Pizza Mansion @ The Five — Restaurant in Kuala Lumpur

Sorely disappointed in my first ever experience with Pizza Mansion. I planned a surprise birthday celebration for a friend with a group of friends (total 12 pax) and made reservation 2 weeks in advance - only for my friends to turn up and find out that the reservation was made for only 4 pax. As I have not arrived I immediately messaged Pizza Mansion to enquire about this, only for them to come back and tried to justify that I made a booking for 4 pax (they even took a photo of their system as ‘proof’). It was Pizza Mansion’s own policy that requires large group bookings to be made manually - otherwise I’d have been happy to book through letsumai. Plus, my reservation was clearly stated for 12 pax - if logistics is an issue for Pizza Mansion, the restaurant should have reconfirmed bookings as to not make mistakes like this. My group was lucky that there was a table large enough to accommodate us - it’s not everyday Pizza Mansion will get this lucky.

Food was okay but service was inattentive - we were seated at the Feeka area and it was hard to get any service. Staff should be given more training in how to serve and communicate with customers - one of their staff ended up giving my table the bill (we were not done with our meal - so the implication is that we are being asked to leave at 9.30+pm while the restaurant closes at 10.30-11pm), and he also handed the bill to the birthday boy (whom the surprise was meant for - but this is forgivable). I checked the bill and there was a missing item, so I highlighted this to the server and informed that I did not want the missing item anymore, as we were almost done with our meal. he initially said okay, but still proceeded to charge me the same initial bill amount. I questioned him and he said that he can’t waive the item from my bill as the food has been fired up in the kitchen. This was ridiculous for a few reasons: 1) he only found out now that the food has not been served so couldn’t have told the kitchen to fire up the order, 2) you shouldn’t be asking the customer to pay the bill before serving all your food.

In a nutshell, there are better pizza places with better service around town. For all its hype and supposedly good reviews, the Pizza Mansion experience is not worth it and I wouldn’t recommend coming here (especially if you are coming in a large group). A...

Been coming here 3-4x a year since it opened and for most of that time it was at the top of my list for good pizza places. Sadly, it seems like it's been in decline for a while. Each time we come the service seems a little worse, which, though annoying, was acceptable because the food was still excellent, but after my recent experience I no longer believe it to be worth the asking price.

When we came for an early dinner at around 7PM we waited 15 minutes to be seated (at a dirty countertop that nobody came to clean) and then another 20 minutes for someone to take our order. We ordered two pizzas at the same time; one arrived after 30 minutes — at this point more than an hour after we arrived at the restaurant — and the other another 20 minutes later. The second one was overdone and had the texture of bone-dry cardboard. Neither pizza was sliced properly so we had to do it ourselves with normal table knives, which was messy, especially in the case of the second, overdone pizza. Then once we were done (leaving the second pizza mostly untouched) we struggled to flag down a staff member to pay, and had to continue to wait since they only had one card machine and it was in use already. What was supposed to be a quick casual dinner turned into a frustrating two hour ordeal.

It wasn't that busy — there were numerous empty tables the entire time we were there — but the staff seemed to be moving around at a frantic pace. I understand that being short staffed puts the restaurant in a difficult position but nothing excuses the inadequate quality/presentation of the pizza given the reputation this place has earned over the years. Genuinely sad to say that I probably won't be...

Had a reservation for two at 6 PM on the 30th, arrived to find the restaurant almost completely empty. Despite that, we were offered a cramped table right next to the restroom, wedged between other seats. We politely asked if there might be a more comfortable table, as the one we were shown felt unnecessarily tight given how empty the place was.

The staff went to check with someone who seemed like the manager—a woman holding a clipboard—who looked us up and down with a clearly judgmental expression before curtly telling us we could either sit in front of the counter with people constantly walking past, or squeeze into the bar. The way she stared us down felt rude and unwelcoming, and honestly, at that moment, I already had the feeling this place was a mistake.

We ended up at the small corner table, which couldn’t even fit the three dishes we ordered. When the third dish arrived, the staff placed a dirty utensil tray directly on my bag because there was no space left on the table. I was stunned. What kind of restaurant thinks it’s acceptable to treat a guest’s belongings like part of their service station?

Even while we were still eating, staff rushed to clear plates and remove trays mid-meal. Meanwhile, people kept brushing against my back while walking to the counter.

To top it all off, the table we had asked for at the beginning—supposedly unavailable because it was “for two”—was later occupied by another couple of two. And most of the surrounding tables were still empty when we left.

This was one of the worst dining experiences I’ve had, and I will absolutely...