il Nilo — Restaurant in Cairo

We went as a group of friends on our boat & we called them to park. someone said that another boat is coming and we can’t park there, so we decided to enter the restaurant and let the boat captain to park somewhere else. We were met in a very rude way, un welcoming, un professional way in talking with customers. The staff member words was opposite to what he said on the phone. Moreover he said he had a waiting list & we just barged in to sit although we sent them on their instagram in the morning to reserve & they replied that since we are less than 10 persons we don’t need to make a reservation. I was really attracted by their marketing ways on their channels and was eager to try this experience but the staff attitude just threw me off & i will not try to go again nor will i recommend to anyone & i will share this bad experience with all my friends & family..

UPDATE TO THE OWNER:

First off, if entering through the dock is not allowed so you should state something like that on your channels and not promote it as an option.

Second, during the phone call no one mentioned that entry through the nile is not allowed and waiting list was not mentioned either. All that was said is there is another boat coming in and we can’t park so we arranged for this situation.

Third, all what you said is not an excuse for the bad attitude and poor customer care skills. You just lost a potential customer & lots more due to your ill situation management

Fourth, if all the “rules” that you mentioned in your reply was clear on your channels or even as a reply in our instagram message from the beginning we would have followed it & all this would not have happened

Fifth, again we sent for a reservation request through your instagram and the reply was we don’t need a reservation as we are less than 10 persons

I really hope you take all this in consideration and work on advancing your communication skills and your staff customer care skills.. i really backed from even thinking that i might go there again...

During my recent visit to ilnilo, I experienced extremely poor customer service. The staff and manager were extremely rude, unprofessional, and lacked basic customer handling skills, making the visit unpleasant.

Additionally, the restaurant’s social media marketing is misleading. They promote services and facilities that are not actually available. One major issue is their claim of having a boat berth for customer access, yet upon arrival, it was made clear that they do not welcome guests from the boat berth, contradicting their advertised offerings.

False Advertising & Miscommunication: On Instagram, when we tried to book, it stated that if you are less than 10 people, no reservation is needed. However, upon arrival, we were told otherwise. This is misleading and confusing for customers. Boat Berth Issue: You did not mention over the phone that using the boat berth was not allowed. Instead, you only said that a boat was arriving, which is why we made arrangements for our boat captain to drop us off and leave. If boat access is not permitted, it should have been clearly communicated upfront, both on the phone and in your marketing. Poor Customer Service: Instead of addressing the rude and unprofessional behavior I experienced, your response tries to justify the situation. A waiting list does not excuse bad service or disrespectful interactions. Inconsistencies in Your Reply: You claim the restaurant was completely full, yet later, a table was found. This contradicts the original statement and suggests that the situation could have been handled more professionally.

Rather than justifying a poor experience, I hope the management focuses on improving service, training staff, and ensuring transparency in marketing. A simple apology and a commitment to better service would have been much more appreciated than a...

What a shame… What could have been a really nice experience turned out to be a load of disappointment. To be fair, the pizza and the mushroom soup were good, nothing to complain about here. But the “service” oh my… We waited more than an hour for our food, even though guest who arrived much later were already served. Even worse, after finishing the first round of drinks, which come in plastic cups, the trash wasnt taken away, which is just ignorant in a windy outdoor place. The bowl for the soup was also only taken away on request. Simply said. we were completely ignored, even though we sat right in front on a very visible table. First we asked a waiter, who asked to wait for five more minutes, but of course nothing happened. Then we went to the owner, who happened to sit besides us. Guess what, the Pizza was served after five minutes. Im having a background in the restaurant business myself, and I can definitely say that we were ignored, that had nothing to do with the kirtchen being overloaded, which can happen sometimes. The staff simply showed that they lack the talent to work with people, I mean how could a table be left without food and full of used dishes otherwise 😂 Last thing, the owner tried to apologise by giving us two desserts, but at the same time pointed at the poor guy who was supposedly responsible. You dont do that, as in a restaurant everyone is responsible for each other and workes as a team. This “I dont care” and “someone else is responsible ” attitude will kill this place...