Waterstone's Cafe W in Maidstone

Awful. Slow service, average food/drink. Made to wait whilst staff behind counter continued conversation with eachother (didn’t appear to be work related). When staff member bothered to finally address me he was quite curt in his manner and without apology told me the coffee machine was broken & made no attempt to offer alternatives - stunned I handed back the sandwiches I intended to buy with the drinks order and left. Perhaps the guy was stressed due to the broken coffee machine, but shouldn’t have been taking this out on customers. - don’t think I or my family or friends will return.

Whenever I visit this coffee shop I always get the most incredible customer service from the friendly and attentive staff. Without fail they are always engaging and each member of the team has a great sense of humour and this is why I keep coming back. I even visit on Tuesdays when it tends to get very popular early in the day. No matter what time it is there's always a great selection of food available but the real jewel in the crown is the coffee - especially the Latte's. I'd recommend it. Quite a bit in fact.

Our favourite coffee shop in Maidstone and we have tried them all . A Young & friendly & very helpful staff .. serve the best hot chocolate and Chai latteAlso it is in a great setting where you can also enjoy browsing the books Wouldn’t go anywhere else

It’s always been my favourite cafe in Maidstone but it is leaps and bounds above the competition. The coffee is absolutely stunning, for a true coffee lover you’d be mad to go anywhere else. Plus for me the hot chocolate is dangerous, I only intended to buy one but ended up having three!The staff are always friendly and seem to really enjoy working there which is always nice to see. The atmosphere is so amazing, even when it is packed it still feels calm and comfortable and you never feel like you are out staying your welcome unlike at Costa.

Brilliant place to do uni work, I'm in here most days. Even when it's very busy it still feels quiet and relaxed unlike other coffee shops on the high street, which I love! The staff are always friendly and up for a chat, and the coffee is amazing - honestly the best I've had in Maidstone. The new staff and management have really turned this café around, it's a fantastic place to, highly recommended!

This is definitely the best café in Maidstone. Their coffee is excellent and they have got such a great variety of cakes, sandwiches and toasties to choose from. Reasonably priced, large but cosy space, and service always comes with a smile! It's such a pleasure to visit and will be back for sure x

This is a great cafe in fremlin walk. The staff are lovely and really know how to make an amazing coffee. I didn't realise that it was upstairs in waterstones. It's such a calming atmosphere, completely different to the other high street coffee shops in town. They had a little games which meant that I could enjoy my coffee in peace whilst the kids entertained themselves. Will definitely be back!

The cafe is in the Waterstones Book Store. It's quite large very relaxing and serves good coffee and cakes. There is a loyalty card which eventually gives a free drink. As an alternative to say Costa, I would recommend it

Now I know some coffee shops can charge through the roof - however, this one takes the punch properly! £6 (£2.40 for a latte) and (£3.60 for a bacon butty). Someone clearly forgot to mention that butter and ketchup/brown sauce came with extra cost as did an actually hot drink!

Getting in the good stuff first, the freshly made sandwiches are really great, nice combinations and taste is really good. But unfortunately that is where it stops...tea stained crockery and cutlery. Slow service, either too many staff (standing around talking...whilst tables needed clearing etc.) or not enough...had to close half day as not enough staff to stay open! Yikes the management team are obviously not getting basic things right. No ice / no cooking facilities on 2 separate occasions. I would be a regular but unfortunately they must miss out on trade as it is so poorly run.

une librairie café au coeur de canterbury à deux pas des boutiques...

This was a "Costa" and so when it changed hands I wondered what it would be like. It is still a good place to visit and surrounded by Waterstone books a delight as well. It is a treat if going to Maidstone as the food and drinks are good and the first floor location takes you away from the shopping.

A nice little coffee shop, I prefer it to the old Costa layout previously. The Mocha is the best I have had. Only slight criticism I have is that they are taking away the option between small, medium or large drinks for just a medium which is a small cup compared to most places, that aside, is worth a visit.

Ordered 2 coffees and a tea. The tea cup was dirty, so was the teaspoon and the saucer. When I went to politely ask for a clean one of each I was told "They are not dirty, they are just tea stained". A tea stain IS dirt. It's not been cleaned properly if it has stains. Disgusting and lazy attitude.

Went with partner and daughter for coffee and cake, had to clear trays of cups and plates just to sit down with ours. This remained where we put it until we left. Staff were polite enough, but obviously couldn't cope. We visited the toilets before we left and wish we had not bothered, absolutely disgusting.

OMG. There is now only ONE staff in this café and he is really, really slow! The queu just keeps growing and you have to wait a VERY long time for your drink. It is a lovely café with great coffee and tea, but as long as the service is this bad I will not be retunrning.

I was a little disappointed in my visit to the cafe today for lunch, there were only two staff working and it was clear they needed more, it was a struggle to find somewhere to sit in all of the dirty tables. The fridge of food was very empty, when I asked about a particular product, they had to check the kitchen and then say that they would make a sandwich for me. But of all things they had run out of onion! I ordered a panini and a caramel latte with almond milk. I was served a toasted sandwich and a plain latte, no caramel, now the sandwich was still very tasty, but I am disappointed about the drink. I'm worried to drink it in case they got the almond milk wrong as well and put dairy in it.

Although the café has improved greatly since the gentlemen (sorry I don't know his name) has become manager. I do not feel that the staff are treated fairly in terms of rotation of roles. One staff member on coffee machine and till whilst two others are out the back... disgraceful. Very upset to see so many regular staff leave in such a short space of time, my family miss the familiar faces.

This cafe has a good setting, but neither the service or the cleanliness of the place seem to be as good as when the Costa franchise operated there. A bit disappointing.

Handy as within a very good book shop. Lite snacks only. Panini, toasties but pleanty of cake & cookies to choose from.

I went to this cafe above the book shop a few weeks ago and had lunch there. The cafe is busy yet although the quality of the food is good it is rather over expensive. I had a slice of delicious and massive chocolate cake along side a milkshake. One reason I don't really like this cafe is the reason that there isn't really a vast range of food and drinks to choose from yet the prices are higher than expected. I much preferred the costa cafe that I spent many Saturday lunch times in after buying a book or two. This cafe is around average.

Found it less inviting. Coffee was more expensive for a lot less. Used to meet up there with friends .All agreed we would look for somewhere else to meet up in future. Hav'nt been back.

Had a very nice hot drink and cake here with family! Reasonable prices and staff very helpful! Also can read a book at the same time!!

Really nice cafe serving good coffee, lovely cakes, toast, sandwiches, soup crumpets etc. The BUT is the number of young children allowed to play with noisy toys (buckets of bricks!) and run about where people are carrying hot drinks and trying to talk.