Thank you for taking the time to respond to my review. It shows that at least the reputation is important for you. Maybe there is still hope. However, as the Assistant Gen. Mgr. you are either extremely badly informed or trying to misinform the public. The long response is full of blatant omissions and lies. Let me touch upon a few:
There was never any mention of the smoking table not being available during booking or when we arrived at the restaurant but the comment was that no smoking was allowed on the terrace. Only when we noticed the other Guest smoking happily, your team created a make-shift standing smoking zone next to them and then you came up with this story in your kind response.
Also the story of the fresh ingredients does not stack up at all, one of the lady friends got extremely sick that night from the really fresh ingredients you claim to use.
As for our reaction to our discovery on the terrace, of course we were very angry and disappointed. However, there was no foul language whatsoever. One of the gentleman in our group did raise his voice upon which the Maitre D' asked for him "to lower his voice". I was personally in that discussion, so I do know what was discussed. Then she came up with a sitting arrangement for us in the old outdoor bar area as a solution but then added that we could not smoke there... As if making fun of us and the situation...
And now I found out why your team has been so uncooperative that night and why the restaurant service on the night so bad: It looks you needed to get rid of us quick because you had to turn the place into Monarch, a Night Club and were obviously not interested serving the restaurant guest properly. Maybe the Club is more profitable and you are prepared to take a risk with the paying restaurant guests. I suggest that if that is the case then please close the restaurant and focus on what gives you more profit, don't take it on us. Don't ruin your guests' weekend eat out.
The only three reasonably correct things in your long response were:
1. The comment on the wine - my comment was just to highlight the interesting frequency of finding the last one or two bottles almost in all the restaurants. So, was not a direct criticism at you, there were many others.
2. Cold vs Warm Foie Gras was indeed a mistake by one of the couples in the group who ordered it and you kindly helped them to choose another starter. But that is not to say that the starter all arrived late and at different times.
3. Last but not the least, it is good to hear that you acknowledge Me @ OUE is NOT a Fine Dining establishment. You are certainly not. However, a simple search on the internet reveals that you are quite happy to advertise yourselves as one, pls check out your entry on Chope. $$$$ & Good For: Fine Dining
With that I leave it up to you to decide whether you should further try to defend the many wrongs of a horrible experience or start looking in to understand why a whole group of people, not 1, not 2, not 3, but all 11 think it was a nightmare experience.
I would like to thank you again for taking the time to write to us in response to my reply.
I appreciate your attempt to dismiss most of my comments. However we as an establishment practice documenting conversations with guests during their reservation process. Therefore, the whole smoking area issue was handled in the way I mentioned in my email and two of my colleagues over three occasions clearly specified the non-availability of it to you.
The issue of one of your colleagues not feeling well could be indeed down to food consumed but it was perhaps not the food at ME@OUE. We had 78 other diners who had dined in on that evening and have not provided us with a similar feedback.
The issue of the use of foul language. I shall not comment on it further. The Maitre d' is still clearly able to recollect the situation and we stand by her and our account of the conversation.
We were nothing but cooperative towards our requests that evening. All the restaurant patrons who dine in with us late on Fridays and Saturdays are more than welcome to stay on when the Monarchy commences. The Monarchy is an event series that we host and we do not require guests to leave the premises for it to commence. Rather the contrary.
I truly believe that your expectations are not aligned with the experience we provide at this establishment. I believe that was indeed the case with all 9 of the guests who joined us for dinner on the evening of the 25th.
The Team at ME@OUE
Last time we were there it was ok too.. that's why we went there a second time only to find it extremely different. ... such as shame..
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