OTTO PIZZA PENANG — Restaurant in George Town

I am a frequent patron of Otto pizza and when I say that it means I have been dining and buying their pizzas since their humble beginnings under their very first branch owner, Atilio.

Suffice to say this review is important for the reader and new visitors or better long time Italian hand tossed pizza lovers. The concept the food the ambience is amazing. The dough, spot on. After all it's a formulation that will not fail if you do it right and consistently.

My order is from Otto Tanjung Bungah outlet. But something took a turn around when you know, small islands like Penang do not see enough hand made pizza in the scene( unlike KL) and once in a while the service and quality drops because the competition isn't stiff. And regulars like us will take whatever they give us.

I'd like to point if you must visit Otto, please dine in..and never ever order on GRAB. What you see in the photos are the reluctance of grab bikers to transport pizzas properly and horizontally as it should be. But rather chucked into a plastic bag and stored VERTICALLY. With the hand crafted pizza smashed inside into a giant dough of hot mess. Gravity pulling down on all your toppings the and grease dripping to the very bottom of the box. The only pizza that survived it all was the solid Patate pizza (potato topping)

This was never the case of ordering pizzas during covid MCO lockdown and Otto always sent heir pizzas in a perfect condition. But Grab has slacked in this. Who is the person responsible? grab or the restaurants themselves ? The individual driver? No one can check this and no one will take responsibility. I've messaged Otto, no response. I've created a grab report but hey don't take my word for it, look at the grab reviews on Otto. I'm not the only victim to receive smashed pizza.

The icing on the cake is when I pay for a Burrata pizza which on the menu and on grab, clearly states the highlight - Burrata cheese and Rockets or some people call it Arugula in Italian it's Rucola..

Why did I get lettuce on my pizza instead of Rucola/Rockets? What happened to this vital ingredient on a lovely pizza? Where was the communication to inform us if the rockets wasn't happening and not available, you could allow me to switch my order. did I just order an Italian pizza but influenced by Chinese lettuce?.

Please improve this kitchen service, delivery service and communication service.

I believe people should know about this and consumers be made aware, that it's unfortunate pizza hut and dominos can deliver perfect edible pizza but unfortunately not your outlet today.

UPDATE: The manager and owner has reached out to address the situation and provided us compensation. Grab App...

First time attending the "bottomless pizza" event; omg! Superb! Good selection of pizzas and even though it's promo items, the toppings are proper generous (been here before a couple times but mostly had their mains; which were also good). The slices were also served right out the oven, so they were hot and fresh 😌😋🤤

Good event to introduce people to their selection of pizzas, good variety (8 types)!

Sadly only 5 stars available for the service, else I'd have given 10! Even the last time I came, I remember the floor staff was superb. Management really has a knack for selecting staff - as I was about to leave I was shocked to learn from one of the staff that its only his second day! Glad they hire staff that are experienced, very good hospitality 💯✨

All three staff kept checking on me, offering recommendation and explaining well (I came at 6 on the dot therefore lucky no crowd yet; but even when the dinner crowd trickled in they were still just as attentive)

I guess one of the staff even noticed how stuffed I was 🤭 offered a Limoncello (digestif) on the house! It really did help! I thought I was done for the night; but I could get a couple more slices in after a smol break with the digestif 🤭 hehehe thank you again! The limoncello was interesting too; somehow I tasted notes of passionfruit (haven't had limoncello before so I have no idea how it's supposed to taste)

Overall really happy! Too bad it was a last minute decision or else I would've brought friends as well - there's...

I had dinner at this place after seeing it recommended on social media, but I was utterly disappointed with the service from one of the team members. It seemed clear she wasn’t in the mood to serve customers.

We ordered two pizzas: one Otto Set Pizza and a Pesto Margarita. I’m certain I said 'Margarita' instead of 'Mackerel.' When the first pizza arrived (the Otto Special), the second dish served was the mackerel. The real disappointment came when we mentioned that we hadn’t ordered it. The server, clearly annoyed, insisted we had. I decided to keep the mackerel, thinking perhaps we had mispronounced the word, but her attitude was what really soured the experience.

For me, a simple apology and a redo of the order would have been fine. I was initially okay with the mix-up until she showed her annoyance. My experience was far from pleasant, which is really disappointing, especially since I’d heard great things about this place—and the pizza was actually good.

It’s unfortunate how one person’s attitude can overshadow an entire experience. I’m writing this because I work in the people experience industry, and I know how much it matters.

Thank you for offering us dessert to make up for the situation. I appreciate the effort, but I can’t overlook the disrespectful...