Fireroom Mall of Africa — Restaurant in Gauteng

Good day

I had a booking at Mall of Africa Fireroom with my daughter and we had a terrible experience. Firstly when we arrived no one was available to welcome us I had to go to a counter to find a person who can assist us found a lady there greeted her and she kept quite ,I had to greed loudly again and that’s when she respond I told her we have a 15:30 booking and she asked us to follow her to sit on the couches while wait for someone to assist with our booking then a lady with a pink shirt (hostess)came without any introduction whatsoever,no welcoming and i told her we have a booking and would prefer to sit upstairs she then took us there and we sat for a good 12 minutes without any assistance ,some staff members were passing without any greeting even my daughter was shocked we then stood up to go downstairs,just when I stood up some guy was coming up and I was frustrated and I asked do We really have to wait for so long to get help ??? Already we were walking downstairs then he asked us to sit again on the couches while he checks a table for us because I asked for the outside table after few minutes he then took us to our table then we were told that the hostess was wrong to take us upstairs because on Monday it is not used ,I mean she’s a staff member she should have known about that The waitress was friendly she then took our order then I ordered a Long Island that came in a small glass filled with alot of ice and lemon I then asked our waitress she then said those are the glasses they use and am not the first customer to complain…. I then asked for the manager he came and offered to make another one for me to my shock it came in a small glass I was not happy with well I finished it and ordered another one then when it came it was all mixed up looked like a coke I complained again I was just annoyed and they made another one for me . I then stood up to go to the bathroom ,when I came back the barmen was waiting by our table to represent my drink to me so when I passed him he was standing with a colleague (lady)then she proudly and loudly said to him “NANGU USISI WAKHO”because I was unhappy client to me it came out VERY DISRESPECTFUL AND RUDE I then called a manager and addressed her and I asked to speak to her personally so she can explain why she commented that way about me .

I honestly feel like some of your staff members need training again that’s not how customers should get treated,we even felt like we were at the wrong place ,if it wasn’t for my daughter I couldn’t have easily went to another restaurant but because she’s been wanting to go to Fireroom that’s why we stayed and if your restaurant was packed I would maybe understand and take it like maybe staff is under pressure but it was not packed at all I could even count the people that...

Today at 12:45 PM, I had a very unpleasant experience at Fireroom in Mall of Africa. I was asked to leave the restaurant by a manager on duty (I did not get her name - a woman with natural hair and no makeup) because I was accompanied by my 4kg emotional support animal, Gigi who was sitting in her bag.

We were quite take aback, especially considering that I’ve dined at this particular Fireroom on two prior occasions with Gigi — without any issues whatsoever. The staff has always been incredibly friendly. Today, the restaurant was quiet, and we had deliberately chosen a discreet corner table where the table next to us was empty and we were far from other patrons. We had our drinks order and already placed our food order and had been waiting for about 15 minutes when the manager approached us and repeatedly insisted that “dogs are not allowed,” despite my explaining that Gigi is an emotional support animal.

Her tone was unyielding. Rather than handling the situation with empathy or discretion, she clearly preferred that we cancel our order when we asked whether leaving was truly the only solution. The entire exchange was uncomfortable and embarrassing.

This experience speaks to a broader issue: a lack of understanding around emotional support animals in South Africa. In many first world countries—including Switzerland, Germany, and the Netherlands—it’s entirely normal but to allow dogs (including pets) in restaurants, retail spaces, and on public transport. It speaks of inclusivity and reflects a compassionate, civilized mindset contrary to the primitive cultural bias from some people in South Africa that are against pets.

Emotional support animals are not pets in the traditional sense—they play a vital role in the mental wellbeing of many people. To be turned away abruptly, with no effort to find a humane solution, was not only frustrating but also unnecessary. Small children are frequently disruptive in restaurants whereas Gigi, is well-behaved, quiet, and stays in a carrier bag by my side.

This has ensured that I will not return to Fireroom, never recommend them to others and will definitely share why. I hope this review encourages the management team to reconsider how they handle such situations in the future. A bit of empathy and flexibility could go a long way in making guests feel welcome. And reviewing their dog friendly policy the way more and more south african restaurants...

I had the misfortune of dining at Fire Room last night with my partner to celebrate our anniversary and a milestone in our relationship, and it was an absolute disaster. Despite the restaurant’s upscale reputation, the experience was anything but impressive.

First, we were shuffled around twice, with two different male waiters providing abysmal service. We were seated in a terrible spot with no regard for our comfort. The real low point came when my steak was prepared incorrectly three times. After the kitchen failed to correct it, they offered me a ridiculous dessert as compensation because the kitchen was closed—a pathetic excuse.

From 8 pm to 10 pm, they could not manage to serve us properly. We were eager to try new dishes and explore their menu, but no one bothered to explain the day's offerings. My partner’s steak was wrong initially, but the second attempt was only just edible.

The only redeeming aspect of the evening was Zinhle, who is not even a waiter or waitress but showed genuine care and concern. She was the sole bright spot, demonstrating warmth and attentiveness while apologizing for the poor service we received.

We also asked for a wine recommendation, but the suggestion was so disappointing it felt like a joke. The service was so atrocious that I ended up in tears at the table, ultimately leaving without having dinner. Fire Room not only ruined our special night but also left us with a deeply unpleasant experience.

It’s been a week since my visit to Fire Room at Mall of Africa, and I’m still awaiting a response from the manager, Thulani (not sure if it’s spelt correctly). It seems his only concern is having me remove my review rather than addressing the poor service I experienced. This so-called high-end restaurant clearly has no regard for its customers and...