Wonder what’s in store for the dining world in HongKong?
Friend of mine booked Gia Trattoria at Fenwick Pier Wanchai for her birthday and paid $2200 deposit. Unfortunately she got admitted to hospital and undergoes surgery 2 days before her birthday. We called to ask for a refund 2 days prior to the event and the calls were picked up by a nice gentleman called Sean. He offered alternative that he could think of to solve our problem based on the restaurant policy but they wasn’t good enough for us. If you wonder the alternative, it’s extending the validity of the deposit and allowed us to spend in anytime within a month. It could be a good alternative only if we are local or someone who stay in HK permanently.
Sean nicely escalated the case to Matteo who is the manager. He (Matteo) surprised us with everything that you can think of about bad service from body language to vulgar words. He mastered the art. Not to mentioned he addressed us as “sh**” too, and yes in front of rest of the guests.
I hope there is someone who can take the ownership of this case and few things that should be address by the company immediately
1) Instead of listen empathetically our situation; the manager vented his frustration to us.
2) Claiming will ruin our reputation. Perhaps there is call recordings or CCTV footage evidence
3) Should have evaluate this case by case to see if the guest has a genuine problem
I wish the management can take these kinds of things seriously. This is the service that can definitely break the company. If you haven’t fine-tuned your service effort, you could be facing a gloomy future.
Amazing Hong Kong, they said you should always travel to HongKong to eat? Think twice. Never think a restaurant can changed my view towards this country. It was a terrible experience, it blew our mind.
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