Costa Coffee — Restaurant in Rugby

Never ever go to this Costa, it is beyond appalling; it is so disgusting, I'm struggling to put into words, my experience today.

My husband and I popped along with my wheelchair-bound 91-year-old mother, for a little light lunch.

We arrived at around 1:30 pm on Sunday 23rd of March 2025, to find the place surprisingly quiet. Given that it was a Sunday lunchtime, I would have expected the place to be alive with families and couples.

We had in fact tried to find a table at the Lutterworth Costa, but it was so full, with no sitting room, we came along to this branch, hoping they would be able to squeeze us in.

There were 3 members of staff on duty (2 young ladies and a young man), and only about 6 or 7 occupied tables, including us.

We ordered 3 drinks and 2 toasted sandwiches and a toasted croissant.

The food came quickly enough and was pleasant.

After my mother had eaten half of her sandwich, she indicated she needed to go to the lavatory, and as she is in a wheelchair, I have to help her out with these things.

We got up, and as I was heading towards the lavatories, the young man on duty, jumped ahead of us and said sheepishly, "I just need to check if they are clean". As it was so quiet, and there were 3 members of staff on duty, I was a bit surprised that this needed checking on first, but I just assumed he was being super-diligent.

He turned back to us looking embarrassed, and I said "is it dirty?", to which he responded "yes" and then "lucky me". He walked to a nearby cupboard, collected a dustpan and brush, went ahead of us again, spent literally 10 seconds sweeping something from the floor, and then moved back to allow us to access.

I pushed my mother's wheelchair in to, what can only be described as, the most disgusting public lavatory I've seen, in my 60 years of living.

It sounds like it must be exaggerating doesn't it (so dramatic!) - but not only were the scraps of paper all over the floor, so much worse than that, there was urine everywhere. I don't just mean a little drop or two on the seat where somebody had not been careful, I mean the floor was literally swimming in urine, the toilet seat was covered in urine, the lavatory bowl had urine in it with no toilet paper, it was quite literally, like somebody had embarked on a highly successful 'dirty protest'.

Now, as if this was not enough, the fact that this young man had seen the appalling mess, he clearly must've known what it was like, which is why he jumped ahead of me to "check", but then to think that it was acceptable for me to not only to walk into that disgusting room, but allow my 91-year-old disabled mother to sit on a toilet seat covered in urine, almost left me speechless with outrage.

How dare you treat your paying customers with such disrespect, moreover, how dare you treat any other human being with such disrespect? It is unforgivable.

There is no world in which I would allow anybody to be subjected to such a monstrous, nauseating experience, and the management at this specific Costa, should be either, immediately dismissed, or sent away on a course, to teach them the fundamental rights of human beings, and particularly how that relates in a hospitality setting.

Surely, it is simple? Would you sit on a toilet covered in urine, while your feet sat in puddles of urine?

Would you allow your 91-year-old disabled mother, or grandmother, to sit her behind on a urine covered toilet seat, while the wheels of her wheelchair wallowed in urine?

You were not busy. When you opened up that morning, either, nobody bothered to look at the lavatories (not acceptable), or worse, looked at the lavatories, and could not be bothered to do anything about them...

Arrived to two very sour faced staff who clearly did NOT want to be at work!! Not a good look for the store!! The staff were rude, the girl serving me refused to redeem the free drink off of my costa card, instead of arguing I just paid, I was travelling I don't have time for that nonsense. I ordered 2 drinks one being a large iced chai latte. When the drink came it was a hot chai latte, I told the girl she had got my order wrong and she actually had the audacity to roll her eyes at me!! Seriously!! Without a hint of an apology she spun on her heels and went to change it bringing me back a medium iced chai latte. I'm not sure of the pricing structure but there was no explanation that you don't offer a large iced chai latte, no price adjustment, no offer of letting me have the hot chai latte that had been mistakenly made, my drink was literally just thrust at me with a foul scowl. Not the service I expect from Costa Coffee and in future I will walk away without buying and go elsewhere if this is the way your staff choose to act when I come to your stores....

Popped in for a hot chocolate and somit to nibble.. friendly staff. Plenty of seating with clean tables. 👌 very tasty hot chocolate with oat milk. Really nice Wiltshire ham and cheese toastie, was very satisfied. I noticed a dog bowl out the front entrance with water in for your dogs. Disabled parking was a disappointment. Only 2 Disabled spaces and sharing car park with other business. We went later in the day so luckily Plenty of spaces to park. I would definitely stop here again for...