L'Osteria Köln Hahnenstraße — Restaurant in Cologne

Food - 4.5/5 Service - 0/5

EDIT: As mentioned in the original post, it was a Tuesday evening and the house was not full. There were 6-8 tables. Only outdoor seating, indoor was completely empty. You can cross check this data with your staff. I did complain to the service staff on site, to which they responded "but at least the pasta was freshly made". Excuse me, but that's what I come to an Italian restaurant for? If I wanted frozen or store brought pasta I could just do it at home right? Finally to your response, my criticism is about my visit to your restaurant and the terrible service there, I wanted to put it out here for others to see as well.

ORIGINAL: I probably had the funniest customer service experience eating here. On Tuesday evening, we reserved a table for 8.30pm and were on time. We ordered 2 pastas and 1 tiramisu. After waiting for more than an hour and noticing others who came after us get their food, we asked where our food was. There was a problem with their machine and our order didn't go through to the kitchen. Alright, understandable. Then the waitress asks us if we actually REALLY want to eat, because the kitchen is closing. Umm excuse me, I've ordered and waited for more than an hour already, hungry and I'd like some dinner, is that even a question to ask your customer? Meanwhile there was nothing offered because of their incompetence, not even bread, not even water. Anyway, after dinner I asked for the tiramisu that was ordered. She responded the kitchen is closed. I said I ordered at 8.30pm, thats 1.5 hours before the kitchen closes. She said she can "make the tiramisu" herself. I expected a chef to make the tiramisu, but after a whole evening of disappointment I was okay to eat a self-gathered-Tiramisu from the waitress. She came back saying there are no ingredients for the tiramisu left in the fridge..... I mean she could tell me this at 8.30pm and avoid all this disappointment but well... This is alas the customer service in Germany

P.S. they did nothing, ABSOLUTELY nothing, to fix this. We had dinner delayed by more than 1.5 hours and dessert not even delivered. I'm not going back to this outlet, I'd recommend you avoid it too, if you actually want to receive everything...

If I could put 0 stars I would. Good food but they took 15 minutes to take our order and 25 minutes after to serve us our drinks. After that they asked us what we ordered twice, then they started to do the pizza. Which we got around 50 minutes after. So basically we waited more than an hour and a half to be served.Completely disappointed and would like to know how can I get a refund since the they did not provide me any help. I was nothing but nice to the staff since I know how it is to be in that situation, but the restaurant was not even remotely full so I find no excuses for the kind of service we got. On top of everything when we got the pizza for the one we ordered 2, each half and half a “flavor”, they just gave us one whole of each and when mentioned we didn’t ordered it like that the waiter rudely said “well what you want me to do, take it to the...

We called about 2 hours before hand and booked for 25 people with no issues. When we arrived we were more like 35 people and they seated us with great ease. The waiter and waitress were very experienced, logical, efficient, knowledge and fast. Genuinely one of the BEST service I have ever had, and it was with so many people and many with dietary restrictions. The service staff and restaurant dealt with it all with brilliant professionalism and they were so great! The food portions were very big, I had the steak pasta, the steak was very tender and delicious. The brushetta was delicious too, the drinks were lovely. The pizzas were very big and lovely Italian crust. Very reasonable prices, much cheaper than the UK. 10/10 recommend and great for large groups for...