Village Square - Fire Fox — Restaurant in Denpasar Selatan

Massive dissapointment to Andaz and Hyatt here. I ordered Beef Carpaccio / Miso Egg Plant / two Beef Sandos / two Umeshu High Balls here last night. Everything was fine until I found a piece of plastic after a bite into the egg plant, which to me looked like a broken piece of a chopstick. I made a complaint and upon inspection, the waitress claimed the piece I found, in fact, is a frozen piece of Miso. Then when we were finished with dinner, the waitress offered us a cheesecake, which apparently is served to first time visitors. We didn’t take the cake and we were about to leave; then a chef came along and said they haven’t yet identified what the piece is and then apologized. I understand how you guys tried to make up your mistakes by trying to offer me a dessert, but first thing you should have done is apologize. Another thing you should keep note to yourself is not to blatantly lie about facts just to avoid such situations. Frozen miso and the chef’s comment are not at all aligned (how the hell do you get your miso frozen when the dish is, in fact, “grilled” egg plants?). I also doubt that you just give out cakes to first comers.

When I visited here, I expected a sense of professionalism and excellence from Andaz/Hyatt, none of which could be found from you guys. I’ll be filing this complaints through your official customer service channel, but I’m leaving this review so that anyone can see this and make better decision by not choosing to...

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