Torello Lounge — Restaurant in Wales

Firstly I would like to say I love this place! - I’ve been coming on and off for years with my family but the last two times we have been the food is no longer at the high standard it once was.. ( not all the food- certain items) For example the chips are delicious! The milkshakes are gorgeous! - a couple of weeks ago when I came I had buttermilk chicken and it was burnt and looked like “road kill” and was tasteless.. again the chips were gorgeous! - the milkshake was gorgeous! - my sister who also came said her breakfast ( which is normally our “go to” she said was “underwhelming” when I said maybe I should have ordered the breakfast.. and she then listed complaints about the breakfast to me. Disappointing! Normally delicious! :( Yesterday I visited me and my kids and I tried steak and chips and it was awful! For £19 something! - the steak was chewy ( altho I did ask for “well done” but I feel this was more the actual cut of meat..I even struggled to chew it the texture was just bad of the steak & then the sauce on top was awful and greenery on the plate with cheese on top that was also awful and not a good combination of items together. Chips again were delicious! - milkshake was delicious! - my son polished off his burger but my daughter who I ordered a burger for couldn’t eat hers and left her food. She said it “tasted weird” so I left without fully eating my meal and my daughter didn’t eat her meal.. it was only my son who ate his meal. ( and my son had his burger completely plain so I’m guessing her salad ect must have been tasteless and unpleasant like mine) it’s such a shame as I really did enjoy coming here and the food used to be the best in the area but the last two times we have been it’s Been expensive to not have eaten your meal! - the reason I didn’t say anything both times is the service has also been some what lacking too, very friendly staff but the time We came with my sister after waiting awhile for the pudding was then told we where being refunded as they didn’t have it & was then brought a spoon for the sundae and then a further 20-30 minutes for the sundae to arrive so you started to feel a little “forgotten” about, I’ve added this review in the hope they will see this and look into improving the food as we love the place! - my sister also came last night with friends and she had very “mixed reviews” about the food they had tapas and other things and she some was awful but the chicken wings where delicious! - you are onto a winner with your chips and milkshakes and the sundae was delicious! - my son enjoyed...

Just awful atmosphere and service. Been to Torello lounge a handful of times before and it’s been great. Which leads me to assume it has been taken over by new management or they have employed a bunch of new staff who hate being there. I was greeted by a bald man. I asked whether there was a table of 4 available to which he says “No we have nothing at the moment.” I asked roughly how long it’d be until a table became available (usually restaurants have a rough estimation - having worked in hospitality myself I know he could’ve told me the typical turnaround time) which simply could’ve helped me decide whether to wait or come back later. But he impatiently responded “we clearly can’t kick customers off tables, so I can’t tell you that. It’s up to when they leave which I obviously can’t predict” pretty passive aggressive. Seemed rude and unnecessary when I was being pleasant. Maybe he hated the idea of more customers? Not good for business either way. But considering the lack of alternative in Prestatyn - we reluctantly came back 10 minutes later. God hope you never get any competition around you, because that will be the final nail in the coffin for Torello I imagine. The food was inconsistent to previous visits - the Patatas Bravas resembling the pale, starchiness of oven chips. It seems they’ve changed their menu to appeal to a more basic palate. Tapas should never be compromised…they’re small plates and need the flavour. I had the mango margarita which was a lovely lovely drink, definitely recommend. I later ordered a watermelon iced tea though, which was so syrupy it was undrinkable. My glass looked like a snow globe with the thick sugar swirling around, impossible to mix in there was that much. So I asked for it to be changed, to which the bar tender said “we shouldn’t do that but we will this once.” Is there much need to disclaim that if you’re doing it anyway? Not very friendly staff, the only saving grace was the wonderful woman who brought our cutlery over (dark hair with arm tattoos). Wish she’d served us all night. Smiley, bubbly, inviting, she was the only member of staff who made us feel we weren’t doing something wrong by being there. It’s a shame because I’ve always held the place in high regard but that experience has tarnished that. Just awkward when staff project such negativity. I understand the pandemic probably has left a lot of hospitality workers lacking in patience. Maybe it says something about how they’re treated by the company? Either way, it all needs...

Been here a few times and always had a great experience can’t fault the food, it’s always great, but today I went and it was an absolute nightmare we were sat down waiting for our food to come and as the waiter was explaining what everything was and if we needed anything he and we were rudely interrupted by a horrible couple who were shouting over the member of staff and was rudely pointing and stood over me and my mum and looking down at her and our food that had only just touched the table not in a subtle way ether he was physically standing over us, we didn’t say anything at the time but he and his wife were continuously staring and pointing at us getting up to look at us, constantly interrupting our meal and staring intimidatingly, standing up and grabbing one of our menus, although they had their own, and we were going to order dessert, but we felt as though we couldn’t, and we had to rush our meal, and as we were leaving unbeknownst to me this man said to my mum “enjoy that did you” in a rude, condescending and aggressive manner, I have never experienced this kind of trouble at Restaurant, I feel as though a member of staff could’ve come over and moved them elsewhere, as they could see they were causing trouble, this experience has really put me off dining in a small group as we were made to feel unsafe and unwelcome via rude aggressive,...