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Extremely long wait, disorganised and lack of customer care
H3693JWjohns
Extremely long wait, disorganised and lack of customer care
Ocean Exmouth的点评
点评：Soft play was good fun with our 1 year old.
We then decided to have a quick bite to eat in the restaurant on 1st floor. This was Saturday 8th February at 1:50pm. We walked in, no greeting or anything. I then walked to the bar to order, stood there for 5min whilst 2 people were making coffees in front of me. None of them said a word, hello, someone will be with you in a sec etc.,nothing….
I then decided to order via the app, placed my order at 2:03pm, no mention of any delays or anything. We ordered 2 x soft drinks ( one coke from a bottle ) and kids meal, little one was hungry. 2:20pm, no sign of our drinks nor food. I was just about to enquire where our drinks are but then they appeared at 2:25. Just over 20min for 2 x soft drinks, not acceptable. I used to run restaurants myself, max I would expect is 5min.
The long wait for food, which arrived at 2:50pm for a kids meal! Nearly an hour for 1 x kids meal, our little one was absolutely starving at that point. I’ve overheard 2 nearby tables also complain about the lack of service and extremely long wait. I’ve also noticed people were walking up to the bar looking for cutlery, drinks, etc.
I don’t usually say anything and I appreciate that it’s hard times in hospitality with staff shortages etc but come on management, please sort it out. Inform guests for any delays before they order, get one person making coffees whilst other one is making soft drinks etc…
We then decided to have a quick bite to eat in the restaurant on 1st floor. This was Saturday 8th February at 1:50pm. We walked in, no greeting or anything. I then walked to the bar to order, stood there for 5min whilst 2 people were making coffees in front of me. None of them said a word, hello, someone will be with you in a sec etc.,nothing….
I then decided to order via the app, placed my order at 2:03pm, no mention of any delays or anything. We ordered 2 x soft drinks ( one coke from a bottle ) and kids meal, little one was hungry. 2:20pm, no sign of our drinks nor food. I was just about to enquire where our drinks are but then they appeared at 2:25. Just over 20min for 2 x soft drinks, not acceptable. I used to run restaurants myself, max I would expect is 5min.
The long wait for food, which arrived at 2:50pm for a kids meal! Nearly an hour for 1 x kids meal, our little one was absolutely starving at that point. I’ve overheard 2 nearby tables also complain about the lack of service and extremely long wait. I’ve also noticed people were walking up to the bar looking for cutlery, drinks, etc.
I don’t usually say anything and I appreciate that it’s hard times in hospitality with staff shortages etc but come on management, please sort it out. Inform guests for any delays before they order, get one person making coffees whilst other one is making soft drinks etc…
翻译：和我们一岁的孩子一起玩软玩具很有趣。
然后我们决定在一楼的餐厅吃点东西。那是 2 月 8 日星期六下午 1:50。我们走进去，没有人打招呼。然后我走到吧台点餐，站在那里 5 分钟，而两个人在我面前煮咖啡。他们没有说一句话，你好，有人马上就来等等，什么都没有……
然后我决定通过应用程序订购，在下午 2:03 下单，没有提到任何延迟或任何事情。我们点了 2 杯软饮料（一瓶可乐）和儿童餐，小家伙饿了。下午 2:20，没有我们的饮料和食物的踪影。我正要问我们的饮料在哪里，但他们在 2:25 出现了。2 杯软饮料花了 20 多分钟，不可接受。我以前自己经营餐馆，我预计最多需要 5 分钟。
等餐时间太长了，下午 2:50 才送来儿童餐！一顿儿童餐等了将近一个小时，我们家小朋友当时已经饿得不行了。我听到附近两张桌子的客人也抱怨服务差，等餐时间太长。我还注意到有人走到吧台前找餐具、饮料等。
我通常什么都不说，我理解酒店业现在很艰难，人手短缺等，但管理层，请解决这个问题。在客人点餐前通知他们任何延误，让一个人泡咖啡，另一个人泡软饮料等……
然后我们决定在一楼的餐厅吃点东西。那是 2 月 8 日星期六下午 1:50。我们走进去，没有人打招呼。然后我走到吧台点餐，站在那里 5 分钟，而两个人在我面前煮咖啡。他们没有说一句话，你好，有人马上就来等等，什么都没有……
然后我决定通过应用程序订购，在下午 2:03 下单，没有提到任何延迟或任何事情。我们点了 2 杯软饮料（一瓶可乐）和儿童餐，小家伙饿了。下午 2:20，没有我们的饮料和食物的踪影。我正要问我们的饮料在哪里，但他们在 2:25 出现了。2 杯软饮料花了 20 多分钟，不可接受。我以前自己经营餐馆，我预计最多需要 5 分钟。
等餐时间太长了，下午 2:50 才送来儿童餐！一顿儿童餐等了将近一个小时，我们家小朋友当时已经饿得不行了。我听到附近两张桌子的客人也抱怨服务差，等餐时间太长。我还注意到有人走到吧台前找餐具、饮料等。
我通常什么都不说，我理解酒店业现在很艰难，人手短缺等，但管理层，请解决这个问题。在客人点餐前通知他们任何延误，让一个人泡咖啡，另一个人泡软饮料等……
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