Absolutely Terrible Experience At Papachinno's SILVERLAKES on 28 September 2024.

I've called Papachinno's SILVERLAKES on 13 September 2024, made a booking for my grand daughters 2nd birthday party on 28 September 2024. I told the person (a white male employee) that we want to book for 13 kids and 24 adults and if possible can we book down stairs, he said he is making the booking but unfortunately we cannot book down stairs next to play area as the amount of people are to many he will book us upstairs in a closed off area for the day. He also said the play ground is just below the ramp where we will be seated. And that we should call closer to the date a day or 2 before to confirm the number of people. He even told me that I'm not allowed to bring balloon arches above 1.5meters.

On 27th September 2024, I called again and spoke to an African male employee and he told me that the place is booked for Skyler's 2nd Birthday the close off area and we confirmed the time and and told him the number of kids is now more. He confirmed the booking and said that he will note down the number of kids is now 14. I also specifically asked if there is a time frame to my booking and he said no it's booked for the day.

The morning of the 28 September the day of my grand daughters birthday we called a white male employee answered, to find out if I can come in at 13:00 just to do a set up and he said yes. I asked if the entire upstairs are booked off for my grand daughters party and he said yes. When we arrived there at 14:00 there were other customers sitting there where we were supposed to be seated. There was no seating arranged for the kids to sit. One waiter Ronald came and told us that we must be out by 17:00 as the placed is booked for another party. We told him what we were told before by the employees we spoke to at Papachinno's when we made the booking and did the confirmation and that the place was booked out for the day for us. I informed them that from the start I asked for a place down stairs and they said its not allowed now they want us out by 17:00. One waiter a tall African male employee tried to arrange seating for us downstairs closer to kids play area and pizza place. But unfortunately he couldn't there wasn't any space available Only at 15:00 did Ronald and Trinity bring up the seating benches for the kids. Ronald, Trinity, another waiter and another African male employee (he had a black t-shirt on) came assisted with kids benches and trying to find a solution. At 15:40 most of our guest arrived and we could start with the party. Another African male waiter downstairs informed me that he already spoke to the other guest and told them he would move them to another seating area and apologizes for the double booking. At 16:45 a white male employee came and told us that we must leave now because his guest for the other party has arrived. And we must go out. Taking into consideration that by then we were still waiting for our food, kids just started getting their food and He insisted that we must leave. The waiter that arranged for the other guest to be moved told the white male employee that he already arranged but still he came up and told us to leave this infront of my guest. He ruined the entire day with his unprofessional ways. My guest to see how tense I was because we are rushed out to leave by the waiter.

This was very very unprofessional knowing that they didn't bring seating for the kids, and the fact that we were never told that we are only booked for 3 hours. If I knew this I would have never ever booked there in the first place. We spent over R8000 there for the day to be treated so badly.

I am truly very very upset with how that guy came to tell us we must go out.

I applaud Ronald, Trinity and The other 2 African male waiters that tried their outmost best to accommodate us for my grand daughters 2nd birthday.

The double booking wasn't our mistake but Yet He came up and told us to leave. He didn't want to take accountability for his mistakes.