Poor overall customer experience

This weekend was the first time I had lunch at the Protea Hotel Fire and Ice and the service was disappointing to say the least.<br> <br> Granted, we were a large group but basic waitressing skills were lacking. It started with us having to wait more than 15 minutes for water and when the jugs eventually arrived no glasses were given. All in all took close to 30 minutes before any of us had our first sip.<br> <br> Drink orders were filled incredibly slowly which was surprising considering the emptiness of the restaurant. We resorted to ordering our drinks directly from the bar which proved to be the much faster option. <br> <br> The order food/ cutlery order was all wrong. We ordered ice cream for dessert and by the time the cutlery arrived half of it had already melted.<br> <br> Waiters and waitresses were seen chatting at the bar and one commented that she was too hungover to work.<br> <br> Simple mistakes but they ruin the overall customer experience - I had expected more.