Dear Fhaej2024,
Greetings!
First and foremost, I would like to apologize for the inconveniences you had experience.
This was the first complain that we received regarding our food so upon receiving your complaint, we immediately launched a thorough investigation and updated you in your Messenger as soon as possible.
Allow me to state all the facts.
On May 16, 2024, your group was a Walk-In guests, staying from a nearby resort. You were dining at Sur from 4:30pm to 9:00pm and ordered mostly cocktail drinks and sisig. On that day, we received No complaints with regard to our food.
On May 17, 2024, Your group came back to Sur to avail our happy hour from 5:33pm to 9:05pm and ordered cocktails and the same food where we received No complaints about our food.
It was on May 18, 2024 , the next day at 4:40 in the afternoon that you complained about the symptoms and informed us via messenger blaming the resort.
We reviewed our kitchen protocols, interviewed the staffs on duty, and examined our food storage and preparation areas. We also checked if there was any similar incident complaints within the time frame for all other customers who ordered the same for which we found None.
Moreover, our sisig is one of the fast-moving pica pica and we have to replenish our stocks immediately. The sisig that was served in your group was fresh because the production was made on the same day. Furthermore, not only was Sisig well cooked, but It was also served on a sizzling/hot plate.
Lastly, The CCTV footage shows that the more than 3 persons sitting in 1 table ate the food but according to your complaint, not everyone experienced the symptoms.
We have found no evidence of contamination or lapses in our food handling processes and procedures and we sent you the result of our initial investigation
Despite of this, for humanitarian reasons, we still asked for a Proof from your end proving that indeed you got your symptoms from our restaurant so that we can proceed in helping you with your concerns. We kept on asking you to provide us with laboratory results or medical certificate so that we can act on your concern but you did not provide any documents nor results of your diagnosis. If you gave us the documents we need, that it is really the Company's fault then we will not hesitate to extend assistance to you. We can even give you the Free Transfers for your group that you are demanding from us despite you're staying in other resort .
We would also like to correct the alleged refusal on our part to face your complaints. The Barangay informed you to have a meeting with us in person but it was you who refused for the reason that you were leaving Boracay soon. For clarification, yo9u can contact them.
We would like to assure you that all our practices meet the strictest health and safety standards. We value your patronage and would welcome the opportunity to restore your confidence in our establishment.
Warm regards,
Management