Cofio Lounge — Restaurant in Wales

The food was very good. Great burgers with crispy bacon, lots of cheese, delicious small spoon of home made slaw and good skin-on french fries. We also had a side of macaroni cheese (cheese on top but none in the sauce). Then a Monday offer of a free pudding meant we chose an icecream sundae with chunks of chocolate tray bake which tasted like ginger cake (which I preferred, it was yummy), a little toffee sauce and fluffy cream. Happy with all of that. The snag was the service, or lack of. We weren't ready to order after only sitting for a couple of minutes - no offer of a drink to go on with - and sadly I had to ask to place our order having waited about 30 minutes for the waiter to return. You can order using an app, but I like people to have jobs and so I asked for service. Others arriving after us clearly used the app and were served before us. Our dirty plates remained for another age until again, I had to ask for service to order pudding. It took 5 mins short of 2 hours for two courses with no apology. I saw 6 different staff members, don't know how many more I was unaware of. None seemed to have the job of checking on the outside tables. No offer of a second drink, no upselling, very bad business acumen. But the worst thing was the girl serving the drinks handled the top of the glasses where customers were expected to put their lips to drink. This should NEVER happen, shows a complete lack of training which means I worried what else regarding good hygiene was unseen? You never hold a glass at the top, only the bottom. Thank goodness there were straws. In the time of Covid, this is really bad and why hasn't the owner or manager noticed this and corrected it with better training for all? The new waitress was very sweet and the young man who took our order was very pleasant, though not concentrating because he didn't write down the side order until his colleague and my daughter pointed out the omission. The food was tasty and we should have left very happy not frustrated by the long waits and...

I have visited the business multiple times since moving to Carmarthen 4 months ago and have been satisfied each time, with some wait on either drinks or food but nothing abnormal.

However, today I visited and I honestly couldn't have been more displeased. There were 5 members of staff on, to which I couldn't tell you what 3 of them were doing. We waited 5 minutes to be seated when there was no queue and tables available. The same member of staff walked past us multiple times and didn't acknowledge that myself and my partner were even stood there.

Upon seating we proceeded to order our food and drinks via the app. It was relatively busy so we did understand the potential for a wait. I ordered a pint of coke and my partner a hot chocolate, what I didn't expect was my coke to take nearly 10 minutes to arrive having been sat on the counter for around minutes, after the hot chocolate arrived almost instantly!

The food quickly followed which was amazing, however I specifically asked for items to be taken off of the food in which I had ordered, due to slight allergies (which were not asked about prior to ordering and have been on previous visits) and as I went to tuck in noticed hadn't been taking off. I tried to grab the attention of the same member of staff that had ignored us when waiting to be seated but she continued to rush around 'looking busy'.

I honestly do not like complaining about hospitality as I work in the industry myself and understand the issues with staffing and chefs that the industry is currently facing, however I do not understand how the things that I asked for had been ignored. I want to come back but honestly do not think I will be...

I arrived at this lounge for brunch with my wife and 3 year old son, as we arrived we asked for a table for 3, we were seated onto a 2 seater tiny table in a corner next to a 4 seater table, I explained that there was 3 of us and not 2 and can we sit at the 4 seater table, I was rudely told no that they were about to get busy and we can only be offered a 2 seater table, we asked to speak to a manager as our 3 year old son is clearly a person as well and requires a proper seat at a table. We were then informed that she was the manager (Laura)

I find it totally outrageous that a manager would put potential profit from customers not even inside the restaurant over the comfort of customers currently waiting to be seated with small children.

We live in Bristol and have frequented the lounges chain since its first ever lounge, sometimes 2/3 times a week for years, never once have I experienced such bad service and rudeness within the chain. We live 5 minutes from Porto lounge and the management and staff love our son and go out of their way to accommodate us every visit. This is definitely an isolated incident but one that must be looked into as it is letting down the good reputation your chain has.

We certainly won't be eating in this establishment again and have informed our friends with children not to bother.

Edit* the companies response is a lie, there was no que at the door and several 4 seater tables free. One literally next to the table they were...