مطعم بوابة حلب Halab Gate Restaurant — Restaurant in Kuala Lumpur

The service is abysmal to the point that I walked out of the restaurant.

Let me preface by saying I understand the service industry is tough and it can be super overwhelming especially during Ramadan, so I have a lot of respect for the workers I am going to mention in these reviews. But, at the end of the day, I am paying a good amount of money for good service. I deserved to be treated with the same respect as other people dining there.

On the 30th of March, 2024, I called and made a reservation for the 3rd floor (shisha/hookah lounge) for the 31st of March, 2024. The lady specifically asked if we would be breaking fast/having Iftar, and I said yes.

On the 31st of March, 2024, I got a call around 7:10 PM asking me if my reservation was still on for 7:30 PM, which is Iftar time, and I said yes. I was around 5 - 10 minutes away. She again confirmed if I'll be doing Iftar, and I said yes.

I reached the restaurant around 7:20 PM - 7:25 PM. The first thing that happened was the doorman ran to the door and told me it's full. I told him I have a reservation upstairs, he apologized and let us go up. No biggie.

When we reached the 3rd floor, we told the Arab guy wearing gloves to show us our table, and he just told us to go in and look for it ourselves. First red flag.

We go in and find our table, and it's not a proper sitting area but rather a reclining lounge sitting area with a very small table. I call the Arab guy over and tell him that I specifically asked to be seated near the banister/window area because that's the only area with proper seats to sit up and eat. He replies, "Sorry all taken, not my problem, and I can't change your chairs." Second red flag.

I call the booking line and tell the person I am on the 3rd floor now, but my seating is not proper to be able to eat. They sent over the floor manager I presume (Bangladeshi), he was very polite and told me there is a mixup but they can't change my seat.

At this point, I look around and see a ton of people sitting on the proper dining area tables just smoking shisha and having drinks. Now, I am not saying it's fair for these people to move, but there is no way I can sit on a lounge table area, but these people 100% can smoke shisha and have their drinks there.

I was done at this point and left the restaurant. Note to the restaurant, the whole point of making reservations and letting your staff know that I'll be dining in is so that I can get the proper seating I need. Maybe have someone at the front door handling reservations instead of saying "no space"?

All in all, quite disappointed and...

1stly, there is no lift or elevator to go dine-in, only stairs provided and not friendly place for disable person like me to be accepted.

2ndly, once enter the Halab with along queue, there is no wheelchair provided and when I am asked the Arab waiter politely which place to sit, his expressions face like I am not suitable come to the Halab anymore! I am still calm because I come with my family.

3rdly, We already choose the food for dine-in and waiting to serve, unfortunately when my son bring the shawarma from the Halab stall downstairs to eat for dine-in sunddenly the Arab waiter spoke to me that my son cannot eat for dine in. I am asked him is it your brand Halab restaurant and Halab shawarma is separate entity?? He confused to answer it!

4rdly, again my sons asking me he is starving because our menu still not serve anf again this Arab waiter try to be rude and tell me a little bit harsh you are not allowed to eat outside food for dine in! HELLÒOO!!! My son not bring outside food to eat dine in but the shawarma from the same Halab brand he just bring to eat inside!!!! I am out of my mine why your very rude Arab waiter don't have any common sense towards my family to eat at your restaurant??

5thly, I am so unhappy with the food and sucks service and you don't deserve my money!!

The morale of my story, I am not come at your restaurant and beg your food for free but I pay what you serve plus service charge in full to pay and this is not my 1st time I come to your place and this is my nightmare for the 1st and the last to come compare to Damascus. Straight forward to you, better you learn Damascus restaurant friendly-user toward disable person which provide a lift and give priority to jump the queue for OKU person, pregnant women and...

Bad overall experience, bad service and expensive food with small portion and tasted average.

Waited/queue-up for 1hour 10minutes to enter the Halab. Maybe because weekend and in Dec. I’m ok with long queue because heavy crowd means good food. But not in this case!

Ordered 2 main entree (Lamb Mandy & Lamb Kebab), I came with my friend, so we r only 2 adults. The waiter didn’t recap the order. Maybe its just 2 main items and drinks, so easy for him.

Lamb mandy came after 20 minutes. Then we waited for the Lamb Kebab for further 20 minutes but to no avail. The lamb mandy was already cold because I chose to wait for lamb kebab so that we can eat together. We asked the Arab waiter, where was my kebab and to my surprise he said I only ordered lamb mandy. He didn’t get my order for lamb kebab. I’m so shocked and frustrated. He did not ask for apology because to him it’s my fault because I did not order it, he only heard my order for lamb mandy but not lamb kebab.

Long wait for that kebab and still not coming, I asked the other staff and now she asked for me to wait for few more minutes.

The mandy was RM45 before tax but came with only 1 piece of lamb, very small for that price. The kebab came in 3 pieces but very thin and the meat was small too. Put aside the price, the kebab tastes good but the mandy lamb was very tasteless. With 2 mineral water, mandy lamb and lamb kebab, we paid RM104.50. Not worth the wait and the price.

I have been to countless other arabic restaurant especially Damascus, their food is way better.

I want to demand refund but I pity the cashier because the restaurant was full and busy.

I am so unhappy with the food and service, you do not...