We’ve been choosing this restaurant since it opened. Living abroad, we are in Johannesburg every month and we always have our dinner/lunch here before we leave. Even celebrated a few birthdays at this establishment. Recommended it to our colleagues who come to the city as well, and they were not disappointed.Anytime of the month, busy or usual crowd, we’ve been there. Today was a bit different.
We called for a booking as usual, and a table was confirmed by the hostess,Neo. Arrived @20:30, was told our table was taken by her boss for other guests(celebrities we were waiting with outside), this happened 3 times ,even though we were at the restaurant already. By the time we got a table and served was around 21:50, and only one meal arrived. Those “important” people got tables and meals before us. My meal was bought to the table, my partners meal hadn’t come, at this point we are beyond frustrated and angry and when it eventually came, it missed the accompanying side that we know all too well because we are very familiar with the menu. I work in a service industry and know what service recovery means, and no effort was made to empathize or ensure we got better treatment, it’s as if the value of our money is less than for other people who appear on press or TV.
We didn’t touch the food and ended up leaving, all the manager could say was sorry when we explained the situation. The demand is huge and yes, the food is good. However they need to know that every person choosing their establishment is a guest, and should be treated equally irregardless of face value. Decided we won’t be returning there again, it was humiliating. It may not be loss for them, but we’ll take our money elsewhere, where the treatment/urgency/service isnt based on where you rank on the social scale, but the love of food, service and ambience experienced. Thanks Gemelli.
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