Garden Terrace is one of the two restaurants that the Swiss-Garden Hotel has and during our full stay, there were 2 failed attempts to dine in this place. See full story below.
1ST ATTEMPT – On the day of our arrival
- We had our late lunch at Nando’s (in the mall where the hotel is located) and told ourselves that we can have dinner at either of the 2 restaurants or try in-room dining.
- Then came dinner and so we went down, only to be told that they were closed for the evening. Thankfully, this wonderful lady (I think she’s one of the heads of the hotel) informed us that we can just go back the next day for breakfast & lunch, or try other dining options within the area, especially if we want to try their local food.
- With this failed attempt, we went to Garden Terrace instead for dinner.
2ND ATTEMPT – LUNCH
- We didn’t feel like having any breakfast so we said let’s just have lunch and for sure, they’re open. So we fixed ourselves, dressed up and walked happily to the restaurant. At the door, we gave our room number but WE WERE TOLD THAT THEY CANNOT ACCOMMODATE US because it’s currently “FULL HOUSE” due to an event.
- The staff asked us if we have reservations and I said none.
- It was around 1:00 PM and so I asked for the possible waiting time and the lady at the door answered that she is not sure but they will close at 2 PM.
- Then, I asked if it’s possible for us to be accommodated because anyway, were just 2 persons and a small table can fit us. But the person at the door refused.
- So we left and had our lunch at Seoul Garden Hot Pot.
- After our lunch and coffee, I went to their front desk and requested to make a reservation at the Sky Garden Restaurant.
- I can see that the staff at the front desk were busy but their faces we’re almost like saying “what the heck do you need?”
- The woman told me that I should make a reservation directly to the restaurant but I told her that the woman from Garden Terrace just advised me the opposite – to make reservations at the front desk.
- She even assumed that I’m trying to squeeze in an accommodation because she told me that “If the restaurant says they’re full, there’s nothing that we can do” but the problem was she did not understand my issue. SHE WAS NOT LISTENING.
END OF THIS STORY
- She wrote the phone number on a piece of paper and asked me to call & reserve it myself.
- It was as if she doesn’t have a phone in front of her and it was a total waste of time to help a guest with her request.
Finally, on our 3rd attempt, we were finally accommodated and we were the first people to enter the restaurant for lunch.
Grilled Lamb Chops
The bread roll that comes with the soup was already cold.
They also have potong and 4 ice cream flavours to enjoy.
Steamed Sweet Mini Buns
Their croissants are buttery and flavourful.
Price / Value for Money – 4/5
- I’m giving them the highest rating because paying
85112 MYR for a buffet lunch for 2 and 60 MYR for buffet breakfast (also for 2) is surely a steal!
- The quality of food is good
Quality of Food – 4/5
- Despite the limited variety of fruits and fresh vegetables (on salads,) I will still give them 4 stars because the other food that I tried are good.
- Love that they provide a decent coffee at the restaurant.
Customer Service – 2 / 5
This is the part where I will release all my rants so behold!
If you’ve been a reader of this blog for a while, you’ll know that I’m a sucker for a good customer service because I also came from the customer service industry. But to at least provide the very basic information to your clients is not too much to ask.
AREAS OF IMPROVEMENT
Provide proper information to your clients.
At least let them know that one should make reservations for lunch. It should be written somewhere or if not, tell them upon check in.
Staff’s attitude in handling customer’s request/issues
We’ve experienced booking different hotels and for if they are categorised as a 4-star hotel, their customer service is not their strongest suit and believe me when I say that I’m being VERY GENEROUS with my word of choice here.
To make your client feel that they are somewhat an annoyance to your job is just wrong. Actually, pwede ko sana patulan, but I chose the higher road and chose to just smile sarcastically when they were trying to throw me like a ball at the time that I was asking for help with my lunch reservations. They were pointing fingers on who should do it but in the end, it was the client who made the reservation and none of them helped.
“Let me see what I can do for you”
These are the words that we all wanna hear from the staff because at least we know they tried to help you, but I guess they don’t know this. Once they say they can’t accommodate you, that’s the end of the conversation. Go find a way yourself!
Lack of Courtesy
At exactly 12 noon, we were at the door of the restaurant and despite seeing us, there was no one from their staff that greeted us. They just looked at us and moved on.
They only acknowledged us when I asked if they are already open for lunch. There were no welcome remarks. No “Good afternoon” greets or “how are you today?” There were no “Hi, my name is ________ and I’ll assist you today” – NADA.
I’m not saying that they should like, bow down every time they see us, but all I’m saying is that they should at least do basic courtesies. (more stories later on)
I was thinking, was it because of the conservative culture? But no. From the hospitality industry’s point of view, it’s just not right. It was surprising, actually.
And while having lunch, the group of people who were dining the day before (when we’re told that there’s an event and it was a full house) came in and sure the room was ALMOST full but there are actually more than enough seats to accommodate 2 people. So this gave me an impression that they don’t give much importance if you’re an in-house guest.
It was the complete opposite when we had our lunch at Swissôtel Merchant Court Singapore. Even though we’ve already checked out and was also a full house, their staff found a way to accommodate us and even told us that we can still enjoy the in-house guest discount.
Will you go back to stay next time you visit the city?
- I am not sure at the moment.
Will you recommend it?
- The food, sure. The service, no.