LB
Lacuna Bistro
Unclaimed Business
LB
Lacuna Bistro
Unclaimed Business
1 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|1 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About Lacuna Bistro
Lacuna Bistro has a TrustIndex of 0 out of 10 on Hellopeter, based on 1 reviews in the last 12 months. Hellopeter has tracked Lacuna Bistro across 5 total reviews. How is the TrustIndex calculated? →
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceTB
Tumi B
1 reviews | Active since Jan 2020
11 Feb 2026, 08:07
Confirmed Valentine’s booking cancelled due to hotel’s internal process failure
I am lodging this complaint due to the unacceptable handling of my Valentine’s Day reservation at Lacuna Bistro, Maslow Hotel. Two weeks ago, I made a booking for six people via the hotel’s official website for Saturday, 14 February. At no stage during the booking process was it indicated that Valentine’s Day would be a ticketed event requiring separate payment through Quicket. On 9 February, I received a call from a staff member who stated that she had only just seen my booking because she had been on leave. She informed me about the Valentine’s event and asked me to book through Quicket, but specifically reassured me that my table would remain while I completed the “formalities.” When I went onto Quicket, the event was already sold out. On that same day, my booking was cancelled. When I contacted the hotel to query this, I was told that I should have phoned instead of booking through the website because online bookings take five days to reflect on their system. This explanation is unacceptable. I used the hotel’s official booking channel, and any delays or internal process issues are the hotel’s responsibility—not the customer’s. If Valentine’s Day was a ticketed event, the website should have blocked standard reservations for that date, or clearly communicated the ticket requirement at the time of booking. Instead, my reservation was accepted, left unattended due to staff availability, and only addressed once the event was already sold out. I was then penalised for a situation entirely outside of my control. This reflects a serious breakdown in systems, communication, and customer care. It is unreasonable for a confirmed reservation to be cancelled less than a week before Valentine’s Day due to internal administrative failures. I expect a formal explanation of: 1. Why the website allowed standard bookings for a ticketed event. 2. Why my booking was not actioned in time. 3. What steps will be taken to rectify this situation. At present, I am left without a Valentine’s booking for six people because of the hotel’s internal errors - this is totally unacceptable
Helpful (0)
|Replies (0)TB
Tumi B
1 reviews | Active since Jan 2020
11 Feb 2026, 08:07
Confirmed Valentine’s booking cancelled due to hotel’s internal process failure
I am lodging this complaint due to the unacceptable handling of my Valentine’s Day reservation at Lacuna Bistro, Maslow Hotel. Two weeks ago, I made a booking for six people via the hotel’s official website for Saturday, 14 February. At no stage during the booking process was it indicated that Valentine’s Day would be a ticketed event requiring separate payment through Quicket. On 9 February, I received a call from a staff member who stated that she had only just seen my booking because she had been on leave. She informed me about the Valentine’s event and asked me to book through Quicket, but specifically reassured me that my table would remain while I completed the “formalities.” When I went onto Quicket, the event was already sold out. On that same day, my booking was cancelled. When I contacted the hotel to query this, I was told that I should have phoned instead of booking through the website because online bookings take five days to reflect on their system. This explanation is unacceptable. I used the hotel’s official booking channel, and any delays or internal process issues are the hotel’s responsibility—not the customer’s. If Valentine’s Day was a ticketed event, the website should have blocked standard reservations for that date, or clearly communicated the ticket requirement at the time of booking. Instead, my reservation was accepted, left unattended due to staff availability, and only addressed once the event was already sold out. I was then penalised for a situation entirely outside of my control. This reflects a serious breakdown in systems, communication, and customer care. It is unreasonable for a confirmed reservation to be cancelled less than a week before Valentine’s Day due to internal administrative failures. I expect a formal explanation of: 1. Why the website allowed standard bookings for a ticketed event. 2. Why my booking was not actioned in time. 3. What steps will be taken to rectify this situation. At present, I am left without a Valentine’s booking for six people because of the hotel’s internal errors - this is totally unacceptable
0
Replies (0)LB
Lorraine B
1 reviews | Active since Jan 2020
7 Feb 2023, 11:36
Lacuna Bistro - valentines Review
Lovely bar that is not noisy for those not so loud conversations
Helpful (0)
|Replies (0)LB
Lorraine B
1 reviews | Active since Jan 2020
7 Feb 2023, 11:36
Lacuna Bistro - valentines Review
Lovely bar that is not noisy for those not so loud conversations
0
Replies (0)RT
Rendani T
1 reviews | Active since Jan 2020
13 Apr 2022, 22:35
Bland steak
I went to the bistro for a birthday lunch the customer service was amazing however the food was a huge dissatisfaction in my whole entire life I have never tasted a steak that was poorly cooked like that it tasted like cardboard.
