The Lost Dene in Manchester

This pub has just reopened, and it's been fantastic . The woman who is performing in the video was brilliant . The staff are very welcoming, and so are the new owners(sorry, I didn't get her name). There's also a quiz night on .look for the days it's on, though.

I rarely write reviews, but I felt compelled to share my experience at The Lost Dene because I genuinely believe it has the potential to be a great establishment with just a little more focus on customer care. While it's in a fantastic location and could be a welcoming spot, my visit was unfortunately let down by poor service, which had a noticeable impact on the overall atmosphere. The issue arose when I ordered a burger meal through your app. The signage around the pub, as well as the app itself, clearly states that a drink is included with all burger meals. However, when placing my order through the app, there was no option to select a drink. I assumed this might be prompted at the end of the transaction, as certain drinks may not be included in the offer, but I expected some sort of selection process. When I realised no drink had been added, I went to the bar to clarify the situation. I spoke to a young man with short black hair and explained that the app did not provide an option to select a drink, despite the offer being clearly advertised. I asked if he could provide a Coke, as part of the meal deal. Unfortunately, he refused, stating that I should have added the drink separately on the app. This was not made clear anywhere, and given that there are usually limitations on which drinks are included in meal deals, I had expected some guidance during the ordering process. What made the situation worse was his attitude. Instead of trying to understand the confusion or offer any assistance, he dismissed my concern outright, saying, “It’s not my problem.” When I asked if he was the manager, he admitted he wasn’t but said, “You can try with the manager, but he’ll probably say no.” Thankfully, when I spoke to the manager, he resolved the issue immediately with no hesitation, which I greatly appreciate. However, the lack of customer service, empathy, and professionalism from the first staff member was incredibly disappointing. A simple misunderstanding could have been handled in a much more professional and helpful way, but instead, the interaction put a real damper on my visit. Additionally, I couldn’t help but notice another member of staff, a gentleman wearing a red checkered shirt, who appeared visibly unhappy and disengaged. He seemed frustrated and unapproachable, which made for quite an uncomfortable atmosphere. I completely understand that everyone has bad days, but in a hospitality setting, customer service is key. If there are any underlying issues affecting staff morale, it may be worth checking in with him. However, if this is simply his approach to customer service, it might be worth considering whether this role is the right fit. I wanted to bring this to your attention in the hope that staff can be trained to handle customer interactions with more understanding and professionalism. The Lost Dene has a lot of potential, but poor service like this can really discourage people from returning. I appreciate your time in reading this and hope my feedback is helpful.

Great place to have a drink. And they serve San Miguel so it gets my vote. The menu looks great and the offers they have are also great will go back to try the food .Bar staff friendly and welcoming. One downside toilets are up some very long stairs, but when you do get to them, they are the cleanest toilets I've seen in a very long time, so it's worth the climb . disabled toilets are on the grand floor Can recommend this pub fantastic for sports as it as a number of TV all round the pub .

Not bad! Service is good, food is pretty good (they have an app you can order on so you can be totally lazy..) and a good selection of pints. Loud, crowded, but fine for us that aren’t 25 in a hen-do. 🤣

Always pop into done for a quick pint or 5, ordered a BBQ Mac burger which was well priced considering the location. Food and waffle fries were really nice and definitely more than enough - filled me up nicely. Lots of TVs in here as well which makes it ideal to watch big sporting competitions in there - they also decorate the pub from time to time depending on what event is on, such as world cup. Staff seem friendly and happy, never had a problem in here.