********** Proteat Hotel Service Delivery

The WORST experience I have EVER encountered at a restuarant. I have been to Fire and Ice (Melrose Melrose Arch) quite a number of times before, and have had an exceptional experience.

As usual, I went for what I anticipated to be a lovely dinner with my boyfriend to Fire and Ice in Protea Hotel at Melrose Arch. This was on this evening of the 11th of October 2018, at around 6:30pm. I ordered my usual dish, which is 'idombolo nolusu', and my boyfriend 'Chisa nyama'. The 'Chisa nyama' dish comes with a mixed-grill of serloin steak, lamb chops, liver, sausage and chicken.

We waited for our dishes as per normal, until we were served. My shock and utter disgust however came when what I had ordered - 'idombolo (steamed bread)' was not served. Instead what was served as a substitution was some "mashed potato". So I asked where the steamed bread was, which is the combo I had order, needless to say that that is not an extra, it comes aa advertised on the menu. The response I got was, "the kitchen has just informed me that the dombolo is not available/ ready, and so they have decided to serve you mashed potatoes instead". At that point I was taken aback. First things first, am I not as a customer supposed to be informed of that, so that I then decide whether or not to change my dish? Secondly, how do you make the decision of what starch I should go for on my behalf? Thirdly, what then if I am allergic to potatoes? But more over, I am utterly disgusted, because I am a black woman served by a black waitress whom I believe would know that ulusu (tripe) cannever be served with any other form of starch but steamed bread or pap. So what does that say about your service? That they couldn't be bothered that much!? The manager then comes over, and he offers to substitute that with either potato chips, rice, or in-house rolls. So was I now supposed to dip chips in this tripe?

A little over 10min later, we are then told steamed bread is ready. All that drama for steamed bread that was already being prepared??? Fast forward to food finally being served... The food was completely atrocious. It was tasteless, it was not seasoned, the dombolo was semi-dough. The tripe had ********** smell. I tried to season it with whatever was on the table. We ate and left.

Getting home, we actually realised that the other dish - 'Chisa nyama' actually was not complete, as Liver from the combo as advertised was not served. I am horrified and disguated to say the least. I know for sure that I am not stepping my foot in there ever again. I hope this review reaches many, because above everything else, it just made me realize just how disrespected and underestimated black people are, because what I know is that no white person would have ever not been informed had what they ordered not been available.