Brunch & Cake Lake View — Restaurant in Cairo

Subject: “Service Level needs IMMEDIATE improvement”

(Before you read my feedback. I would like to emphasize that it is written with good intentions and because we believe this place can meet high expectations if the right focus and process exist.)

It’s such a shame to go to such a beautiful place with a peaceful ambiance and not enjoy it. For perspective, total bill was EGP 8K.

They are not capable of serving a family of 10 members despite they have two huge tables that can accommodate groups.

The pizza appetizer was served without serving plates and cutlery for each member. Even when we asked for them, the surprising answer was “the plates are being washed”. We ended up eating by using tissues as plates, which was messy. I felt I was back to school days with this chaos.

Even the tissues were not enough to handling the eating stunt and at the same time wipe our mouths and hands. it took forever to bring the new tissues, platters and cutlery.

We asked for drinks but they said they only have fresh juices. We asked if they have any other drinks similar to Mohitos, the answer was the sparkling water is out of stock. However, A FEW MOMENTS LATER we see a waiter serving a 2 litre passion fruit drink with sparkling water along with other drinks that are not considered as fresh juices.

THIS WAS THE TRIGGERING POINT !!!! This escalated the situation and of course i had to express our disappointment. Especially when you look at the rest of the tables and see the basic service is being provided such as plates, cutlery tissues and tables are being cleaned regularly….YET they failed to do all of this for our table!!

I ordered the classic burger which should be a basic dish to prepare and the margin of error is usually low. Honestly over 4 hours have passed after eating it and I still feel the taste of sauce in my throat which was not a pleasant experience.

Dishes were being served separately with a long time span between them! We ate in phases!! Some of us finished eating while others still waiting for their dishes. Preparing the food took longer than expected.

ONLY ONE WAITER was able to save the situation, smartly, his name is Essam. So he is the ONLY one that DESERVES the 5 STARS for his positive attitude absorbing my frustration. Immediately taking charge from the other waiters to fix the service level. And change my experience in the place. I honestly only thank him for a great job.

Our advice to Brunch and Cake is to:

1. retrain their staff and improve their understanding of the menu to provide suggestions specially when the guest is asking for it.

2. train the managers to keep an eye on each table not just focus on some. I have been watching both indoor and outdoor managers. I tried calling the outdoor manager before Essam’s intervention. We had eye contact but he didn’t respond and walked away. I will give him the benefit of the doubt, either he ignored me coz I’m an indoor guest or I will assume the better: he looked at me but didn’t see me calling him. As for the indoor manager we only saw him when the bill was served, which to me was disappointing. Not only this, he came asking IF there were any issues. Honestly I had no energy to repeat what I said specially when I was already LOUD ENOUGH and other guests could hear me at the time I was sharing my frustration with the SUPER WAITER Essam.

3. Last but not least improve your process to enable efficiency; shorten and organize the serving time of both appetizers and main dishes.

Wishing...

If you sit in a relatively expensive place and they bring your water bottle accompanied by single use plastic cups. What would you think?

I've been going to Brunch and Cake since the soft opening. Always loved the food, the attentiveness of the staff and how helpful they were. I even preferred the ones in Egypt than those in UAE.

Over time all those qualities have deceased to a level that it has totally diminished.

Being served bottled water in single use plastic cups, food quality has gotten worse and lately staff.

I could write essays on staff quality, earlier today for example, we were greeted by a waiter the usual way, then when we were ready to order, another person (wearing differently), I think is a supervisor noticed and just stood in front of us without saying any words. So we told him that we were ready to order, he nodded his head. My wife started with her order and requested the B&C Bacon Big Scramble but without Bacon, so he said, "there's Salmon big Scrabble," while tapping his fingers on the table. She classified again, "Bacon Big Scramble without Bacon." Then the first waiter was passing by, so the other person took a step back, kinda pushed the waiter towards the table with his finger tips and just left.

Speed of service is on another level. We requested the drinks with the food. The food came, no drinks, 10 minutes later we reminded, the waiter replied by pointing at the bar and saying that it's on the way. The drinks arrived another 10 minutes later.

We later picked desert from the display that took over 30 minutes to arrive at the table.

It took 20 minutes to get the bill, which was then showed to me on a tablet device cuz the medicine isn't working, whatever that machine was.

Earlier when my wife had requested an item on the menu, the waiter said that it was only available staying 3PM, it was 2.35PM. At 2.58PM, my wife reminded him of the item, to which he replied, "I'll check if they can do it now." 15 minutes later, he was passing beside our table, my wife asked, and he was like, "it's being prepared."

Requesting another bottle of water took 10 minutes.

2-3 years ago, I would've strongly recommended, now, I strongly...

I would like to thanks Abdulhamid for his service all the time. I would like to express my utmost admiration for the outstanding cuisine and exceptional service at this restaurant. From the moment I stepped in, I was greeted warmly by the staff and seated comfortably. The menu offered a tantalizing array of dishes that were not only visually appealing but also bursting with flavor.

Every bite I took was a delightful journey for my taste buds. The chefs' expertise was evident in the meticulous presentation and the harmonious blend of ingredients in each dish. Whether it was the succulent grilled steak, the delicate seafood platter, or the vibrant vegetarian options, every plate was a masterpiece.

What truly set this restaurant apart was the impeccable service provided by the waitstaff. The waiters were attentive, knowledgeable, and went above and beyond to ensure that every diner had an unforgettable experience. They were prompt in taking orders, offering insightful recommendations, and catering to individual preferences with utmost professionalism.

Throughout the meal, my glass was never empty, and the staff anticipated my needs with remarkable efficiency. The attention to detail and genuine care for the customers was truly commendable. Also, I would like to thanks Abdulhamid for his service all the time.

In conclusion, this restaurant deserves the highest praise for its exceptional food and remarkable service. It is a haven for food enthusiasts seeking an extraordinary dining experience. I wholeheartedly recommend this establishment to anyone looking to indulge in a feast...