Hard Rock Cafe Penang — Restaurant in George Town

To the highest management @CEO We are deeply disappointed in the incident that occurred today.

(I am V.M Kumaran advocate and solicitor from JB) utterly disgusted, disheartened and disappointed with the unprofessional service rendered by your front counter staff today at 12.30pm (30/4/22)(Batu Feringgi). I together with my patrons (around 9 of us) visited your outlet to have lunch. There was neither candour no pleasant approach in welcoming us.

Your staff uttered to us that there were no tables currently available for 9 pax (despite us viewing several non fully occupied tables). We then enquired if it was possible go split our group into 2 tables and it was turned down rudely. We even suggested using the upper floor and it was rejected too bluntly. Then your staff suggested for us to be in the waiting list without a specific time period. While waiting, the staff allowed other patrons to just walked in (some with and without reservations).

The staff suggested splitting our group into 3-3-1 and leave the other 2 patrons outside while the rest enjoy lunch which is truly illogical. Despite an unknown status of our reservation while waiting for approximately 20 mins under the blazing sun, we further quarried on the approximate time of the reservation that would be available, but again no definite answer was provided. The staff’s tone and intonation indicated that we might have to wait for hours before getting our reservation.

The behaviour of the staff was soo hard, we hit ‘rock’ bottom.

Last but not least, your tagline “love all serve all”, contradicts your objections as regular patron, I am flabbergasted this is hard rock in Penang. For a moment I thought this was a kampung cafe. I wish you a successful business. Prosper well. Selamat hari raya.

~ An ex-patron of...

I just visited for food and drinks at the Café just now. It is very expensive. More on the level you would expect in KL.

The food was ok, shrimps were nice but not even a bit spicy. The ceasar salad was lackluster but ok. Not worth the over 100 Ringit those two dishes cost.

Drinks: I tried one of their cocktails and as I love cocktails and am an aspiring barkeeper I wanted to drink 2-3 more but the pamola was so bad. Didnt taste like grapefruit or tequila. It was more of a pink water and that for 43 ringit. Absolutely unacceptable. Obviously I didnt try anything else after that.

But I asked if the pool bars were open for outside guest and wastoldyes, with different drinks at each. So I wanted to give them another chance and went to look for those two bars. One was empty with no attending at the bar and the other was a pool bar where you sit in the water. It had two people there so I said hello and wanted to get in the pool... i was asked if I was a guest and I replied I was told I can go to the bars. They told me they have a policy only hotel guests are allowed in the pool.

Ok... pretty damn stupid policy if you ask me because there was not a single person in or at the pool at 2PM. And I was willing to spend money and had swim gear on.

So overall very bad experience overall. I dont know why hotel bars arent staffed and why paying customers wont be allowed to use the empty bar that has staff. Well you lost out on probably 3+ more of your overpriced...

It was a nice restaurant to visit. Our usher Ms Salany was very friendly and helped arranged a seat place for us very quickly. We gave her service 5 stars.

However, the server (Mr Hijab) service was so bad that when we are ready to order and ask for his recommendation to confirm our choices of food, he excused himself from our table and said will come back when we are ready. Personally we felt he was a bit rude as we had only ask about the recommendation which not really taking few second and he left the table.

We ordered some starter dish, main course and dessert. We were waiting for long time for the main course after they serve the starter dish, there was no server came to check on us on the progress of the dining. We have to update the server ourselves that we are ready to serve main courses and dessert.

Personally we worked as a server in US before, I know how the table can be busy and challenging to serve. There are 3-4 servers working and the table is not that busy at around 7pm, I wonder why the server seem very busy and don't really interact or bother the guests so much.

All these just a personal feeling on the dining experience. I wish the server could be more friendly like Ms Salany, the usher. Overall, it was a good ambience dining experience for birthday celebration except the server part need to improve. Thank you...