ARCH ALLEY — Restaurant in Batam City

Disappointing Experience at Arch Alley!

We recently dined here as it was a new place to try… drawn in by its beautiful setting and a rather promising menu. Unfortunately, what should have been a delightful evening turned into a frustrating experience due to the service and kitchen chaos.

Great Ambiance, awesome band with beautiful voices …But That's Where It Ends

Upon entering, we immediately impressed by the restaurant's decor and atmosphere. The lighting was perfect, and the seating was comfortable, making it an ideal spot for a nice dinner with our good friends. However, the charm of the setting quickly faded as the service began to unravel.

Our server seemed overwhelmed from the start and bless him, it wasn’t his fault on all the “mishaps” that happened after. Being told that some of the key menu items ran out before 8PM is really quite unheard of in a typical restaurant with less than economical prices, especially when it was a weekend. No wine by the glass; they only have bottles, no fish and chips as the last dish was served to a “seemingly large” party table…sold out Pilsner beer, well… we ended up with bottled water, waiting in anticipation for some tasty food to curb the “anger” and to “take the edge” off!

It was definitely A Kitchen in disarray! The real chaos began when our food started arriving. To our shock, a main courses was served before our starters! We obviously sent the single main course back to the kitchen before painstakingly waiting for our starters to arrive.

When we finally received our food, they were lukewarm and lacked flavor. It was clear that the kitchen was not operating smoothly, and the dishes reflected that lack of organization, quite honestly, a high end restaurant price it demands. The main course especially the chicken burger was served at the wrong time before other starters arrived and when we sent it back; the exact same dish came back twice, with the waiter assuring us it was freshly made, poor guy was being lied to by his own chef!

While Arch Alley has the potential to be a fantastic dining destination, the service and kitchen management need serious improvement. A beautiful setting can only take you so far when the food and service are lacking. We left feeling frustrated and unlikely to return. When given feedback, the manager could only offer us free desserts rather than discount off the main course items which we didn’t touch as they were stone cold. If you're looking for a seamless dining experience, I would recommend looking elsewhere until they sort out their operational issues.

P.S. $10 for a bottle of Fuji bottled water; same price as the Negori!...

I will start with the good things. They have a great decor, I loved the lighting that created a cozy atmosphere. The red brick aesthetic definitely added to the ambiance they’re trying to create. Music choice was also not bad, it wasn’t too noisy and we were able to have conversations.

Let’s move on to the food. We ordered a couple of steaks, lamb shank, pizza, starters, and some drinks. I have to say that the meats (lamb shank & steak) were under seasoned. I ordered the lamb shank and even with the lamb stock poured over it, only the “lamb meatiness” came through. I couldn’t even taste any saltiness or peppery taste. The chimichurri and fried onion garnish were the only saving grace of the dish. For a lamb shank menu, the gnocchi pasta shouldn’t be the star of the dish, the meat should. And the same thing can be said for the steaks, the cuts may be good but a little more salt and pepper would go a long way. It was disappointing for the price we paid.

We also ordered the beef taco and it was too saucy. Tacos should not be drenched in sauce, with no tanginess that a salsa brings. The best dish of the night was the cheese and truffle pizza. It was disappointing that none of main meat dishes left a good impression.

Moving onto the service. I appreciate all of the staff and their hard work. And I even pity the staff because it seemed like everyone was running around and overwhelmed.

Please improve the timing of the dishes coming out. Drinks and starters should come out first, followed by mains. And if possible, have everyone’s orders come out at the same time. The wait time between each dish coming out was too long and it makes it almost awkward for everyone to start eating at different times. One complaint is I ordered the roasted bone marrow and it wasn’t until the end of my meal that they notified me it will take awhile for it to come out. Thankfully, I was able to cancel the order. But, note that I repeatedly asked for updates on that order throughout the meal and they told me that they had already started working on it.

One more thing on the customer service. Throughout our meal we definitely had a hard time trying to get the attention of the staff. I don’t think we as customers demanded too much and tried to be as patient as we possibly could. But I hope this is another thing you could improve in the future.

I hope this review is taken as constructive criticism. This establishment has a great atmosphere, but that alone is not enough. With the current state, I would not return for the food or customer service experience.

I wish all the best for Arch Alley and I hope this...

I recently dined at Arch Alley and was absolutely blown away by the exceptional service provided by staff Valerie . From the moment we walked in, Valerie made me feel welcomed and valued with her warm smile, genuine hospitality, and attentive demeanor.

Valerie went above and beyond to ensure our experience was perfect. She was incredibly knowledgeable about the menu, offering excellent recommendations tailored to our preferences. When I mentioned a dietary restriction, she took the time to double-check with the kitchen and even suggested modifications to make sure my meal was both safe and delicious. I order fish and chips and a pot of tea in the end. Restaurant ambience was on point playing both Chinese song and English song.

What truly stood out was Valerie ability to anticipate my needs without being overbearing. She checked in at just the right moments, refilled hot water for the tea pot before I even noticed they were low, and ensured every course was timed perfectly.Her professionalism was matched only by her friendly and engaging personality she struck the perfect balance between being personable and respectful.

Beyond the excellent service, Valerie added a personal touch that made my evening special. Whether it was remembering small details from our conversation and simply making me laugh with her witty remarks, she turned a great meal into an unforgettable experience.

It’s rare to encounter service this outstanding, and Valerie is a true asset to arch alley . The dedication, passion, and care she bring to the role are evident in every interaction. Because of her , i will definitely be returning and recommending this place to everyone we know.

Thank you, Valerie for making my night so wonderful—you’re the reason dining out feels like a celebration!

Warmest Regards Adrian...