So-so food. Poor customer service - reception and manager - Onban Korean Restaurant - Okada Manila Parañaque - Buy Reservations
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🤮 1/5 - So-so food. Poor customer service - reception and manager
By 👻 @michelle p, 02/07/2022 3:00 am
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Food was okay but it wasn't even close to the real Samgyupsal experience in SoKor given the price. Worse (actually the worst) was their customer service.
I made a reservation the day before we went and informed the reception that it was my husband's birthday and asked if there is anything for him - discounts, cake, whatever. She said "before po mam meron pong complimentary cake pero ngayon po wala na." so okay fine.
We went to the restaurant, eat, and paid up then later on we found out that you CAN actually get a cake if it is your birthday. But when we got the voucher and tried to redeem the cake from Goryeo the receptionist who I was talking to over the phone the day, told us that we should have told them about the cake upon reservation. What's worse than the cake was that we were supposedly entitled to a 30% discount. When I asked her why she didn’t tell me about the voucher and discount over the phone when I explicitly asked about it, she said they don’t know when these promos are available. They expect you to know about promos better than they do. And you NEED to know about the promo when you make a reservation. To think that I mentioned my husband’s birthday upon reservation, again in their lobby and yes, once again asked about it again before paying up. This got me pissed because obviously, palusot! I told them that they cannot expect us to know more about the promos when they are staff inside Okada and or the least what they can do is just mention that SOMETIMES there is a promo.
This is when the manager was called in. When I explained the situation, he basically repeated what the receptionist mentioned. (1) You can get the cake if you mentioned about it during reservation (2) We should know about the promo/discount and have the voucher prior, because they don’t. When I mentioned that they could have told us to check if there was a promo, he said verbatim "Ma'am, hindi naman po namin pwedeng i-ask bawat customer na 'nagcacasino ka ba?' kasi yung casino po ang may offer ng cake at discounts kasi baka ma-offend po." This made me even angrier. I was like, Seriously? Did the manager just say that?
You don’t even need to ask if he/she is a casino player. If someone makes a reservation and one of the guests is a birthday celebrant, they could simply say - If you are a casino player, sometimes Okada has a promo for birthday celebrants, you can check the latest promos on this website or thru their rewards/membership counter. But no, they cannot be bothered to do this. They cannot be bothered to try and be updated about Okada’s promos, this is the guest’s job. All I heard from them were excuses and not one of them apologized. They remained firm that it wasn’t their fault and they didn’t have any short comings at all in a subtle sarcastic tone.
I am truly surprised that a manager and a receptionist seem to have no hospitality/customer relations training given they work in a high-end extra-expensive restaurant. Your service is very very poor and your food is so-so.
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