UPDATE:

If you are talking about setting the record straight here you go. While we understand that flies are common in New Zealand during the summer, it’s certainly not acceptable to find one in our drink. What’s even more disappointing, is the lack of accountability from your staff and management once this was raised no follow-up—nothing more than a brief response from the waiter who took the drink away, your staff told us she is going to talk to her manager this is why we raised it again because we didn’t hear from your staff. When we raised the issue again at payment time, we were met with an unprofessional attitude from your staff. This is why our review was negative—because there was no genuine effort to address the problem and no indication that customer satisfaction is a priority. We later saw another customer posted a review who had a similar complaint about poor service that same night, which makes it clear that this issue isn’t an isolated case.

We do appreciate that your wife reached out to apologize via email and text, but she also asked us to take down our review. While we considered removing it, your rude response here has shown that your establishment is not open to growth or improvement. If anything, it feels like you’re more concerned with silencing negative feedback than actually learning from it. This situation could have been a great opportunity for your team to improve its customer service, but unfortunately, it seems like you're not interested in doing.

I am incredibly disappointed with the service we received during our visit. Our group was seated in one of your private rooms, and we discovered a fly in one of our drinks. While the waiter promptly took the drink away, there was no follow-up or acknowledgment of the issue. It was only when we brought it up again during the payment process that the manager, rather than offering an apology or demonstrating any concern, dismissed our complaint and instead asked what we wanted to do about it. This response was not only dismissive but completely unprofessional.

What is especially frustrating is the lack of accountability. There was no apology, no attempt to make things right, and no indication that the staff or management took our experience seriously. A simple acknowledgment of the mistake and a genuine apology would have gone a long way in salvaging the situation. Instead, we were left feeling ignored and disrespected.

This is not the level of service I expect from a restaurant, and it has completely soured our experience. It's clear that customer satisfaction is not a priority here, and frankly, that is inexcusable. I hope this feedback is taken seriously and results in some much-needed changes in how issues like these are handled in the future.