We went in to the restaurant at 8:20 and our order was taken at around 8:35. After around 45 mins of waiting for the food the waiter came to apologize that the order somehow did not make it to the kitchen and they had just told them to do it. They were polite to excuse themselves of the problem, which is fine, these things happen sometimes. The problem was that the recovery of the situation was abysmal. We were asked if we want "anything", like what exactly were they expecting us to ask for? It's not that she came with a menu or offered us any option. We just wanted our food. It's not that they came up with a free snack, at least we eat something while we wait. I wonder what they were expecting me to say.
In the meantime our son, tired of waiting fell asleep. When the food eventually came, after almost one and half hours, my wife had to somehow eat with one hand while holding our son clinging on to her. The fries we ordered for him were useless. The food was evidently rushed because the lamb kofta was raw pink in the middle. At that point I was too hungry to complain and just ate, supposedly lamb is safe to eat raw.
At this point we needed to end the situation because our son was evidently uncomfortable and started to complain, so we asked for the bill. We were offered a free drink... Like seriously, all this hassle is supposedly going to be fixed with a free drink? (Other restaurants offer you a free drink when everything goes well to thank you for your custom, not when things go wrong). My wife doesn't even drink. I politely declined, but the waitress insisted i take it to my room. (Again wtf, was i expected to carry a drink all the way to our room, while my wife carries my son asleep?) Incredibly, with all the hassle of our son complaining loudly, they left us staring at the bill for another 10 mins, and i had to go myself to settle it at the cash register.
Needless to say, while the situation was a genuine mistake, it was badly handled and followed up. The food quality was not good (evidently rushed to recover from the problem) and our son didn't even eat his due to the delay. Considering the prices, the least they could have done is give us a discount on the bill, at least for the hassle caused, rather than offering me a cheap drink.
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