Cascade Lounge レビュー 12

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.

Shisha, was really good. Service was fast, servers were very freindly and helpful

Good food and great atmosphere.

Lovely atmosphere as always. Thank you Yusuf for your service

We came to celebrate a birthday and it was amazing vibes, we especially loved the customer service from T, she was so welcoming and made us feel so comfortable!!!

A nice please to chill with friends, the staff is welcoming and friendly.

There was a very nice service. Haamid was very friendly and gave us a very good service.

kiera sound lad fr

Great experience we had , especially from Yusuf the staff member. He was very kind and friendly, we did enjoy our meal me and my husband. Will recommend this place and come back again. The food was amazing

Very good service,nice and clean environment, very friendly staff especially Yusuf who took good care of us

We were a group of 20 the service was great and fast the food was delicious and came out super quick as did the shisha!
The staff were patient with us all and really friendly. Have us free tea and cake at the end too!! Will defo be back here again!

Really nice food and vibes, service was great with Yusuf