La Luna — Restaurant in Wales

Absolutely Fuming!! 😤 I had an Area Booked Upstairs, called “The Cwtch” for Prosecco Brunch, for my 40th Birthday 🥂 Paid Deposit (£50) for Room (June 22nd) I was told that this “may” move to Another Room due to Final Numbers & Party Size 🤷🏽‍♀️ which I Understood & thats Fine, because all Rooms look Great, it’s just “the Cwtch”was my Favourite 🙏🏽 However, having Rung them today (June 28th) to give them Final Numbers & to pay The Total Balance for Us all for the Brunch, I was told that the Room now (& all the Rooms Upstairs) are now All UNAVAILABLE due to a Private Function that’s been booked 😳 When I asked when this was Booked, because last Week when I made my Booking, the Diary was Ok to do so….. The Boy I spoke to said “this Week” so AFTER I had Booked & Paid the Deposit for the Room, & Date that I needed. They Sacked Me, and many Others Off, to Accommodate this Other Person….. How Unfair is that, on the People that Booked FIRST!!!! 👎🏽 The Boy then went on to say, “they’ve paid for it all” Really???? So because this Person had Money and Paid for Everything Upfront & in full (which I do Understand to some Extent) that gives You the Right to Sack Off the other People that have Already Booked, & give him Priority 🤷🏽‍♀️

& what’s Worse, is they didn’t even Ring Me to inform Me of this. I rung them to Pay the Balance Owed, for what I had Booked & then after they Told Me about the Confusion, they didn’t even Ring Me back, when they said they would, to Discuss the Alternatives, so I had to Ring them AGAIN. On the Phone the Boy told Me that he would either be Relocating ALL the Bookings from Upstairs, elsewhere (to the Restaurant downstairs) or they will be Happy to Refund the Deposit!!!!!

I have Never Ever left a Bad Review on Anything or Anywhere, however This Situation has Upset Me so much……it was my 40th. My Family & Friends all kept this in their Diaries, for my Birthday Celebrations.

I am so Dissapointed, Especially since My Partner & I, had been to this Place, twice in the last Month. We went Once for Food & went Once for Cocktails, and they were both equally Amazing!!!! I Booked this Place Because of how Lovely the Drinks were & how Stunning the Food was, & Because I fell in Love with the Rooms Upstairs & I genuinely thought it would’ve been a Perfect Venue to Celebrate with my Family/Friends.

But how Wrong I was…..

Out of Principle I will NOT be Returning here or Recommending this Place to Anyone, knowing Now, how Poorly they Treat People. Despite how Stunning the Decor is, or how Good the Food and Drinks are. It’s Totally unacceptable to Treat a Paying Customer this way and change, Sorry “Ruin” Someone’s Plans after they’ve Paid a Deposit to Secure them, in the First place.

After Speaking to Another Member of Staff regarding this Issue, she Confused Me with another Booking from the Same Night that also had to be Cancelled. A Hen Night!!!!

La Luna did offer Me Alternative Dates, but as with Adult Life, None of my Family/Friends could Make that Date, hense Why we agreed & Booked the Date that we did, so they ended up giving Me a Refund. Which I’m Thankful for, even though this is all their Fault & out of my Control, however I am so Disappointed that a Place could do this to People/Persons and would Warn anyone to be very cautious to Book here, due to the Nature of this Establishments management.

Poor Management & Shocking...

A really mixed bag on all aspects.

Was seated quickly at time of booking, Wednesday evening, not fully packed. A nice environment.

The Chateaux Briand steak deal is £80 for a mixed sharing platter. We asked about the size of the steak, my partner and I agreed anything less than 24oz for that price and 2 people isn't worth it. The manager (assumed) came to take order, again I queried the size of the steak, he says maybe 17/18oz... For that value I'd say that's a single portion, first instinct is the prices of steaks is very bad value for money. I asked if there's any flexibility in increasing the 6oz steak on the 3 course deal menu, I was met with a flat response of no.

Starters; fish cakes and crispy beef. Both were fantastic, really couldnt fault it. Fair portions for value.

Mains; x2 6oz Sirloin steaks. They were both cooked reasonably, rare and medium, but... I've had better steaks in Wetherspoons for £4. I could taste the griddle pan more than the meat. I've had a lot of good steaks, and for the price of those on their menu, I'd be furious. Chips, good, Cauliflower and cheese was not bad.

Deserts; Baked Cheesecake and Tiramisu, both lovely if a bit small.

Cocktails were brilliant, Moretti on tap quite nice.

However, I can still taste their grill pan even once home.

Service by waitesses was great, nice people and respectful. Waitress was fair about the terrible steak being that I only ate 3 bites and left the rest, I believe she removed one of the courses from the bill. Service by the manager was rude, we felt if we spoke to him about the steak he'd say my opinion was wrong, however he was super friendly and entertaining over at the table of 12. No apology or even addressing the bad steak even though he came to take desert orders.

Decor is nice, cool tables and very comfortable seats.

In summary, the waitesses and good starters/deserts made this not a 1 star review. £100 bill for 2 people, would expect more than a medallion of disgusting steak for that. We'd visit again for cocktails,...

We travelled over an hour to visit la luna after hearing nothing but good things for my partners birthday, but we were left very disappointed with most aspects of our visit and booking experience! I had to ring the business to confirm the booking had actually been made after booking online because we were a party of 6 i had to request a table as deposit was required. When we arrived we had a drink upstairs which was the best part of the whole night, very good vibes! I had checked in downstairs and was told we would be collected when our table was ready, I then had to go double check 15 minutes after our booking time what was happening and our table was there ready but we had been left. Food was ok, but nothing special. Lots of staff standing around not doing much which was strange for the size of venue. When our bill came I had a question about the deposit as 2 of our party had to cancel due to a family emergency and their deposit was missing from the bill, I had contacted the business hours prior to let them know they would not be attending so any adjustments could be made to the seating plan for the night. Unfortunately the host/manageress was very unhelpful and I felt like she couldn’t be bothered to speak to me about this and was very dismissive. The only thing she said was there was a 48 hour requirement to cancel any person off the booking. After getting back home I checked their website and went through all emails between us and there was no mention of this on any. I have tried to contact the business Facebook page to discuss this matter further but sadly have been again been completely ignored as I can see they have seen the message! We will definitely not be returning or recommending this business...