The Island Pool — Restaurant in Wyre Forest

Initially posted on Facebook on 21/09/2025 but my review was deleted.

We visited today as a party of 15…. The table was booked for 2pm. However, upon our arrival the table was not quite ready… we waited approx 10 mins to be seated which seemed reasonable. We then had approx a 20 min queue to pay for our carvery, order drinks, etc. We then had a further 20 min wait for the carvery which all seemed reasonable. Service at the carvery was a little slow but it was Sunday and busy so no complaints. We finished our food and had ordered puddings but due to paying separately not all the food arrived at the same time. A waitress came over to our table at 4pm to advise that our 2 hour slot was over and the table was needed for the next party. I don’t think she was aware that some of us were still waiting for food. We agreed that one of the tables could be removed, during which time my mother, who is in her late 70s and has problems with confusion, kindly commented to another young waitress that she did not think it was good manners to be removing our tables before we had finished eating. I told the waitress that it would be OK and not to worry about it as we would be leaving shortly. The waitress walked away and we quickly ate the remainder of our food.

Unexpectedly, we heard a loud voice shout from across the bar, “WHO MADE MY WAITRESS CRY?” A little confused, we advised that we had commented that we didn’t think it was appropriate to ask us to leave before the food we had ordered and paid for, had been brought to the table. The whole restaurant was staring at our family which was extremely embarrassing for all of us and made us feel quite uncomfortable.

As we left I apologised for the confusion but the manager, “Steph,” was extremely rude, despite the delay being due to the waiting times at the bar and carvery and for the puddings.

Maybe next time “Steph,” don’t try and embarrass your customers. We spent a significant amount of money in the restaurant today and the delay was an error on you being busy. Ironically, when we arrived you did mention that it would only take one person “to make you blow.”

Steph, I would suggest training your staff in both disability awareness and customer service. You also mentioned that we should have complained to the lady who took away our table as opposed to the younger waitress….. how were we expected to know this? My mother was not rude and I’m sure other customers who were in the restaurant at the time would agree that your conduct was inappropriate given your managerial role.

As a family, we are still in shock at your reaction today when we were being compliant and raised no objection to you removing our table and telling us to leave when we were still waiting for food. We have never quite experienced anything like this.

I think most would agree that a manager shouting across the restaurant in front of many customers is extremely unprofessional and created an uncomfortable atmosphere for all of the customers.

For reference: we did not ask for a refund. I did ask for an apology but Steph felt that her actions...

We visited the island pool yesterday with friends, I asked the bar staff if I could order a child's size for a carvery due to having a gastric bypass a few years ago, how the reply went was no you have to order an adults, in quite a stern voice, when I said I don't eat much she snapped and said we'll don't order one then, again quite abrupt, the sour faced woman who books people in on arrival stuck her nose in and proceeded to to say if we let you then we have to let everyone else, how small I felt, I proceeded to order drinks, she then questioned the fact I had a diet pepsi and said if you have had a gastric bypass how can you drink a pepsi, by this point I felt really uncomfortable, whilst sitting with friends having our meal myself and our friends clocked the said member off staff and a colleague watching and a few times came close to our table and stared towards myself and then muttering, I really think the staff need to retrain on how to deal with the public and take each person's needs into consideration, Also mannerism, when myself and husband arrived at the pub to wait for our friends we we're greated by a Very sour faced woman I gave the name it was booked under four times to which I was told no nothing was booked I then told her she was looking at the wrong time's, no apology from her just a grunt, she then showed us the table, that was something else dirty cutlery, old tissue on floor and table sticky, no information to say where or how to order food, the service was awful I waited 5 mins to be served a drink due to 3 staff members just standing and talking, I was looked at several times by this time, wasn't until a much younger lady came to the bar and the young lad asked her straight away what would she like, after meal had finished no staff came to clear the table, we all proceeded to order our puddings well they must of made the puddings from fresh as took 30 mins to arrive some had ice-cream, by this time we had to ask for the dinner plates to be removed, Shocking staff with no mannerism poor service, the staff definitely need to be retrained, Also why is the Man serving the carving think its acceptable to leave the station unmanned for a lengthy stint when customers are waiting...

First visit (Saturday carvery) (4 stars) - food was cooked well, staff were super polite and had great customer service. It was nice to have a vegan dessert though 1 star dropped because they dont have a veggie alternative to meat. The Second visit (Sunday carvery) (2 stars). We went back after enjoying the place the first time. However, 3 separate members of staff were rude to us/our table. They were difficult about letting us add additional puddings on to our carvery after already paying (hadn't even left the till when one of the kids came up and changed their mind (they now did want a dessert) asked if they could add an extra dessert and they said no!) I mean seriously? They obviously could have and were being difficult. Then the issue with the food, sadly most of the veg had been well overcooked and was mush so most of our table didn't eat the majority of their dinner, but atleast we enjoyed our drinks. The sausages were underdone and when this was questioned if the colour was just to do with the cooking method and if they were okay they were just told 'dont eat it then, I don't know". Following this, they didn't clear our main dining plates for nearly 30 minutes (and only did when they had the audacity to come and tell us we had 10 minutes left on our table despite them being the ones who still hadn't br ought out the originally ordered desserts . When this was mentioned that they still hadn't been brought out they said they would check and miraculously they came out and then told us the dessert we paid for wasn't available and so has sent out a different thing without even asking.

All in all, first experience set the expectations for the second, and the second experience ensured we will not return.. Try it as you might have a nice time but for us it's not worth wasting the money and ruining the outing on the basis of 'we might have...