The Sanctuary Restaurant — Restaurant in undefined

Disappointed is an understatement!! The service, management and systems is definately something that needs to be worked on. I booked days in advance just for us to arrive with no table ready, okay we didnt make an issue about it we stand one side and get our decor ready. While waiting, a lady now comes to us and says decor is not allowed! None of that was said when making the booking. If you dont allow decor and someone reserves a table for an event or special celebration, the least you can do is have plates set with cutlery and glasses as well as menus on the table to show a little bit of effort. Only when we arrived they had to clean the floor and move tables together for our reservation. I would understand if its busy but on a weekday, there were barely any people. Eventually we sit down and wait for the rest of the guests to arrive. No one comes to the table to introduce themselves as the waiter. Still no menus. We have to call the lady for the menus and so that we can order some drinks. Coffee came cold. Be prepared. The food takes very long and it was a quiet day, so probably worse when its busy. Drinks, toothpicks, takeaway box, sauce, basically anything you ask for takes about 10 minutes because it seems they go downstairs for everything and efficiency is not there at all. Okay the day goes on, we enjoy our meals thinking things cant get any worse. Getting the bill is another process. When we now want to pay, the card facilities are not working. We had to wait for that also. When you do pay, you cant get a receipt. For such a beautiful venue, its just a pity that everything is so unprofessional, there is no warmness or friendliness, just no hospitality at all. On a positive note the view and atmosphere is extremely beautiful and the food...

Summary: Spectacular views, good cocktails, and a happy hour make this a great spot for drinks. However, the food and service could be greatly improved.

We booked a late Sunday afternoon visit for a bite to eat and some drinks. The front of house was very friendly and inviting upon arrival, opening the door and directing us to the restaurant. The place is aesthetically pleasing with plenty of natural light.

Since the restaurant wasn’t busy, we got to choose our seating and opted for a spot with a perfect mountain view. After being handed the menus, we waited about 5 to 10 minutes before a waiter informed us that he’d need another 5 minutes. Shortly after, a second waiter came to take our order. There was a table of about six people, but better balance in service could have easily resolved this wait time.

The food was good and beautifully presented, but my starter was missing an item described on the menu, and the dessert was cold by the time it arrived at the table. Both points were raaised with the waitron who just said: "I am disappointed". The cocktails were the saving grace, especially with happy hour from 4 pm. However, contrary to another review, the garnishes weren't as fresh this time.

We had intended to return and try the rest of the menu, which looked impressive, but given the service and the food not quite hitting the mark, we decided to cut our visit short. Not disappointed just, very underwhelmed given the sharp contrast between the view/location and the service and...

Received a R500 voucher in a competition so thought we would gave this place a chance in spite of the bad reviews. After being seated, it took over 30 minutes for us to receive our first drinks, only after we had to prompt the manager on how slow the service was. Whilst the waiter was definitely trying his best, we were made aware that it was his first day, and it was clear to us that he was trying his hardest to provide us with a good experience in spite of both the manager as well as the bartender making it difficult for him to do so. Manager spent most of his time sitting behind his laptop in the restaurant having drinks, and not paying attention to the customer experience playing out right in front of his eyes.

Most of the drinks arrived warm, and glasses still had smudge marks on from the previous person's lipsticks. Most of the food was fine, however both steaks were overdone.

Then, when it came time to redeem our voucher, it took them about 30 minutes it's to redeem the voucher, with the manager again giving the waiter a hard time with regards to the bill.

Whilst the location is beautiful and the waiter was doing his absolute best, I believe that there are management and systematic issues that led to this being a very disappointing experience. Wouldn't recommend, especially given the prices...