Bad experience

I've send them this with no response Dear Management Team, I am writing to formally complain about the extremely disappointing experience I had at your buffet restaurant on 1 February 2026. Despite having a confirmed booking, my name was not on the list when I arrived last week with my husband to check the placeoutand to identifya spot for my function. Yesterday Nothing had been prepared or set up, and as a result my guests and I were left waiting in line for a long period of time. This was frustrating and embarrassing, particularly as arrangements had been made in advance. Service throughout the visit was very poor. The waiter was frequently unavailable, making it difficult to receive assistance when needed. In addition, the portion sizes served by your staff were very small, which is completely unacceptable given that I paid for a buffet service. Guests should not be restricted to small portions when a buffet has been paid for. The quality of the food was also extremely poor. There were only breast portions chicken available very dry and clearly not suitable for everyone’s preference. To make matters worse, I found hair in my food, which is a serious hygiene concern and completely unacceptable. Furthermore, I was informed that a 10% tip was compulsory, yet this amount was automatically added to my bill without proper explanation or my consent. Given the level of service and food quality we experienced, this was especially inappropriate. The line to dish food were extremely long and the placed were over booked and very unpleasant. By the time you get to the food there were nothing and refill took forever. I would suggest a air-condition or fans as it was crowded and very hot. Overall, this experience fell well below an acceptable standard of service, food quality, hygiene, and professionalism. I am extremely disappointed and expect this matter to be addressed promptly. Please note that if this issue is not resolved satisfactorily, I will have no choice but to take this matter further. I would prefer to resolve this directly with you and await your response regarding appropriate compensation or a refund. I look forward to hearing from you. Kind regards,
Samantha Plaatjies