Terrible food and service Re: Reservations On Sept 22, I made a reservation with Jovie and then reconfirmed with Arian for 17 pax, 730 PM, on Sept 23, Saturday. I asked Arian if there was a private room and she said there was but only...for 12-15 pax. So she and I said we cannot be in there. And I said I really prefer the main dining room. So she confirmed my reservation at that point. 7 of us arrived early and they said they were directed to the private room. When I arrived at 730pm, some had already ordered food. It was cramped of course, very stuffy, poor ventillation and there was no waiter in sight so we had to go out several times to call a waiter. I then went out and asked why we were put in the private room when Arian had confirmed my reservation for 17 pax at the main dining room. So noone could answer me. I asked for the manager and Prime came. First, Prime said that I was not assured by Arian about the main dining room. I called Arian and asked her and she said that yes she confirmed it. Prime said that there were others who reserved ahead of me. So I said you should have said sorry we can't give you a table in the main dining! But did not. And then I asked who moved us to the private room and they were pointing fingers at each other. Prime then tried to reason wrongly by saying "did someone not call me to tell me that I will be moved to the private room?" I said no! So, at that point I saw a table for 10 being given to someone else and another table for 8 that jst got vacated- I said those are for me. So, we moved to the main dining WITHOUT Prime offering us to do so. No apology at that point and no solution but lots of bad excuses. Since noone was admitting mistake I asked Prime for the last time, before we left, who moved us to the pvt room so I can tell my story to you correctly. He finally owned up to it. Re: Food I returned my wagyu- it was tough and tasteless. The tempura shrimps were soggy and lacked taste. Chawan mushi was tasteless. Chahan lacked taste too. The pork katsu was good and the unagi. Re: Service We waited so long for the orders to come. I asked on the phone if I could bring a birthday cake and they said yes. We gave them the Vizco's strawberry shortcake to put in the ref while dining. They must not have because when it was brought out it was not cold and had partially caved in. The saucers and forks took so long in coming that my sister almost went into the kitchen to get it. Our table for 8 was given a small dollop of ice cream but not the table for 10 (despite us reminding and them saying it's coming. Never came). I was also told I could not call you and had to email you instead. That's just terrible. Perhaps Prime thought having to write this lengthy email would deter me from reaching you. It is quite a chore which I hope you will appreciate. Re: Billing Back at the hotel, at almost 11pm I got a call from your staff asking to talk to Simon ( my nephew). He was told his debit payment didn't go through. But Simon told the caller that he already got a notice that payment of p2k plus has been debited. And the caller then said oh ok sir. Mr Sonoko Taguchi, my husband and I were there in June, barely 3 months before. We were happy with the food and service that's why we took our big family there. 2 of them also dined like 2 yrs ago and 1 longer than that and both had pleasant experiences. Did you change your chef and your supervisor? That night was an absolute nightmare! What happened? So after recommending Chaya to my family and friends last June, I am now retelling this horror story instead. S. OngMore
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