Costa Waterstones in City of London, Westminster

The cafe location and food options are nice. There’s also a very good range of children’s and vegetarian options. The issue is the staff. The staff were making customers placing orders and politely asking them to clear tables totally piled up with used crockery etc. feel as thought they were being demanding and asking too much. It ruined the experience for us and makes me reluctant to return. To be honest, it was that busy and yet the two members of staff complained that they they were understaffed so costumers should wait to be served. There were only two of us needing serving and the orders were small so I don’t know what the issues was but the attitude of the staff was poor. Half of my order was also forgotten with no apology and I was given someone else’s receipt. I also saw one member of staff approaching some young people who had just arrived and telling them that the tables were for paying customers only which seemed aggressive when they had just arrived. The customers looked confused/awkward and then went and made a large order. The cutlery was also filthy and staff must have been able to see this clearly when they brought it back from the dishwasher as if I could see the food caked on it then they must have seen it. It was left out for customers to use. Waterstones really needs to sort out this cafe.

The most horrible customer service ever. The manager ( maybe from Eastern Europe) shouting at customers not to enter the toilet. My baby needed to be changed so I purchased juice for over £2 just to enter the toilet. No baby changing facilities, toilets were filthy, I mean public ones free of charge entrance looks better. No toilet paper, no soaps, people’s hair on the sink, dust and rubbish on the floor. I came out and said to the manager that the toilets are filthy and no soap to wash the hands, her reply was you ( she meant customers) made toilet dirty so it’s your business then she offered me to go somewhere else. I was shocked that people still treat customers in this way. By the way there was a cleaning sheet in the toilet, it was blank ,so it means no one ever visited to clean the toilet since Queen Victoria. Fire the managed and get people that have ppl skills.

I never leave reviews, but this experience made me feel like i just wanted to leave without eating my overly expensive food. Bookshop is excellent. Cafe service is terrible. Was served a rock hard scone, then asked for it to be heated. I was told by the server that I'd have to wait until she finished serving the long queue of customers. I asked her how long heating it would take and said that we were in front of that queue (given I was collecting my order). With a heavy attitude, she heated the scones. She turned her back and made an audible rude comment about me. It was like I had asked her to do something completely beyond her role. I would never come here again. If you are in the area, visit the Bookshop but definitely stay clear of the cafe. You don't need to be treated like this.

We met up with our daughter here on Saturday just after lunch (it was almost exactly 2:30. The coffee shop wasn't busy and there were three staff on duty. Two of the tables, however, were literally piled high with cups and the detritus of previous guests where the tables hadn't been cleared and the empty cups etc. had been moved to the 'pile' by new customers so that they could sit at a table. I took two cans and two sandwiches to the counter to order two coffees and to pay. One of the staff appeared to be busy rearranging the cakes and another was (I think) actually working in cleaning the coffee machine. The third looked at me, ignored me and continued her idle chatter with her colleagues, The cake person looked and me, and similarly returned to her cakes (making them 'look pretty' - maybe selling some would have made her job easier). On two further occasions I was looked at and ignored with a "don't interrupt my conversation" look. After perhaps three or four minutes, and I learnt a lot about where the staff were going out to that evening, (and remember there was no-one else waiting) I gave up and we left to go next door. Appalling service - they demonstrably need a manger!

Always love a cafe in a Waterstones but would never go here again. The staff are disinterested and the toilets are so disgusting they are a health hazard. Broken doors, toilets and soiled stuff everywhere - only had a drink - was too disgusted to try the food in case that's a health hazard too. Great location so it's a real shame!! Avoid and find a better place to stop.

We normally love cafes associated with bookshops as they have a lovely vibe and there is also an opportunity to browse the book shelves. Unfortunately, this one proved an exception. The carrot cake was lovely but the coffees were just average. Tables were left uncleaned between customers. Most off-putting were the filthy toilets. Toilet paper was strewn all over the floor of the women's toilet and looked as though it had been in that state for much of the day. We won't be tempted to return.

Despite queuing for 10 minutes my Flat White was made with cold milk...I stood and watched the Batista heat the milk for 5 seconds...disappointed as the place overlooked Trafalgar Square and was a reasonable price.

The place to go for a ROCK HARD inedible scone ! Awful. Combined with weak tea .... a nightmare . Come on , you can do better than this Waterstones.

Justo enfrente de Trafalgar Square, se encuentra esta librería que tiene en su planta superior un café, que antes pertenecía a la cadena Costa. La idea es buena, pero el local suele estar bastante concurrido y circular por el mismo puede ser un poco caótico.

After visiting the Banqueting House in Whitehall, we were looking for a coffee stop before a theatre booking and, on a busy Saturday, many of the outlets were full. We suddenly spotted Waterstones and, knowing the very good cafe in the Portsmouth branch of the same bookstore, we made for the upstairs level. It was also very busy, but we found a space, the staff were welcoming and efficient and the coffee was good. Well worth considering if you are in the Trafalgar Square area.

Good wifi spot, but £2.60 for an "americano" that is so weak that it tastes more of water than coffee.

No longer Costa. Now “Cafe Waterstones” and has new environment which is nicer. Went at weekend and it had plenty of seating and nice coffee. Daughter had a hit chocolate which was good, no marshmallows or cream though which would have been preferable. Really enjoyed the capacino. Staff were friendly and funny. Was served by a lovely barista - didn’t get a name but she was pale and was Irish (?) and funny. All in all good time was had. Would recommend going for a drink there.

This coffee shop within the Trafalgar Square branch of Waterstones provides a nice place to relax and read. It seems to have been taken back under the bookshop's direct control at some stage so it's now branded as a 'W Cafe' and isn't a Costa unit any more. Staff were very friendly and helpful, there's plenty of seating and some power points to plug in a laptop or recharge your phone. My mint tea was good and came in a decent sized tea pot.

Staff cannot cope on a busy Saturday 15 mins to get served order forgotten and the horrible coffee was served in a paper cup ! Toilets out of order ..

I simply went shopping in this wonderful bookstore and had two staff people scurrying to obtain my books - walked out with five interesting books to keep me occupied for the rest of my trip! Love this place!

Great place to browse books, grab a sandwich and enjoy a nice coffee. Order got confused for each of us but was eventually all sortred out with smiles. Definately worth a visit.

One of the worst experiences anywhere so far. In the female toilet one pan was overflowing, the other very dirty. The male toilet also grim. Had to use as about to do a trip with no loos available. Disgusting.