Being avid travelers, we often eat at the Hard Rock Cafe in whichever city we are in. Sadly our home restaurant gave us the worst service experience. We were greeted by a friendly front of house hostess and taken to our table upstairs to enjoy the beautiful view of Camps Bay.
After a few minutes, our waiter came to hand out our menus, introduce himself - Simba - and take our drinks order. He seemed quite curt - for a waitron. He then took our orders - he made a mental note - no written order. He repeated it back to us and we corrected him, and off he went to place our orders - and that was the last we saw of him!
Our starters came - a kg of peri peri wings - which was good. Then once done - no one came to clean our table or to check if everything was ok. There were 3/4 waiters hanging around chatting.
Then came our mains - and our dirty starter dishes and empty glasses were still on our table! So we cleaned it up and handed them to the waiters who brought our mains and only took the dirty dishes handed to them. We then had to ask another waiter for drinks - which didn’t come after 10m - we were 2m from the bar! It was a bottle of still water and a Mai Tai. Apparently she couldn’t punch in the order - our waiter had to and she didn’t know where he had gone to!
At this point our exasperation was visible. We asked for the bill and told the waitress who had supposedly placed our second drinks order to cancel it - at which point she brought the bottled water! Still no sign of Simba!
I then went downstairs and the waitress asked if I would like to speak to the Manager. Bob came over and introduced himself. I related our less than satisfactory experience to him and he apologized for our terrible service- which cost R1050! So it wasn’t a cheap lunch - this was for 4 drinks, 2 portions of wings, a portion of ribs, chicken fajita and a burger.
He mentioned that the reason there were no managers on the floor upstairs is that they were having a management meeting.
The upstairs was busy - and there were at least 4 waiters just standing around and it’s not a very big space upstairs- yet none of the waiters took the initiative to call a manager or solve the issue themselves.
I wasn’t very happy with Bob’s handling of the matter- but for the sake of the brand - I hope that they give their staff training on customer service.
Safe to say I won’t be going back.
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