Haidilao Hot Pot — Restaurant in George Town

The Worst Dining Experience

Went there during chuxi, already reserved for 7pm, as we went there before 7pm and was told to wait for a while (need to wait for abt max 30-45 mins during phone reservation), which was expected.

8pm, still didn't get a seat, but saw others who keep asking for a table already got a seat before us, AND WE ALREADY HAVE A RESERVATION just be told to wait aside patiently until they call our number.

Since we have booked movie tickets at 9:30 pm, we asked when we'll get a seat, whether we still need for a long time. The receptionist only informed us that we probably still need to wait for more 4 tables which is abt 6 hours as the max dining time for 1 table is 90 mins. Not sure it was too stressful or what, after we kept asking, the receptionist went straight into a meltdown (slammed her tablet, punched the wall, cried and ran away) two managers ran out and accused us of hitting the staff (can check the CCTV during that day to prove I didn't lie). Both of them just shouted at us without even knowing what happened. I can understand they want to protect their staff but is it the customer service that HaiDiLao is famous for - yell to their customers in front of crowds without understanding what happened?)

We told them we waited for more than an hour even with a reservation, and were in the rush as later we still had to go for a movie. Then only the female manager just now quickly arranged us a seat in less than 10 mins after the "hitting incident".

Knowing it is hard for the staff to serve us during chuxi, we said to the male manager (who previously accused us of hitting the staff) that we have no intention to hurt the receptionist (who was nowhere to be found the whole meal). He again said, with a loud voice, "Why did you hit my staff?!" Which we didn't.

After we finished dining, the receptionist and the female manager (except the male store manager!!!) apologized for the incident just now. The staff who served us saying it's not the first time the receptionist had a meltdown, and also not the first time the store manager quarrelled with customers.

Unacceptable for a manager to be so unprofessional, accusing customers before even knowing what happened. Bad attitude with much training needed. Disappointed with THE MALE STORE MANAGER as it is not the service attitude that HaiDiLao...

My first time at HDL with the worse experience ever! We have visited several HDL in Kuala Lumpur and Melbourne but it was usually pleasant and not like this branch in Penang. We were there for dinner with my aged parents over 80 and two children. It was like a night club with loud DJ music, disco lights and the light keeps turning on and off resulting in not being able to see your food!! We had to ask for a table lamp but it didn’t help much. It was especially difficult to adjust my eyesight when the lights get turn on and off. When we try to raise this issue to the staff member about the lighting on and off situation they called their manager who is a woman from mainland China. She shouted very loudly at my husband who was trying to explain to her about the lighting situation how it was difficult to see and can’t see the food. She insisted that they have perfected this night club situation and she was very rude. She even came so close to my face and utter loudly in mandarin which I don’t understand. Apparently this is how it is during the weekend and it becomes a disco night club joint. I would never return to this restaurant again. I was also show to my table really late even though I made a booking. I wonder if they got the license to operate as a restaurant or a night club since they also sell booze there and now you can also dance in front of the DJ. My parents had to leave as the music is too loud for them and they can’t eat with the lights off. Soon after we left as well. The bill came up to RM633 with plenty of left over food as we couldn’t continue to eat is such an atmosphere and after being insulted by their mainland China manager. I hope that the news reporters do investigate this and also the police should investigate their licensing if they are actually operating a decent restaurant or...

If I can rate zero, I would like to rate it as zero star. Hai Di Lao Gureny Paragon has the worst service ever. Me and family went for dinner to celebrate birthday dinner and made a booking at 7 pm. We reached on time and waitress told us there is no available room. (Reservation is for queue up) we waited for half an hour and finally we got the room.

The waitress that in charged of our table did not give us apron or hand gloves at all. She just passed us iPad and as we understood we have to order. She left. When we were ordering half way, she came and snatched the iPad from us. Then she said you understand right, the soup don’t have to select twice. Simple manners, if you want to check our orders, you can ask politely for ipad, don’t have to snatch from your customers. Rude.

When our food arrived, she showed black face to us, and just kept putting all the food on table even though our table is full and she never bother to adjust the cutleries, plate and bowls, even the vegetables water splashed on my father’s hand she also never bother. My father even said “slow slow, the table is full” But she ignored. She just kept putting down more and more food plates and we all have to stand up and adjust our plates and bowls just for her to complete her job. I told her, pls becareful as the after splashed on my father’s hand. She said oh sorry ah. The entire dinner, she came and check and never serve us anything. All self service even our drinks. She never help us filter the soup also. Is this HDL’s standard? So disappointed.

If you all wanted to go HDL can choose Queensbay Mall. The service there is so much better. We don’t expect excellent service when there is a big crowd but at least basic customer service and respect...