Haidilao Hot Pot — Restaurant in Kuala Lumpur

I have to share that my recent experience at Haidilao Pavilion KL was so disappointing and disturbing that I felt I had to say something.

I’m a vegetarian, and I always make it a point to clarify things before ordering. That night, I asked and clearly confirmed whether the ginseng soup had any meat in it. I was told no — just mushrooms. One of the staff, possibly a manager (wearing black), even asked me about chicken powder in the tomato soup I also ordered, and I said it was fine as long as there’s no flesh or meat. I thought everything had been understood that I do not consume meat.

They even brought a vegetarian label and placed it on my table — which, at the time, gave me some confidence in their attention to detail.

But toward the end of my meal, I scooped up a piece of chicken. With bone. From my soup.

I was absolutely horrified. I called a waiter over immediately and the manager came shortly after. When I explained the situation and showed him the piece of meat, he told me — and I quote — “Oh, I thought you were halal, so chicken should be okay, just not pork.” What?! That reasoning is not only absurd, it’s irresponsible. Haidilao Malaysia isn’t even halal-certified, so why would he assume that chicken is okay just because I said I didn’t want meat?

It just shows a complete lack of understanding of dietary restrictions. I don’t eat any meat. It doesn’t matter if it’s chicken, pork, or whatever — it’s about principle and belief. And I trusted them.

To be fair, he eventually owned up and apologised. They gave me a goodie bag which I rejected — what’s the point? I’d already eaten so much of the food in the soup. Giving me some free items at that point just felt insulting.

Later, they waived one RM12 tofu dish from my bill. I had spent around RM130. Honestly, that token discount felt like a slap in the face. This wasn’t just about money — this was about basic respect, awareness, and accountability.

The worst part? I thought I was okay, but the next day, I had multiple bouts of diarrhoea. Whether it was from the soup or something else, I’ll never know. But the whole experience left me feeling sick, both physically and emotionally.

I was dining alone, and instead of having a peaceful meal, I ended up anxious, stressed, and disgusted. The staff seemed overwhelmed and poorly trained in product knowledge — not something I expected from a brand like Haidilao.

Look — mistakes happen. I get it. But this wasn’t a small error. This was someone’s belief and lifestyle being completely disrespected, despite me doing my part to communicate it clearly.

I sincerely hope the management takes this seriously and improves staff training — especially when it comes to dietary needs. This was a betrayal of trust, and I won’t be...

I’ve been to the Haidilao Pavilion branch four times now, and every single visit has been fantastic—each one filled with its own special touches and heartwarming moments! I have to give a big shout-out to the amazing staff: Xuanheng, Xiaofang, Zilin, and Wenrou. They’re truly the soul of the experience! 💖

Xuanheng is incredibly kind and attentive. He always takes the initiative to help us with the dipping sauces—and he’s seriously got a talent for it! His iced jelly is also delicious. He’s cheerful, thoughtful, and always greets customers with such a bright smile that instantly makes you feel welcome.

Xiaofang is full of warmth and energy. On one of our visits, she went out of her way to surprise my friend with a little birthday celebration—it completely lit up the atmosphere. Her kindness and thoughtful service really touched us.

Zilin is another gem—I’ve met her almost every time I’ve been here! She’s always smiling, caring, and attentive in such a natural way. Every time I see her, I can’t help but feel happy.

And Wenrou—her name truly matches her personality! She’s so gentle, patient, and considerate. Every interaction with her feels warm and genuine. She makes sure every little detail is perfect and always checks in with such sincerity. Her presence adds an extra layer of comfort to the whole dining experience.

I also have to mention the wonderful manicurist—she’s incredibly skilled and gentle, turning what could be boring wait time into a relaxing treat.

Everyone here goes above and beyond. You can truly feel the heart they put into their work. I sincerely hope each of them continues to thrive—boss, please give them all a raise and an extra chicken drumstick, haha! 🍗 Wishing all the staff and Haidilao continued success, more fun events, and endless happy customers. I’ll definitely be back...

Family lunch. 1st for me and my spouse but not so for the juniors. Booked online so minimum waiting at the entrance. Crazy long qué as we passed uncle roger. A worker ushered us to our table. Everything was explained to ensure we do not face any difficulty to place order. My junior ordered half a portion with 3 types of soup. We would not be able to finish the food had we ordered the full portion. Winter memon drinks or plain water are included. All the food was fresh and tasty. I am more impressed by the staff. They are trained to spot customer needs and will approach your table when you need to refill soup, drink and offer help at the sauces counter as they will appear as soon as you raise your hand. Anyone who needs to train their staff in ultimate customer service only needs to bring them here to observe their work culture here. No one is waiting for the next staff to do something. There is no need to ask the staff to do things rather it is the other way round. Somehow staff is always available to ensure all your needs are taken care. For 4 pax and until we are full the total damage is 226 only. Way below what we expected to pay. Free soya pudding, cut watermelon, nuts and ice cream to finish a wonderful meal. The staff will ask you whether you need the soya pudding and ice cream. Totally worth it. There is even private room if you wish to have a business meeting. For birthdays, there are special tables at the front and the staff will sing you a birthday song, if you are not bothered of getting embarrassed when all dines will take a look at the birthday boy or girl. Before I forget the staff will ask you whether you want their noddles expert to swing the flour into noodles right in front of you. Like a choreography dance. Everyone shouod at least...