Oolaa Central — Restaurant in Hong Kong Island

We had a terrible experience at this restaurant this Saturday morning. We had made a reservation for 3 people but were running late and informed the restaurant about the same. It was a typical rainy morning and taxis were hard to book. When we arrived at the restaurant, they gave us a table for 2 people and added a third chair to make it a table for 3. That table was small even for two people but impossible for 3 to eat there. So we requested for another table. We could see some 4 people tables that were available and when we checked with the front desk, they refused to give it to us, saying it is a table for 4 and they have reservations for it. We went back to waiting, wondering what will they give us, given the restaurant has either 2 people or 4 people table or the big booths for bigger groups. After waiting for some more time (in the rain), we asked how long will it take and the lady at the front desk, in a very very rude and irritated manner, said 10 more mins pointing to a table. Now this table was also four 4 people but had back-less stool like seating. We questioned the lady again that if she is giving us a table for four, then why not just give the other available table for 4 but with comfy chairs (there were more than 1 table for 4 available). At this point she completely lost her cool, made a face and pointed to the table and asked us to just take the table she is giving us. When we mentioned (calmly) that she doesn't need to be rude, she told us that we are being rude because we were late for our reservation and did not take the table that she first offered us - implying that she was doing some big favour to us. It was obvious at this point that we were not going to eat at this place, despite patiently waiting for a good 15-20 minutes. I completely accept that we were late for our reservation, but that doesn't give the right to the restaurant to be rude. I understand that it is a busy restaurant and they probably don't need our business, but it gives them no right to belittle us. We have been a regular customer of Oolaa for a long time but this experience has been truly disheartening. I have to give 1 star or else I can't post this review but the fact is they deserve no star at all. Don't be in the hospitality business if you can't...

I have always love Oola at Central. But very unfortunately, my last 2 visits were not a pleasant experience.

I have contemplated to write this review:

Saturday,6th August 2022. Brunch with girlfriends.

We went during a crowded afternoon, and I had ordered the Smoked Salmon Rosti. I had a great time, the meal was great, the service was good. But the waiting time for the food was longer than usual. I remembered how tasty my dish was and knew very well I would come back again soon. Our unpleasant experience here was when we witness a cockroach crawling through the wine glasses on the hanging rack near the kitchen. We immediately called the male staff in white shirt (assuming supervisor or manager) and informed him. They managed to get rid of it.

Sunday, 14th August 2022: Breakfast with my partner.

I craved for that smoked salmon rosti I was talking about earlier. And decided to head over for breakfast. We chose to sit far away from the kitchen this time round. It was a quiet morning and a handful of tables filled. I decided to replace the poached eggs to hashbrowns. The female staff who attended to us in our section was very friendly.

My unpleasant experience here was when my rosti and hash browns came out with a very clear layer of oil soaked in them. It was a mouthful of potato and oil.

I requested for the staff to change just 1 new piece each (there were 2 of each on my plate). I did not want to change the smoked salmon, vegetables and avocado to prevent wastage.

But unfortunately, when I was served again, it was the same, I had regretted not ordering an entirely different dish.

What upsets me was not only the food, but there was no follow up service/service recovery of asking how the replaced items were.

We asked for the bill shortly after, the staffs presented the bill and saw the untouched replaced items on the table and made no effort to ask.

We paid our bill, and I left hungry still.

I like Oola, but I would recommend a little more staff training in service recovery. I am afraid to share that I won't be back to this outlet in the...

There is a 5 min no show cancelation policy here, and they don't answer their phone around lunch service so be warned. I arrived to learn that our table had been given to another party, I was late. Fair enough. I was meeting a client there and had already confirmed the table 2 hrs prior. As soon as I realised I was going to be late, I rang ahead to let then know, however, there was no way to get the message across that I was on my way... no responses on Google chat, and the phone is permanently off the hook/busy. Upon my arrival, the staff worked hard to solve the situation and were able to find something despite being at max capacity! If only they answered their phone, it would have saved a lot of stress, which could have been avoided. Sometimes things happen... their model does not allow for that. I appreciated the staffs effort to reach a positive outcome, and it all worked out. However, next time I will think twice b4 booking a lunch meeting here. It almost did not end well, which would have had me in a real spot of bother, being Friday. Staff saved the day, thank you for navigating it. 5 stars for the effort, 1 star for not being...