my coffee (which also didn’t taste as well as in other cafes). I chose to try your café, instead of going to one of my usual spots, to support a new place and to get a new experience and I ended up paying for a coffee at Abuelo and then going to another cafe and paying for a 2nd coffee.

I do support small cafes daily, because I prefer their vibe and coffee quality. Being a small business though does not constitute a reason for customers not to share negative feedback. I took the time to share some ideas on how you could improve your customer experience and I wish you...

First visit to Abuelo, we came with a buggy at 9.45am on a Sunday with no reservation. We were sat at the low tables which we didn’t mind. However the food came, and it became clear it would be very hard to actually eat comfortably there (two large plates, two coffees, two glasses of water and cutlery). So we asked to sit outdoors instead as there was a proper table, which the staff agreed to, but shockingly there was absolutely zero help offered to bring the food outside. I know it sounds like such a small thing but it was the attitude and vibe the staff gave off. My partner and I took FIVE trips ourselves, back and fro, transferring everything, including our buggy. No staff helped to even hold the (heavy) door, in fact one of them asked me to give it a harder push while I struggled with it holding my plate of food. The scene honestly looked quite ridiculous. I would like to add that the place was certainly not busy, and there were 3-4 staff on the floor who witnessed this.

We felt incredibly unwelcome and it genuinely ruined our Sunday morning. The food was actually good, but our appetite wasn’t really there anymore. Later, I asked for the service charge to be taken off while getting the bill. The staff breezily agreed and settled the payment; there was no seeking of feedback, she did not ask if something could be done better. It all just felt so thoughtless, like as a business in the most prime locations in London - they simply do not care. We will be a customer they lose, but just one in many who will anyway be drawn to the chic interiors and hype it has garnered thus far.

It’s a shame because evidently lots of thought has been put in in the space, the food, the branding, and yet the hospitality and frankly pretty basic service was truly lacking.

I’d like to emphasise this is NOT about the fact that we didn’t get “good seats”, we came without reservation and do not expect anything.

PS: I noticed the responses from the owner on the negative reviews on here - it’s of course fair for you to give your side of the story (yes, people can be unreasonable and the customer isn’t always right), but please note that it’s also completely fair (and a customer’s prerogative) to give a 1 star rating based on just one aspect of the experience. In this case, it is a 1 star for me because the appalling service completely overshadowed the beautiful interiors...

Has potential but seems to prioritize money over customer experience. Small tables available for walk ins, but they rush you so much that the overall experience isn’t pleasant. It’s also extremely loud, unable to hold a conversation even with the other person sitting next to you. Staff came with the payment device to offer us the bill mid through our meal. Wouldn’t recommend. The Abuelo Cubano dish was alright, but at the end of the day, it was just a ham and cheese toastie.

Later edit in response to the owner: I appreciate you’re a small business and I have made no comments on your location or the prices. However, as a small business I believe you should be even more careful and attentive with your customers. The small tables by the window should be waiting tables where one could have a drink until they’re moved to the bar or main tables and not be used as dining tables for two. At the same time, I am paying for the service and queued for a table just the same as everyone else and your waitress came and said to me half way through my meal ‘I imagine you will not order anything else so would you like the bill?’. How’s that normal? Then your staff cleared my table, took away my drinks while I was still there. Sincerely, after your response, two stars feels generous. You should really, really work on your business manners if you want to...