This is mine...

Unfortunately, this isn't the first time I've left Maritimo Lounge disgusted by the way the staff treat customers. The first time, I returned to the bar as my red wine didn't taste right. Instead of immediately resolving the issue, they passed the glass around for various staff to taste/validate my complaint as I looked on feeling like they were deliberately trying to shame me. This was absolutely disgraceful. It was replaced in the end but completely ruined my visit.

Last night, I was given a glass with lipstick on. I asked if it could be changed, and the staff member concerned scrutinised the glass before then giving me a clean one. These 2 incidents alone reflect very poor customer service.

We each then went on to order food in the app. 2 meals arrived, but the 3rd did not. It was ordered first, so we felt something wasn't right. When we got halfway through our meals, my friend went to the bar to enquire. She was told they were really busy and short staffed, and the food would be out soon. We chased it up on several occasions with several members of staff who all said the order is in the kitchen and it would be out ASAP. We chased up again, at which point we were told the order didn't go through, they have just put it through, we asked if they could prioritise it and they said they would try their best. Still no meal.

Then the manager came out, this is when we realised that the order was placed to the wrong table number (the next table), an error on our part but nevertheless, the way we were then treated was disgraceful.

Notwithstanding the fact that we had been told on several occasions that the food was coming over a 45 minute period, the manager then asked if we wanted our money back or to wait for the meal, we asked for both to which he nodded and walked away. The food came, it was nice.

We then went the query the refund at the bar, the manager very assertively said that his colleague had come out with the food, shouted out several times and that we did not hear him (apparently every table looked up apart from us, if he was aware of that I question why he didn't then come over to our table to ask us). We had also told this same person that the food had not arrived. He did not put 2 and 2 together. Had he done so, he would have diffused the situation early on. The manager and this same person then proceeded to argue with us about who was at fault. The manager kept asking if the food was good, which it was, but the service experience is equally important, which he refused to accept. Shocking for someone working in the service industry.

The staff were very antagonistic and created such a scene that WE were then asked to leave the premises. I am flabbergasted at the attitude and treatment of customers.

I have been to many other Lounges before and fortunately have never experienced such pretentious, abhorrent treatment. That first visit, I just put down to ignorance, but to have this on a second visit says to me that there is some serious mismanagement at this establishment.

In all this, there was never at one point an apology! Not for the bad wine, the lipstick glass and the way we were misled (or lied to) about the food order.

Nevertheless, I'm expected that this feedback will be completely ignored!??? I really hope some action is taken, very damaging to the Lounge brand!