Lupo Lounge — Restaurant in Wolverhampton

How hard can it be to serve a customer food? I had the most Kafkaesque experience at this place just trying to get dinner. There were several obstacles, to the point where I feel like I was actively being discriminated against.

1. I ordered shakshuka which BTW has onions in it even though this is not disclosed on the menu. When I was told that it's "made in batches" (aka not fresh!) and the onions can't be taken out, I asked for a refund. This will take 3-5 working days to be back on my account, I was told.
2. So I took some money out of my savings so I could actually buy food, and decided to order the poached eggs, which for some reason took almost 1 hour. The rest of my group had had their mains and desserts and we had been at this "restaurant" for over 90 minutes at this point and I was still starving.
3. After asking a waiter about it, I finally received my food, and it was not worth the wait. The crumpets were cold, dry and untoasted, the mayonnaise tasted like mouldy vinegar, the spinach looked like it had been run over by a car. I can't believe I paid £9.25 for that.
4. That's not all!! I then wanted to order a dessert and the lovely lady at the bar did not seem to understand the difference between an allergy and an intolerance. I have an intolerance, so I can have small amounts of soy, I just can't eat something that is entirely made of soy. Which is why I asked what type of milk was used in the dessert. Several times. All I got was a standard reply "we can't guarantee anything, we don't know what it says on the packaging". Okay but surely you could tell me what type of milk the kitchen uses, dairy or soy? I asked several times, and was met with an inexplicable resistance and increasing rudeness. If it were made fresh, they would know without hesitation.

Everything I've experienced at this "restaurant" today has led me to believe that they don't actually make fresh food, they just slap something frozen from somewhere else on the plate and charge you £10-20. It's quite frankly disgusting.

Now I'm getting a chocolate bar from the petrol station before I pass out from hunger. Never coming...

Been here about 5 times but today was a real let down. The one thing that has always been a positive has been the drinks. I always have a sherbet lemonade, today it just tasted of soda water. They usually look quite appetising yet today it looked and tasted completely different, my partner also agreed. When we ordered it took forever to get the drinks to our table considering it was a Tuesday afternoon, not busy at all, for 2 people. We stood at the door for awhile waiting to be seated as the sign said to then be told to sit anywhere. The staff were dressed in gym leggings and hoodies. Not presentable or professional at all and they looked completely fed up/tired. The phone was ringing on and off and noone picked it up. It was slightly annoying the entire time. When our food arrived the egg was severely undercooked on one meal, the chef hadn't followed the instructions of what we wanted changed on the other meal (no slaw, no salsa, etc). We never had a check back on our meal therefore there was noone to speak to. We weren't offered any condiments for our meal. We noticed a couple flys around our food at one point and the couple next to us also started swotting flies away. The garlic flatbread we ordered tasted of nothing. Really shocked, we don't have a massively high expectation but I feel these are the bare minimum aspects that were missed. I've had some great meals/drinks here but this time I was shocked to see how the place has gone down hill since our last visit. I'd love to come back when the standard has risen again but for now I will leave it at this. I hope...

I had previously rated Lupo Lounge 5 Stars based on many previous experiences.

However, after a visit today (14:30 22/9/21) I am left more than a little disappointed, hence my re-edit.

There appeared to be very few staff around so we looked for a vacant table, this wasn’t as easy as you would think. There wasn't one table on the ground floor that was free of previous customers, ie plates, glasses, cutlery, food debris etc. The place was a tip.

The upper floor looked to have been sectioned off and out of use.

We eventually found a table that was the least congested but then had to ask at the bar for fresh menus as the ones on the table were literally stuck to the table. No one came forward to offer to clean the table.

Anyway, we looked through the menu but after 15 mins or so no one had come to take our food or drink order so at that point we left.

There did seem to be a severe lack of staff but that isn't a reason for such poor service and standards of hygiene.

The food and hospitality sector is a competitive one and the Lupo Lounge isn’t the cheapest to eat but had previously had the edge in the level of service it offered. However, you are only as good as your last performance and based on this visit it was poor and any consistency had disappeared.

We quickly found a nearby alternative that offered a decent menu and welcoming staff at a reasonable cost.

Would I visit Lupo Lounge again? maybe I would give it another try based on previous experience but it does have a lot to do to...