The Shisha Spot Bar & Grill Claim this business

Monica Escandaron Google

2 months ago

One of the worst customer service experiences I’ve had. We came to this venue expecting a pleasant night, but were left disappointed by the way we were treated. After we had already ordered, finished our shisha, and spent time at the venue, staff suddenly informed us that there was a policy requiring customers to order more than one shisha. This was never mentioned when we were seated, nor when our order was taken. When we pointed out that this policy was not stated on the website or communicated to us beforehand, staff tried to avoid responsibility by claiming they hadn’t taken our order. As customers, that’s completely irrelevant — if a venue has a policy, it should be clearly communicated before or at the time of ordering, not after customers have already finished and are ready to leave. The situation only got worse from there. Instead of handling the matter professionally, staff became argumentative, rude, and disrespectful. We were spoken to in a way that no customer should ever be spoken to. At one point, we were even called “scumbags,” which was completely unacceptable. We also felt that some of the comments and treatment we received were discriminatory and left us feeling extremely uncomfortable. To make matters worse, the website states the venue closes at 12:00am, yet staff started packing up around 11:00pm and were rushing customers out by approximately 11:30pm. If you advertise closing at midnight, customers should not be made to feel like they’re being kicked out half an hour earlier. The issue was never the policy itself — it was the complete lack of transparency and the aggressive, unprofessional way staff handled the situation. There are plenty of places with better service that actually treat customers with respect. Unfortunately, we won’t be returning. ***UPDATE*** Thank you for your response. The fact that your first reaction is to mock paying customers for sharing a shisha rather than address the concerns raised says a lot about the level of professionalism we experienced on the night. Our issue was never about being asked to order additional shisha. Our issue was that this requirement was not brought to our attention by staff during our visit, and was only raised after we had already ordered and finished. Whether the notice appeared on the QR ordering system or not, good customer service would have involved staff communicating the policy directly when there were seven people at the table ordering one shisha. You have also failed to address the rude and disrespectful manner in which we were spoken to. Instead of handling the situation professionally, staff became argumentative and confrontational when we questioned the policy. As for staying after closing, your website advertised a closing time of 12:00am. Staff began packing up around 11:00pm and we were being ushered out by approximately 11:30pm. There is a difference between advising customers that you are closing and making them feel unwelcome well before the advertised closing time. Most businesses respond to customer feedback by acknowledging concerns and seeking to improve. Instead, you’ve chosen to publicly ridicule customers. That response only reinforces the experience we had on the night.

Maria Yzabella Bateson Google

5 months ago

Partner and I went here for a nice dinner away from the kids. Staff were extremely courteous and so lovely to speak to, made us feel comfortable and welcomed in their space. The food was incredible, I had one of their pastas and I thoroughly enjoyed it. It was such a great spot to be able to spend time with my partner and we could not fault their service. Definitely recommend if you are in the Liverpool area, would definitely come here again!

NAon Google

5 months ago

Plain and simple. Do NOT come to this place. The staff are EXTREMELY rude and arrogant and unaccommodating. You can tell these people don’t know how to run a business because the place is always empty. Our first and last time there. My partner and I went here just for a coffee and aggy. We brought a small slice of cake as I have my own dietary requirements. The waiter came and arrogantly explained that they have a policy that they charge $15 pp for outside food ( referring to our small slice of cake and a v), however as we were unaware of the policy it was okay this time. Then when I asked for a spoon he laughed and said I can’t give you one or I have charge you ( umm we’re literally at a cafe) (despite the other guy saying it was okay). You’d think they’d be more accommodating to their only customers insight. I was then brought a spoon with my coffee, thinking it was okay since they brought me a spoon and the first waiter said it was okay. We proceeded to enjoy our simple slice of cake. Then we were very rudely interrupted by the first waiter ( who previously said it was okay) falsely claiming we were asked two times now to put the cake away ( not true ) then when my partner responded by stating the obvious “we’re not paying $30 bucks” just for a small cake the WE PAID FOR, the waiter then proceeded to threaten to kick us out (again we were the only ones there) if we didn’t put the cake away. Keep in mind we were very polite throughout this whole interaction despite the audacity to treat paying customers this way. Ps. My partners also asked for an ash tray and was completely ignored. There is a reason why there are so many bad reviews that say the same thing. Save your money and spend it at a respectable establishment. There are much nicer places down the road. I think these people should listen their reviews and feedback instead of arguing back in the comments. Horrible customer service and policies at this place. Do not recommend at all. Edit: For the record, we didn’t arrive with a picnic hamper. It was a small snack and a drink, yet it apparently triggered a full briefing on the $15 anti-marshmallow policy. No one even mentioned the laptop we asked and you said no that was the end of that 🤣 We were never disrespectful and as a matter of fact you began to say you would kick us out. I’ll let everyone decide who the disrespectful one is in this scenario. Trust me no one is embarrassed over a snack. We’re actually laughing at how rude and ridiculous your policies and staff are. We wrote this review to share a poor and really unfortunate experience we had at your establishment with others. Good luck to you though, maybe instead of fighting your customers in the comments take the time to focus on developing some respect for paying customers and basic hospitality :) Hospitality isn’t about rules on a sign it’s about how customers are made to feel when they are there.

HILDA SHLEMONon Google

5 years ago

The SS Restaurant Lounge hosted my graduation party. The entire function room at the back was booked out and designed beautifully. All the tables had mezza and drinks (alcoholic and non-alcoholic) to start off the night. The mains were mixed plates with each mixed plate having a good amount of meat to satisfy everyone. After mains, the team cut up various fruits as we had cake for dessert. The team were at our beck and call the entire night. The service was of a top notch quality despite handling a large number of people for a private function and also looking after the regular customers at the front - the service was very fast. All my friends and family continue to tell me how great everything was, particularly the abundance of well-cooked food. The team also surprised me with a specially designed shisha to congratulate me on my achievements. The shisha flavour was Al Fakher and tasted genuine. I could not be more happy with how amazing the night turned out. Thank you again to The SS team for making it a night to remember!! I'll be sure to provide a glowing recommendation to anyone who asks!!

Andrewon Google

a month ago

Food was spot on, the cocktails were great, and the shisha was quality. Good vibe, friendly staff, and I'll definitely be back.