Horrible Management and customer services

We are extremely disappointed and disgusted with the service we received from the hospitality manager and her colleague. We purchased a voucher through Wikideal specifically to celebrate Valentine’s Day. My husband called more than 10 times and sent emails trying to make a dinner reservation before eventually getting through. He even called again afterwards to confirm that our booking was secured, and we were reassured that everything was in order.

When we arrived on the day, we were shockingly told that our voucher was not valid for their Valentine’s Day special and that we would need to return another time. This was extremely upsetting, especially considering the multiple confirmations we received beforehand.

The situation escalated further due to the unprofessional and unacceptable behaviour from staff. We were shouted at as we were walking out the door, which was humiliating and completely inappropriate customer service.

We made a great deal of effort to plan this special evening together. We arranged childcare and paid a nanny to look after our baby, only for our Valentine’s Day plans to be completely ruined due to poor communication and lack of professionalism.

To make matters worse, we are now unable to obtain a refund because the voucher was purchased in January. It is incredibly unfair that customers must carry the loss for mistakes and miscommunication on the establishment’s side.

We would strongly urge management to investigate this matter and take accountability. At the very least, we believe a refund or suitable compensation should be considered, as this entire experience has been unacceptable and deeply disappointing.