Horrible service, new manager needed
We visited today for the seafood boil, and honestly, this was the final straw. Every single time we come here, the food is wrong and the service is poor—this is not a one-off issue.
We clearly asked for a seafood boil with no spice. We were reassured multiple times that the “mild” flavour was not spicy. This was completely misleading. The food came out spicy, and no one explained that the seafood is actually boiled in the sauce, making it impossible to have it non-spicy. That is basic information that should have been communicated from the start.
When we raised this, they brought out a second platter, which was STILL at the exact same spicy level we specifically asked to avoid. At that point, we clearly asked for a replacement of 30 fried shrimp and a side of chips.
Instead, we were brought a completely different platter containing mussels and crab—something we did NOT order. Despite this, we were then charged £75 for that dish. The excuse given was that it had already been sent to the kitchen, which is unacceptable considering we never agreed to that order in the first place.
We then went to speak to the manager, Yusuf, whose behaviour was extremely unprofessional. He lied, claiming he had told us to order a dry platter ( we did not even know what that is until we got our bill) which he never mentioned. We were very clear in asking for 30 fried shrimp, fried—not boiled.On top of that another excuse he has used was that he had to send the order over to the kitchen twice faulting us for the poor service and listening skills he clearly has.
On top of that, he made an outrageous comment saying that he “wouldn’t have changed the order” if the guy we were with—who he said he knew—had been there. This was completely inappropriate, irrelevant, and unprofessional. It felt like he was picking and choosing how to treat customers based on who they are.
Instead of resolving the issue, he argued with us and kept making excuses. What made it even worse was his attitude—he stood there smiling in our faces while we were complaining, which came across as mocking and disrespectful. It genuinely felt like he was making fun of us rather than taking the situation seriously.
To be clear, some members of staff did try to help and were polite, but the overall experience—especially the manager’s behaviour—was unacceptable. Being repeatedly served incorrect food, ignored when raising concerns, charged for dishes we did not order, and then treated with such disrespect is beyond frustrating. It is not even about the money it’s about the principle of it all.
We will not be returning and advise my friends against going there.
Resposta da Cascade Lounge
Hi Iuliana,
We’re sorry to hear about your experience, particularly regarding the incorrect orders, spice level concerns, and the way your feedback was handled. This is not the level of service we aim to provide, and we appreciate you taking the time to share this with us.
We’ll be reviewing this internally and taking your feedback on board to improve going forward.
Best regards,
Cascade Lounge Management Team