1 /5 Mshoko: No offer of a seat or table upon arrival. Then, I ordered two meals that never arrived. I had to repeatedly ask staff for updates before receiving any information about when our food would come. After waiting more than 50 minutes, only a starter was served. Following another 30 minutes of chasing staff about our main courses, it became apparent that our order had not even been placed.
At that point, several staff members questioned me for proof of payment, which was both frustrating and unnecessary. After a further 10 minutes, I was informed that one of the main dishes was unavailable and that someone had supposedly been asked over an hour earlier to notify us — which clearly never happened.
I’m extremely disappointed with the poor level of customer service. At no stage was an alternative offered, nor was there any acknowledgement or apology for the mistake. Even something as simple as refreshing our drinks became difficult, despite there being a service button at the table. It even became dangerous at a point where glass bottles were piling up at the table without being cleared. Seated in the middle of the restaurant meant our table was often bumped into with glass flying to the floor. I had to make a point to hand servers out empty bottles as they walked by.
After waiting until past 00:30, I had no choice but to request a refund as it was far too late to continue waiting. Overall, this was a shocking and very disappointing experience.
The only positive of the evening was the music was excellent and the suya was well prepared and tasty, this is what I awarded the 3 stars to.
