SATOO — Restaurant in Jakarta

Alright im not sure where to start, but their service is totally not a 5star. First, they look confused when i came, looks like they missed my reservation i made around 3-4days ago, since i found this BCA promo on Travelspromo. I even showed them the dial call and the date of the promo page i captured in my phone. So they were like "oh yeah yeah yeah" pretending they DID NOT miss my reservation, and yes i got my table eventually. But the promo showed in Travelspromo doesn't seem to be valid, but thats fine for me. I think its the Travelspromo's page mistake. So i still dined in. But when my family came, they cant show them my table as they said "there's not reservation on that name". I was like, what? Do they expect me to pick up everyone's coming? So i came up there and said. Why dont you know where I'm sitting? And why did you say there's no table on my name? Did you miss my rsvp i made? They didn't say yes they just gave me a 'sorry' smile and said "im sorry miss" so i was like. Ok whatever. I asked them to please make sure that when more people comes for my table, you can show them. And eventually they did. FOOD TASTES GREAT. They DID NOT fail on that. But i found hair in the Indian food, and the "udang goreng kunyit". Thats fine for me, as long as the food tastes good. But still, i do not think it is appropriate. And they keep on taking my plate, two times, not in an empty condition or spoon facing down, assuming i finished eating just because i was talking to my sis.. I need to remind them, please to ask me first before taking my plate that still has food in it away from me in front of my face. They did, eventually, ask me the next time they wanna take my plate. Well, overall, i think their food is great, choices of menu is great, ambience and cleanliness is great, but their service is completely not. And service is one of the most important value i seek when eating in a middle up restaurant. Tbh, even i get better service in un*on lol. But yeah, when i updated this experience on my instagram story, there are like at least 2-3people replying me and said they experienced unpleasing...

I had a lunch at Satoo on february 17, 2019 with my 9 guests. Promotion on that day was buy 4 get 10 guests which is sounds good to me. So i invited my guest to have lunch with me there. Turns out to be the bad experience lunch in 5 star hotel. It was pack like when you attend a wedding party. But it was ok for me since i understand the tempting promotion.

But the other facts that i found in the restaurant really disappointing. Some of the food was almost empty. The stuff did not refill it asap. I had to wait almost 30 minutes for mussels to be refilled. No shrimp, no crab at that station. I asked the stuff in that station, he said well no shrimp and no crab today since its a promotion day. I also realise they reduce many station that was regularly there. The chicken roasted still had blood in it. Its so disgusting to see that in a restaurant as famous as satoo??? The salmon was not fresh also.

I came 12.30 pm. Which is only 30 minutes after the lunch time started. The peking duck was gone. I asked to one of manager, perhaps.. wearing a suit. He told me well the rest of the peking duck is for dinner. I really do not understand. You need to book first before you can get a table therefore the management should know how many people will come and how much food they need to prepared. If i came 2 hours after lunch time is reasonable if finish. Not mentioned the taste of most of the food was tasteless. Fyi, i have been eating at satoo since 1998 so i know the difference.

I am totally disappointed and feel embarrased to my guests. To be honest that kind of food didnt deserved to be served at Satoo at 5 star hotel! Isnt because of the promotion so they reduce the quantity and the quality?

Too bad i didnt have a chance to take pictures since i never thought its gonna be that bad. I lost my appetite specially seeing that bloody chicken!

I will not recommend anyone to come there again. It was bad. There are so many other 5 star hotel restaurant that know how to mantain their quality and quantity. I was your biggest fans since 1998 but...

I have to say the food in Satoo was remarkably good as always but the service staffs need to learn. I encountered a very bad service at today's lunch.

First of all, your waiter knocked down a glass on our table and the remaining water spills. What did he do? Nothing. No apologies, no solving the issue (it was just me who took tissue papers to dry the water). Never returned to clean it up either.

Secondly, your beef ball stall always took forever to finally get somebody to attend to diners (ever since my past visit, it's always the same). I know he has to take care of both the teppanyaki and meatballs stall and hence looked annoyed-slash-busy but he could at least TRY to be nicer (you guys are in the SERVICE industry, afterall. I am, too, so I actually can empathize but sometimes it's just a no-no). The next thing he did was drop the tofu too hard that the soup splashed to my friend's arm. Which is just accidentally but did he apologize? No.

Lastly, it was so hard to request for a single damn glass of water refill. I asked for your staff who stood around 2 meters away from me and he only gave me a quick side-eye glance. Pretended not to see, classic. The second staff, I called and he nodded but NEVER came. Leaving the restaurant thirsty as mad.

Oh right, I forgot. One of your waiters almost bumped into me who was carrying plate cause he suddenly made a sharp turn. Guess who blurted out apologies? Yup, it's me. Out of habit. This one I can still understand cause of the busy hour and we came in large group.

Mind you, I was always polite with any service staff so rest assured I'm not nitpicking. And I hardly leave any review like this so I think you guys seriously have a lot to work on. Cause from what we experience today, it's as if we dined there for free. For a hotel restaurant your class, surely you could've done...