The MOST ********** Service Delivery at Fire and Ice Protea Hotel (Melrose Arch)

Good Day,

The WORST experience I have EVER encountered at a restuarant. I have had non-satisfactory encounters at restuarants before, but this one has to be the utmost worst. 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 the 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 at R230.

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 substitute was some "mashed potato". So I asked where the steamed bread was, which is the combo I had ordered, needless to say that that is not an extra, it comes as advertised on the menu. The response I got was, "the kitchen has just informed me that the dombolo is not available/ ready, 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) can never be served with any other form of starch but steamed bread, pap or samp. So what does that say about the restuarant's service? That they couldn't be bothered much!?

The manager then comes over, and instead of addressing the fact that a customer was not informed upfront that idombolo was not available, he just nonchalantly apologises and offers to substitute that with either potato chips, rice, or in-house rolls. So was I now supposed to dip chips in this ulusu (tripe)? My frustration at this point is that none of these employees really care to ask if I want to change my dish, they are just shoving substitutes down my throat, because what they will not do is change this dish that has already been prepared.

A little over 10min later, we are then told idombolo 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 tripe was swimming in broth, it had some ********** smell, and idombolo was essentilly semi-dough. It was plain horrible!!! At that point as a black woman who understands poverty fairly well, I am thinking I could easily just escalate this waitress to management, and have her lose her job for such a disgusting service at such a well known and rather decent restuarant; but my consience made me think about the kids that might be dependent on her salary. So I held my breath, tried to season the food with whatever was on the table. We ate and left.

Getting home, we actually realise that the other dish - 'Chisa nyama' actually was not complete, as Liver from the combo as advertised on the menu was not served. I am horrified and disgusted 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. If this is what Fire and Ice's service is what it has come down to, then certainly they do not deserve any loyal customers at all. Above everything else, it just made me realize just how disrespected and underestimated black people are, because what I know for darn sure is that no white person would have ever not been informed had what they ordered not been available. But because of my race, the staff including the Manager at Fire and Ice (Melrose Arch) could not be phased. Why then should I concern myself with what their kids could lose in the expense their parents' ill behaviour. I do hope that this will reach Protea Hotel's management and that the staff is treated accordingly. I will not rest until justice is done on this very matter.

Regards

Zukiswa Manciya