AM
Aqua M

1 reviews | Active since Jul 2018

24 Aug 2021, 13:29

The disappointing restaurant.

Absolutely beautiful place and peaceful. The staff is very friendly and the room i was in, the luxury room was breath taking. I was told it was recently revamped and I could tell. However, the air-conditioner is located at the corner so it hits corner to corner even on the rotation mode. One cannot feel it while on the bed or anywhere else but directly opposite where there's a dinning table. The restaurant had horrible service and it completely ruined our stay. There is no order with how the waiters/waitresses work. You will not know who your waiter is because 5 different people will come take the order and you will be served everything by different people too AND! the order is always wrong! Barman doesn't even know his own drinks because he denied lemon being in the ****tail while it was clearly stated in the menu. ITS A MESS! People who came way after will be served first oh and DON'T SIT AT THE OUTSIDE DECK, they'll totally forget about you and you'll have to keep getting up seeking for service whether its asking for a menu, to place the orders, to check up on the orders etc. They have a table beeping system which we pressed a couple of times but it was clearly malfunctioning. To top it all... after dishing up your food on the plate, they don't wipe it clean before serving you. It will come dirty with splashes and hand prints. That restaurant is a real disappointment to the place.

0
Replies (1)
Thaba Eco Hotel
Thaba Eco Hotel's reply24 Aug 2021, 18:14
Official
 Good day Acquila, Thank you for the valued feedback. We always appreciate hearing feedback about the experience that we provide, and your comments have been taken to heart. We have recently employed more waiting and bar staff and runners to assist on our busy days, We are aware that further staff training is required,  as well as re-training of staff that have returned to work after being on layoff for months due to the last lockdown, we assure you that this remains our top priority and training programme is on-going. As management we are aware that we need to put our policies and procedures in place to assist them to provide better service, meaning getting back to basics such as allocating them to sections, so our guests know that this is our waiter and provide training with introducing themselves.  The buzzers do assist with service and we have informed our front of house management that this needs to be checked that it is working daily. We will focus on the plating of food as it is not our standard to send out dirty plates to our guests.

We thank you for your patience and support during our bounce back and we hope to welcome you back for a true Kraal experience soon!