I wish
to inform you of our most unforgettable experience at your establishment.I do
believe that you are aware of me because (Name not mentioned) has mentioned that she has
discussed some of our requests with you.
Firstly
when I called to make the booking I received nothing but false information from
the hostess, and to salvage what I could from the previous information I
received, I requested a few items, of which you were not able to meet me
halfway with any, and like I explained to (Name not mentioned) it was a bit too late to find
a venue to meet my requests, therefore I had to work with what I had. It was
also very insulting as the response I received was, “Sorry for the misunderstanding and
miscommunication between you and the host ( Name not mentioned)”,
which only shows that you are willing to use a scapegoat to cover your short
comings?
The initial
information I received from your hostess (Name not mentioned) was understood very clearly, and
based on that I made my booking. So if there has been any misunderstanding and
miscommunication, I believe it was from your staff, because apparently whatever
briefing about the father’s day buffet menu they had, if they had any at all, was
definitely not communicated on a professional level, therefore leading to a lot
of problems that should not have happened at all from a simple reservation.
Also I find it quite surprising that most other establishments (I found out
afterwards, unfortunately), offer a pensioners discount, and your establishment
which is more renowned, does not?
Knowing
it is winter, I booked seating on the inside, but when I got there to look at
the venue, I was informed that it was not possible because of limited space for
my party of 36 and the private buffet that I requested for my guests. The
Banquets manager (Name not mentioned) and the manager on Duty at the restaurant therefore
suggested that the group sit in the outside restaurant with cover and that there would be about four to five heaters installed and
distributed along the Pax table, and the buffet table. When we got there on the
17th, Father’s day, there were only two heaters, and when my fiancé inquired
about the other heaters that were promised, we received one more and was informed by
the manager on Duty at the restaurant that the others were broken. When he was
informed by my fiancé that this was simply unacceptable, he replied that we
knew it was going to be cold, and that there was nothing he could do about it,
in other words, take it or leave it!
Sir,
most likely, after experiencing your level of service at Arebbusch, this mail
is just going to be discarded, but my fiancé and I come from an environment
known popularly as the Food and Beverage industry, with a lot of years and
experience under our belts. Therefore when we had to sit on the outside where
it was extremely windy and cold, observing our guests visibly freezing, it was
not anything to laugh at, at all!
After
booking
for almost 40 people, I guess we were naïve in expecting to be greeted
by
someone in authority, and seeing that everything was as it should be....
what a
thought! Our group entered the restaurant, and proceeded to seat
themselves, as
there was no one to give the first impression, I don’t know if your
establishment work by that, but where we come from we do. As this is
very important for our guests
whether they be, a la carte, buffet, or banquet, the first impression!
Another problem, two very important details that were evidently overseen, and which were
really embarrasing, was that on the long table the reservation sign was
titled, Mrs. (Name not mentioned). If there was any doubt about my marital status,
generally the sign should have simply read, Ms. (Name not mentioned). And secondly,
as in any renowned eating establishment with high levels of service to
be maintained, a simple detail as soup being served, should always have
bread on the side. On the buffet, there was none! We had to request that
as well. But funny,
the only time we saw a manager was when we had a complaint to make, and funny again,
every time a different manager turned up.
I sent
a mail asking of the possibility for our mains to be exchanged from pork to a
chicken dish as I had a few halal guests, the reply I received was “I have discussed the Fathers day menu with the Restaurant Manager and the General Manager, unfortunately we cannot change the menu and the
price.” Well then I expected the menu to
stay the same since such a huge restaurant as yours was not able to be flexible
with our guests. But they just took the initiative to take it out completely
without even asking me?
My fiancé and I
have been in this industry for over 10 years and I have worked in many
different 5 star restaurants and hotels as well as a very prestigious international
cruise line. NEVER in my life have I experienced anything like this. I did not
even feel like a guest but more like a nuisance.
Again,
it is with deep regret that I had to send this mail, seeing that at one time I
really enjoyed frequenting your establishment, henceforth it being my first
option for this event. But definitely, I will not even contemplate going there,
or even refer your establishment for further events. Unfortunately my guests
also feel the same. In ending, just FYI, your establishment should genuinely
work on your first impression approach towards new and existing guests.
Regards,
(Name not mentioned).
Now I am fairly familiar with Namibia. It is a beautiful country with lots of spectacular views, beautiful towns, and breath taking safaris. How unfortunate though that the potential for service in the hospitality industry in Namibia is lacking. Being what it is though, most locals are accustomed and therefore do not complain enough. It has been an observation as well that most establishments do try on giving a higher level of service to internationals, but to their own locals, as a true Trinidadian would say, " lacadaisical!!"
Isn't that sad though since the majority of the local industry's revenue is generated by local people, hmmmm......
Well, this was my two cents people, let me know what you think. Until then peace out, bless!
By Kerwin De Matas
For those of you that read my blog. This is going to be the first of my "Quick Posts".
