slow service at five star hotel restaturant - what would you do?

Singapore
August 24, 2007 5:14am CST
Recently i was at Royal China restaurant at Raffles Hotel for lunch. My friends and I got there early, and ordered within 10 minutes. However, our food didn't arrive for 15 minutes. We asked a waitress to check and to serve our food once ready. However, we had to wait another 10-15 minutes before the first dish came out. then after 5 more minutes more food started coming out. And by the time we had finished all the other food, there was still one more dish that hadn't appeared. another table who had come later than us had already finished eating and left! my friend got impatient. she asked a waitress to check what was going on and made a loud remark that the service today was really slow. I wouldn't have said that because we all know what happens to your food when you're nasty to the wait staff. But I really expected better service from a five star hotel restaurant. What would you do if you had bad service in an expensive place? finish your food first before complaining? or complain regardless?
2 people like this
5 responses
@applefreak (3131)
• Singapore
24 Aug 07
hmm had that bad experience once at a brewery around suntec area. waited 45 min for our food, worst is the same dish ordered by a latecomer in our group was served first! asked to see the manager and ask for a good reason for the long delay. the manager hammed and hawed but couldn't give us a good explanation. in the end we asked that on top of the 15% discount they offered, they will not charge us any service charge. because service was non existent so why should we pay that 10%? in your case, i would have made a big deal out of it, or at least refuse to pay the service charge.
1 person likes this
• Singapore
27 Aug 07
that's a good idea. I should refuse to pay service charge. but of course after all the food is served. otherwise they might tamper with the food in the meantime. :(
• Singapore
27 Aug 07
don't know what is happening to our service staff. remember when i was in the service line, our greatest pleasure came from satisfied customers. it never occurred to us to do anything funny to the food. even if the food is to be served to an extremely difficult customer. but nowadays, the service staff behave as if we owe them a living. :(
1 person likes this
• Singapore
27 Aug 07
yeah, this is probably more prevalent in coffeeshops but I'm sure it happens at some proper restaurants too. :(
@noyida (795)
• Singapore
27 Aug 07
Its a pity it happen at a well known hotel. What done cannot be undone. Perhaps you would like to write a note to the Hotel management on the service at the restaurant. It will be better rather than complaining after your meal. Your food cant be digest properly with anger...lol. I had such experience before. I didnt make a fuss after asking several times. I just take note of the waiter name, date, time and when make my payment, take note of the restaurant manager incharge for that shift. I wrote to the hotel and hilite my disappointment on the service. Its not to complain but to give feedback. That was what I emphasised. I was a regular patron at the hotel restaurant and I did mention some good waitress there citing again my disappointment for being serve late and impolite waitress at the same time. 2 weeks later, I received a reply from them. Its not only came with apologies but a complimentary stay at the hotel..see the trick. Anyway this is not what I want, I love the ambience of the restaurant and I would love to dine there when I have some friends from overseas. I'm in the service industries before and love to give and get good service. I guess, with such attitude and service is so lau yah, it bet you dont want to pay them a visit so soon.
• Singapore
27 Aug 07
yeah, maybe even if I feel annoyed enough to write them a very fierce letter I should provide some feedback. Otherwise these establishments just feel they can get away with anything!
@LittleMel (14033)
• Canada
27 Aug 07
I never had this experience in a famous and expensive restaurant. we rarely eat outside unless there is something to celebrate. but if it happened to me, I would do what your friend did. If the restaurant staffs tampered with your last dish as the result, you can use this as the evidence that their customer service doesn't suit a five star restaurant. this is something you can (again) made a remark on and tell everyone about it. I think if it's a five star, they won't tamper with your food if you are already upset with them, but then again I could be wrong
1 person likes this
• Singapore
24 Aug 07
That will depend on how fed up I am. Normally, if I am really p*ssed off, I will quite likely send in a written complaint if I can find time and patience to pen it.
1 person likes this
• Singapore
27 Aug 07
yeah, i wasn't feddup enough to write in. just annoyed. next time I will try applefreak's I'm not paying service charge tack.
@maddysmommy (16232)
• United States
24 Aug 07
With a 5 star hotel I would expect nothing but the best, however, things do happen and if there are a lot of customers dining there, then I would expect some sort of delay. As long as the waiter/waitress informed me and told me what the hold up was all about, then I wouldn't mind waiting at all. I would only complain to the waiter and or fill our a complaint form afterwards, but i would still sit and wait for my food and make sure its all eaten before I leave. I don't like making a fuss unless its warranted.
1 person likes this
• Singapore
27 Aug 07
they didn't inform us about any hold up and we had to keep asking. :(