Beyond Shocking Mother's Day Brunch Experience

We arrived at approximately 10h45 and by 11h15 no staff member had approached our table. We eventually had to request service ourselves.

Waiter No. 1 brought menus but gave no explanation regarding the brunch special. We had to ask what it included because we did not want to order coffees separately if they were already included.

My mother requested a croissant from the menu we had just been given. Waiter No. 2 then informed us that croissants were unavailable because the regular menu was not being served — despite us being handed that exact menu moments before. She then asked whether scones were available. He responded that they were being reserved for breakfast stands.

By 11h38 we still had not placed a proper order. I raised my hand to get Waiter No. 1’s attention while she was assisting another table. The female supervisor then loudly shouted across the restaurant asking when she planned to take our order. This was done in a snarky and unprofessional tone and was extremely embarrassing.

A third waiter was then sent to assist us, only to inform us that he was actually the barman and could only take drinks orders. One guest requested juice and was incorrectly told juice was not included in the brunch special, which was later contradicted by another staff member.

The coffees eventually arrived cold and without sugar. We again had to flag someone down for basic table items. Throughout this time we could see other guests around us visibly complaining about service.

What was equally shocking was the conduct of management on the floor. The female supervisor was openly rude to staff throughout the service. At one stage she and another senior male staff member were having a heated argument in front of patrons.

Eventually only three of our six brunch meals arrived. The food was cold, the toast orders were incorrect, and there were no condiments on the table. The remaining three meals arrived only after the first group had already finished eating.

The remaining meals had missing items, barely toasted bread, black avocado and ice-cold food. When I requested butter, I was told there was none available.

My daughter ordered a chai latte which had to be returned four times because the granules had not dissolved. Instead of correcting the issue professionally, the barista attempted to convince us that chai is “supposed to be that way” and questioned whether we had ever ordered chai before.

We also experienced staff sweeping floors while guests were eating, balloons being blown up during breakfast service, balloons repeatedly popping beside a three-month-old baby, and the front door being left open despite us being seated next to it with an infant.

During our complaint to management, the male supervisor laughed and joked about hidden cameras after we commented that the experience felt like a prank.

My daughter ultimately did not eat at all because her meal was inedible. She is a breastfeeding mother and by almost 13h00 still had not had a proper meal or drink. While she was not charged for her meal, the rest of the table received neither an apology nor any acknowledgment of the shocking service. We were billed the full rate.

We then had to wait an additional 20 minutes for our bill. During this time another gentleman approached the female supervisor regarding poor service. She repeatedly spoke over him, refused to take responsibility, and stated that she “doesn’t run this place.” We later watched his entire table leave without being served.

Century Lounge absolutely ruined Mother’s Day for a lot of people. Beautiful venue...beyond shocking service. I would not recommend anyone to go there, not even for a quick coffee.