Panarottis Pavilion — Restaurant in KwaZulu-Natal

Yesterday (26/09/2025) was our first time dining at the Pavilion branch and unfortunately, it left us very disappointed. We’ve been to other Panarottis branches before and always had a far better experience, but this visit was nothing like that. As a family, we placed an order that included pasta dishes and a Monsterito pizza with double extra cheese. What was served, however, was a pizza with minimal cheese and half pepperoni nothing close to what we had requested. When we raised this with our waiter (who even acknowledged the issue), she called the manager. Instead of correcting the mistake properly, a trainee manager was sent over and casually offered us a free kids pizza. This felt both disrespectful and dismissive, as if we were simply looking for free food which was never the case.

How could a family that ordered a Monsterito pizza with double extra cheese, along with pasta meals, be offered a kiddies pizza as a solution?

The situation was handled very unprofessionally, and instead of resolving the issue, it left us feeling undermined and disregarded.

In the end, we told them to leave it and simply not charge us for the double cheese, but the damage was already done. We even had to explain to the kids why we were leaving under such unpleasant circumstances and no family should have to go through that when dining out.

This was our first experience at Panarottis Pavilion, and it fell far below the standard we’ve enjoyed at other branches. I hope this feedback is taken seriously, not brushed off the way our concern was handled on the day.

In future, accountability and proper service would go a long way to ensure customers feel...

Having come from a hospitality background and also a skills and development background, I think Pannarottis need to take the time to train their staff. There was alot in terms of hygiene that concerned me. Waitresses drying the knives and forks with their aprons. People wipe the hands on aprons,use them to carry hot plates etc. They are generally not the cleanest things to be using to be drying stuff with. The plates were not properly washed. Condiments were not fresh and. And their were fruit flies flying around. Theses are small details that people notice. The food was not the best. We had to request that our pizza be put back in the oven as it was still doughy, it came back to our table still doughy, probably put in the oven for less than 5 min because it was cool to the touch. Hot chocolate was not hot. I am not writing this review to be ugly but more to just bring these things to the attention of the restaurant. Today was a busy day,I could see that for sure but some of these things can be avoided. But I can definitely tell that staff need to be trained better on food safety...

Waiter took extremely long. Ordered 5 milkshakes 20 minutes later only received 4. We informed her and she took the milkshake from another tables order and gave us. She brought the pizza extra toppings. Note there's 3 topping but she only gave 2 spoons. We Ordered 2 large separate pizzas one chicken Tikka and 1 saucy chicken and mushrooms. She gave us 1 large pizza with half tikka and half chicken and mushroom. When we informed her she got our order wrong she tried to say that we ordered it. However we knew what we ordered and that was 2 separate pizza one tikka and 1 saucy chicken and mushroom. Oh another couple sat down next to us ordered pizza when we received our milkshakes. And they got their shakes, followed by their pizza 4 minutes later. And our pizza came 20 to 30 minutes later. What's the point of giving us warm plates when we only receive our food 30 minutes later??? Will never return to this restaurant. Service is pathetic. Music is blasting we can't even hear...