Kream Restaurant Montecasino - shocking and more than disappointed

Shocking service! Terrible customer experience! Upon arrival our booking could not be found (after having visited the establishment a month before to secure booking and request a specific table and having received sms confirmation to the effect) Reserved table was given to other customers, we were left standing on staircase landing for close to 10 minutes before a manager appeared. Every food order placed was incorrect, food arrived at different times, our group could not share the meal together, food had to be returned to the kitchen to correct order more than once, and still arrived back not being correct; and food cold. Not all cutlery was available on the table, and had to sort this out ourselves as waiters assigned were not available. Food not of a good standard, mediocre compared to other Kream restaurants. Some of our group ended up not having anything to eat all with the backwards and forwards of trying to fix the orders. This was meant to be a special occasion for a group of friends celebrating major milestones. We requested to see the general manager, who eventually found the time to appear at our table to address our complaint, who acknowledged that the service and quality was below standard and that the whole process from the onset was a disaster. He did offer a free meal . We eventually just left.