Panarottis Gateway — Restaurant in KwaZulu-Natal

I haven’t been to panarottis gateway in a while because I prefer fine dining for the most part but today I was craving a panarottis pizza specifically and we were rushing to a movie in an hour so it was a convenient choice as well. However I was extremely disappointed when we entered the restaurant. I haven’t experienced such unprofessional service in such a long time. I have to say though, they do have some amazing staff but unfortunately they have the worst ones managing the customers at the entrance. It was so bad I almost left, and probably would have if I wasn’t in a hurry for our movie. So when we entered, the tables downstairs were all occupied but we noticed the occupants of one particular table leaving and so we advised that we would wait for that table. We were not even greeted properly at the door before being left to find a corner to wait. So I am not a ridiculously fussy individual and quietly stood in the corner trying not to be in the way while we waited for the table to be ready. A particular waitress named Sli (uncertain of the spelling), kept angrily shouting from the other end of the passage to her coworkers that the tables are full. We advised that we were waiting for the table that was just becoming available. She then abruptly told us to wait outside (even though we were not in the way) until they clean the table and told her co worker to make a list of awaiting customers (this was not necessary). She did not welcome us or greet us before shouting and being abrupt. I felt like I was in a soup kitchen being shoved around and spoken to rudely before having to wait outside in the passage of the mall. I was honestly horrified and felt incredibly uncomfortable at this establishment. On the bright side however is that the food was amazing (definitely satisfied my cravings) and the waiter who attended to our order (Noni) was a wonderful young lady and the manager (Thabang) was absolutely friendly and professional. I highly advise training for Sli because despite the food being great and the service from other staff being amazing, that one person highly frustrated me and ruined the entire visit because I felt annoyed every time I saw her walking past our table as it reminded me of how she behaved and treated us. When I tried to look at her name tag, she purposefully blocked it when menus, so I asked our waiter for her name, which she heard and then decided to confront me about this, asking why I want her name. This made me even more uncomfortable and irate. She desperately and urgently requires training in professionalism and communicating...

The service was shocking, we had to ask 3 different waiters to please bring some drawing stuff for my 2 kids. they brought one piece of paper and no crayons. Then when the food arrived the macoroni and cheese for the one was cold. not a problem means i don't have to sit and blow it. then my little girl say its burning her tongue. Knowing that the food was not hot I kind of told her it is impossible and that from the kiddies menu they would not put any chillies or pepper into the food. We got har a pizza after and gave the mac n cheese to the youngest. One bite and he also pulled his face. My wife decided to try the Mac N Cheese only to discover it was OFF. Aske the manager on duty to please have a look and told us it is made fresh. PS I am not stupid if pasta was made fresh firstly it would be hot, Talking from experience here. Secondly fresh pasta and cheese sauce should not taste like it was made using Stilton cheese or sour cream. Then she said she will remove it from the bill. Fine just take it off then got the bill and it was still on there, Different waiter come s and asks if we need a card machine, they had no intention to remove it from the bill. We had to ask again. I should have just gone to SPUR. Panarottis Gateway you will never see us again. I know it will make no difference to your overall income but hopefully management will look at staff and make some positive changes.

Staff definitely needs training, Surely once a month Chef special they should know what it is and what is in stock and what not.

To the chef, I don't know what you thought about the Chefs special and putting Pasta (for your Choice) wrapped in a pizza base. Sorry if that was your idea please rethink it. Pasta in a pizza just sounds wrong its like having...

On Saturday 21st Dec 2019, my wife & I wanted to hav a quick bite (pizza) at Panarotti's Gateway before our movie commencing at 19h45. We enquired from the lady at the front desk at 7pm and she virtually turned us away with the negative suggestion that a pizza will take too long to prepare before our movie & we should eat elsewhere. I asked her if this is how she conducts business & she was very standoffish. She told us that it would take about 20 minutes. We nevertheless worked out that if our order was given at 19h00 or 19h05 it would be ready for us before our movie at 17h45. A very courteous waiter called Pascal served us & he took our drinks & pizza order within minutes...promising us that our pizza will be ready in 20 minutes. Much to our amazement & dissatisfaction & disgust we waited for 40 minutes and NO PIZZA was in sight!!! After finishing our drinks, we paid for our drinks and cancelled our pizza order as we had to catch our movie. Pascal apologised profusely. I think Management & Kitchen Staff need to do some serious soul searching as I will NEVER attend Panarotti's Gateway again & will encourage my family & friends not to. This is not how one conducts business in these keenly competitive times. And to the Management....Thank you for making amends by offering me a free meal or whatever else...a simple apology will suffice...and a promise not to do it to other customers who visit your establishment. The 1 star is for poor Pascal...our waiter. Festive...