海底捞 Haidilao Hot Pot @VivoCity — Restaurant in Singapore

Disappointing Birthday Experience at Haidilao Vivo!

I had one of the worst service experiences at Haidilao Vivo. Based on the reviews of several branches, we picked Vivo City branch for its 4+ stars review despite it being a distance from us. We made a reservation specifically to celebrate a birthday, and upon arrival, the staff even confirmed with us that it was a birthday celebration. However, when we were seated, there was no birthday setup at all. Throughout the entire meal, there was no birthday celebration, no cake, and no birthday gift pack. Yet, as we were leaving, we saw multiple other tables with elaborate birthday decorations. What was the reason for this inconsistency in treatment? To make matters worse, we had two birthday celebrants at our table and chose Haidilao precisely for the celebration—only to leave feeling completely disappointed.

When we brought this up to the front desk before leaving, they merely handed us a plush toy as compensation—nothing else, not even a small snack or treat. The most infuriating part was when they initially asked if there was anything else they could offer to make up for it. Since we had seen other customers receiving plush fruit toys, we requested the same. The staff immediately said they had them available, only to later bring us plastic fruit toys meant for children. Then, they tried to gaslight us by claiming that the plush toys had run out during the New Year period and that the ones we saw other customers receive were actually plastic.

I can accept it if you simply tell me that you’re unable to provide something. But what I cannot accept is the false pretense of accommodating requests, only to deceive customers afterward. Haidilao is known for its exceptional service, but this experience was anything but. Extremely disappointed!

That said, to be fair, the service staff were generally quite attentive. Whenever we needed assistance at our table, they were responsive and helpful. However, we also noticed that the restaurant’s signature lacquer fan performance was nowhere to be seen, and ice cream was not offered either, despite it being a usual Haidilao staple.

Regretted on my decision to celebrate in Haidilao instead of my usual...

One of the top favorite Chinese hotpot restaurant in Singapore with 15 outlets across the island. They are really famous for their incredible service standards and also a wide variety of fresh items to pick from - seafood, desserts, poultry meat, traditional sides, etc. All dishes are also served very quickly. All orders are done through an iPad as well so its super efficient and user-friendly. Snacks are FOC and refillable also.

You may choose up to 4 soup bases from a variety of close to 10 if I remember correctly - Sichuan, Chicken, mushroom, tomato, seafood, and their popular spicy pot. They are all very refreshing in their own way, authentic, and with little or no MSG ( i am guessing since I do not feel really thirsty after the meal). You can choose from a huge range of sauces as well (I think they have more than 20 - 25 types) - sesame, hoisin, ground beef, seafood, etc. are the best in my opinion. Their Gongfu Noodles is a must-try as well as they usually perform some cool "tricks" just beside your table as they serve your noodles into the soup base. The Japanese Beef is also another must-have on the table. ENd your meal on a sweet note with their ice-cream, tofu pudding, and a fresh fruit platter.

All in all, a very fun, relaxing and fulfilling dining experience which you should pamper yourself with once in awhile, especially if you are a fan of hotpot. Very good atmosphere here at Vivocity outlet as well, but of course be prepared to wait during peak hours and weekends. There are set menus available as well and offers once in a while so it can be pretty affordable too. Regardless, you get awarded with great food and service all around so definitely worth...

I actually have never experienced such a bad service at a Hai Di Lao ever. It was my waiter, who couldn't provide the same service towards everyone as I was with my siblings, hence we looked like a very young bunch at the table. The service was clearly different compared to the table of tourist beside us. We had missing food items that we had to request and remind the server multiple times, each time he would mention he will check but no news until we called him over about the 3rd time, was when he said he will go to the back and get the item for us.

At other HDL outlets, we will normally just request for the spring onions and coriander straight from the staff as they can give us a whole bowl of it. However this server simply replied oh you can get it yourself and left to serve the tourist table. My sister (13 years old) is literally still a child and likes to collect HDL toys. She asked if there were any, and the guy retorted back, "which of yall are children?" Firstly we might visibly not seem like children but we are really young enough to ask for toys. I understand if maybe they prioritised even younger children to give the toys to but then the server turned and gave goodie bags with the toys to the tourists who are literally old people. So "which of them are children?"

My sister was really upset that every request needed to be repeated at least twice and that there were clearly unfair treatment as we constantly frequent HDL but was the first time going to the Vivocity Outlet. We spent 300 for 3pax which, in my opinion should be sufficient for the same service as the other adult patrons. Would really never go there again and would go to the other...