I had booked Thai Soul for a private family lunch for my daughter's birthday. Ms. Ilda had booked my reservation the previous day. Having visited this restaurant earlier, I had requested a corner table with a couch, and a birthday cake to surprise my daughter,...which Ms. Ilda had promptly attended to and confirmed the same.
However, when we visited the restaurant, we saw that the corner table was already occupied. We were seated somewhere in the centre. Secondly, the cake was also not arranged. When I spoke to Ms. Keerthi, she expressed ignorance of all the special requests I had made when making my reservation.
I then specifically asked for arranging the cake (whatever is available) to which Ms. Keerthi promptly attended to. However, we got the cake only after the starters were served. I can understand that it would have been difficult for the hotel to arrange for a cake at the last minute, and hence the delay.
But the special occasion was spoilt anyway.
Although initially I was a bit unhappy and expressed my disappointment at the beginning, but I tried to play it down as I didn't want to spoil my daughter's birthday experience. However, the confusion and frustration was clearly evident from Ms. Keerthi's expressions, her body language, and from her demeanour all through until we left the restaurant. Not at all expected from the staff of a 5-star hotel.
Jesky who served us also need some training. He was very hyper and was literally dancing when taking our orders. It looked like he had some other emergencies to attend to and is just taking our orders to run away asap.
Overall, I had a very unsatisfactory experience with Thai Soul and would recommend the hotel management to up the level of services and the training offered to your staff.More