Saint Alice — Restaurant in Waitematā

One star – disappointed and let down

We had made a booking for 12 people at 5pm for my farewell party and confirmed it three times – twice over the phone and once in person – including specifically requesting outdoor seating because of the amazing view (which was the main reason we chose this place). When we arrived, we were surprised to be placed indoors at a high bar table with no view at all.

Staff told us that someone in a wheelchair had arrived and needed the space outside. While we completely understand and support inclusivity, it was frustrating that they gave away our confirmed spot to a group of about five people – especially since we saw them turning away other walk-ins, saying they were fully booked. Why wasn’t that the case here?

Despite all the confirmations, the manager’s only response was, “We never guaranteed that table.” No apology, no responsibility, and no effort to find a solution – just a flat, dismissive answer.

What really disappointed me was how the rest of the situation was handled. We asked a few times if we could move outside once a table became free – but were told no, without explanation. Later on, I walked outside and noticed two empty tables, one with a “reserved” sign on it. No one told us they were being held for a 7pm booking – we would’ve been happy to use them from 5 to 7. There was also a private function set up on the other side of the outdoor area, which is totally fine – but there were still free tables available, so that shouldn’t have been a reason not to accommodate us. I even have a photo of the empty tables to back this up.

To add to the frustration, when I originally called to book, I was told they don’t usually reserve outdoor seating. But when I went in person to confirm, the staff member said he could make it happen – and I saw him blocking those exact tables in their system. So clearly, it was possible – they just didn’t follow through.

After one round of drinks and food, we ended up moving downstairs – where the staff were much more welcoming, and the experience was far better.

Really disappointing, especially for a special occasion I had looked forward to. The food itself was good, and the drinks were okay – but sadly, the overall experience completely let us down. Won’t be...

I’m writing to provide feedback on our recent Christmas lunch experience at your restaurant.

First, I would like to commend the wait staff. They were attentive, polite, and did their best to assist us under challenging circumstances, and we truly appreciated their professionalism.

However, as a mid to high-end dining establishment, we had high expectations for both the service and food quality, particularly for a special event like Christmas lunch. Unfortunately, our experience did not meet those expectations. Our meal was delayed by over two hours, and when the food finally arrived, it was cold. Additionally, not all of the dishes and sauces listed on the menu were served. The absence of gravy, an essential component of a Christmas meal, left the turkey and pork belly dry and difficult to enjoy.

It’s also important to note that we weren’t the only table affected by these issues—other guests were also impacted by the delays, cold food, and missing items. While we were offered compensation drinks, this did not adequately address the extent of the disappointment caused by the delays, cold food, and the missing elements of the meal. Given the significant cost of dining at a restaurant of your caliber, we had hoped for a much more seamless and enjoyable experience.

We understand that busy periods can present challenges, but given the nature of the event and the expectations for a high-quality dining experience, we believe more attention should have been paid to preparation and execution. We hope that our feedback can be used to improve the service and food quality for future events, ensuring that all guests receive the level of service they expect from a restaurant of your standing.

• • • • REVIEW UPDATE * * * * * After sharing feedback on our Christmas dining experience, the restaurant manager responded promptly and took steps to address our concerns. We returned for another meal, and this time, everything was much improved. We appreciated the manager’s attentiveness and the effort put into ensuring a better experience.

It’s wonderful to see a business take feedback seriously and make improvements. We’re looking forward to dining there again...

Believe the bad reviews about their service. I booked the Little Alice Room for a surprise farewell party and even visited the venue three weeks in advance to confirm everything. We signed the contract and finalised details (as VISIBLE minors) with their events/functions manager, who never once mentioned the legal requirement that minors must have parents present. On the day of the party, when we arrived, we were asked for ID. After showing it, we were denied entry because a few of us were under 18 and didn’t have parents with us. While I completely understand this is the law, the responsibility to communicate such a crucial rule lies with the venue and events manager. That basic information was never disclosed to us at any point.

To make matters worse, the staff were beyond unprofessional. They were dismissive, unhelpful, and offered no solutions, not even the courtesy of contacting their sister or nearby restaurants to see if they could accommodate us. Instead, they chose to LAUGH and make jokes at us while we were left scrambling for an alternative. It’s baffling how Saint Alice allows minors to sign contracts, tour the venue, and plan an event (including discussing non-alcoholic drink options for minors) only to shut everything down at the last minute. When an adult called them out for this all they could say was "We don't know how this could happen" (BS sympathy). This is not just poor communication; it’s deeply disrespectful and shows how inconsistent and careless their policies are.

I have never experienced such unprofessionalism from a hospitality business. Save yourself the disappointment and stress....