Thyme in Manchester

Great pub in a handy location. We had a nice couple of hours here on a Friday night recently. The beers were decent and the pie I ordered was delicious.

Went in was greeted with a member of staff pointing out menus and informing us of ordering procedure. Very pleased with Covid procedures in place. Enjoyed our meal service was great very happy.

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.

Didn’t get to the food. Atrocious atmosphere. Obviously the weather meant a few had had a bellyful of ale and it showed. Started to order food but left before completion after asking man at fruit machine to stop swearing. Class establishment.

Rooms are shabby ,in need of decorating, the bathrooms are very poor with cracked and dirty tile grout. The bed linen is and quilts are worn and thin. Very disappointed.