Helpful (0)
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Rendani T
1 reviews | Active since Jan 2020
13 Apr 2022, 22:35
Bland steak
I went to the bistro for a birthday lunch the customer service was amazing however the food was a huge dissatisfaction in my whole entire life I have never tasted a steak that was poorly cooked like that it tasted like cardboard.
0
Replies (0)BM
Boitumelo M
1 reviews | Active since Jan 2020
5 Sept 2021, 07:45
Nice Modern Bistro friendly staff with quick and efficient service definitely recommend
Food is divine, service good and area relaxed and inviting. The ****tails were delicious! Beautiful setting! Relaxed atmosphere, great food. Definite recommendation for dining out. Service does need some work though. Sweet was a good and interesting buffet option
Helpful (0)
|Replies (0)BM
Boitumelo M
1 reviews | Active since Jan 2020
5 Sept 2021, 07:45
Nice Modern Bistro friendly staff with quick and efficient service definitely recommend
Food is divine, service good and area relaxed and inviting. The ****tails were delicious! Beautiful setting! Relaxed atmosphere, great food. Definite recommendation for dining out. Service does need some work though. Sweet was a good and interesting buffet option
0
Replies (0)TM
Tumi M
1 reviews | Active since Jan 2020
25 Nov 2019, 10:32
Disappointing food
Yesterday me and my 4 sisters went out for a spa day at the Maslow hotel. We started with a spa treatment (which was awesome)! Then we decided to go to lacuna bistro for lunch. When we got there we requested for a table outside and we were told that we had to wait for the table to be set and and for house keeping to come clean. Finally when we were settled outside we ordered our food (3 steaks, 1 bunny chow, 1 peri peri chicken). Food didn't take long to reach our table, which was a good thing for us as we were starving. Looking at our plates we were astonished, the steaks had a funny looking color, a mixture of brown and gray, the bunny chow too spicy to swallow, the chicken tastless and with no peri peri, but I the worst was the fact that all the meat did not taste fresh. When the table was cleared, only a quarter of the food was eaten. We literally paid R1400. 00 to make ourselves sick.
Helpful (0)
|Replies (0)TM
Tumi M
1 reviews | Active since Jan 2020
25 Nov 2019, 10:32
Disappointing food
Yesterday me and my 4 sisters went out for a spa day at the Maslow hotel. We started with a spa treatment (which was awesome)! Then we decided to go to lacuna bistro for lunch. When we got there we requested for a table outside and we were told that we had to wait for the table to be set and and for house keeping to come clean. Finally when we were settled outside we ordered our food (3 steaks, 1 bunny chow, 1 peri peri chicken). Food didn't take long to reach our table, which was a good thing for us as we were starving. Looking at our plates we were astonished, the steaks had a funny looking color, a mixture of brown and gray, the bunny chow too spicy to swallow, the chicken tastless and with no peri peri, but I the worst was the fact that all the meat did not taste fresh. When the table was cleared, only a quarter of the food was eaten. We literally paid R1400. 00 to make ourselves sick.
0
Replies (0)