MAIN DINING by THE HOUSE OF PACIFIC — Restaurant in Kobe

I am writing to express my deep dissatisfaction with the service my family and I received at the Oriental Hotel in Kobe during our recent stay. Specifically, I am referring to our experience at the Italian course meal dinner I had in this restaurant, for which I had high expectations given the hotel's reputation and the significant amount we spent, close to 40,000 JPY.

I made a reservation well in advance, requesting a table with a nice view to celebrate my wife's birthday, and also mentioned that we would be accompanied by our baby. Despite these clear instructions, we were seated at a table near the entrance, which was far from ideal. I was particularly disheartened to see several other tables with a view, fitting the specifications I had requested, that remained vacant throughout our meal.

Adding to our disappointment, there was no acknowledgment of my wife's birthday. I had hoped for at least a small courtesy such as a cake or a special mention, which is a common practice in many establishments of your caliber. This oversight contributed to what was supposed to be a special evening feeling rather lackluster and disappointing.

Given the high cost of the meal and the special occasion we were celebrating, the level of service we received was unacceptable. I expected much more from a renowned hotel like the Oriental Hotel in Kobe, and this experience has significantly tarnished our perception of your establishment.

I hope you take this feedback seriously and address these service issues to prevent future guests from having a similarly disappointing experience. I would appreciate a response regarding how you intend to rectify this situation and ensure better service in the future.

Thank you for your attention to this matter.

Edit: the hotel is mentioning that there was someone sitting at the window table which is totally no true. There was no one from the moment we entered to the moment we left.

They are also mentioning that they were not aware it was my wife’s birthday when in reality I emphasised this both with the receptionist of the Oriental hotel and Restaurant Manager. Instead of trying to make up excuses you should own your negligences. I’m truly disappointed of...

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