Koyla Lounge and Cafe — Restaurant in Dubai

We walked into the cafe with good vibes. The place had a good atmosphere and the hostess from Phillipines was courteous and she guided us to our table. However the very next minute a waiter Vipin turned up in the utmost rude racist and abusive manner and behaviour. When I say racist he started talking to us like we were there just to pass time and not spend money due to our Asian heritage. He did not ask how we were ? How our day was ? Out of the blue he started pointing us towards a table of 4 in an uncomfortable spot whereas the hostess had already seated us on a different table. He threatened us by saying he would move our table later when more guests came in like he was the head and manager there. He had no courtesy and customer service. He was very repitative and insistent on us not sitting we were comfortable and unapologetic to the matter that he was obviously rude and persistent with the fact he was right and us being customers were wrong. I can not understand how this person got the job in a customer service industry because he is clearly uneducated and unprofessional in this sector and role. The management or the supervisor did not even care to apologize to us for his behaviour and this untoward experience. The shisha was just alright we had to call the waiter to change the charcoal right from the word go and pipe was broken in between so the inhale of the smoke was barely anything. After complaining to the staff about the pull of the smoke for 5 6 times they managed to change the pipe and thereafter we started to enjoy the shisha. The drink was at best a 6 out of 10. I would request the management to provide customer service classes to everyone espicially Vipin. Vipin should be relegated to work in the back area. After 9PM the AC died down and it was hot inside as it was hot outside. Vipin is a shame to the wonderful environment. The only positive was the environment which after 10PM became a nuisance as we were approached by a guy to lent him money to buy shisha and this guy roamed around the cafe and bothered other customers to share shisha with him. The first experience was a shame. The purpose of this review is specifically to inform the management of the short comings and they have much to do in terms of...

I recently had the pleasure of visiting Koyla Cafe, and I was thoroughly impressed with their customer service. From the moment I walked in, I was greeted with a warm and friendly smile, making me feel immediately welcomed By Sherelyn ( Cherry ) :)

Cherry at Koyla Cafe was attentive and eager to assist with any questions I had about the menu. She were knowledgeable about their offerings and were able to provide recommendations based on my preferences. I appreciated her patience as I made my selections, and she even offered to accommodate any dietary restrictions I had.

Throughout my dining experience, the Kevin ( Manager ) remained attentive without being intrusive. He ensured that my water glass was always full, and my food was served promptly and at the right temperature. He checked in periodically to make sure I was enjoying my meal, Sheesha and that everything was to my satisfaction.

What truly stood out at Koyla Cafe was their commitment to making customers feel valued and appreciated. The service was not just efficient but also delivered with a genuine sense of hospitality. It was clear that the Sherelyn and Kevin cared about providing an excellent dining experience.

In summary, the customer service at Koyla Cafe was exceptional, and it played a significant role in making my visit a memorable one. I would highly recommend this establishment to anyone looking for great food and Sheesha and a welcoming atmosphere, all complemented by outstanding customer service. Big Thanks to Cherry... ;-) This is my permanent place for Sheesha now...

Good ambience, really delicious food and excellent customer service by SAQUALIN our server for last night. Feb 14th 2023.

I called the cafe asking for any specials to which the hostess said they will have live music at 10 pm.

I had to options to choose between this and Infinity lounge, but we choose this because of live music and ambience.

As soon as we entered, we were welcomed and were asked to choose a section. After we were seated our server saqualin explained all the specials and accommodated all our requests with great enthusiasm. He made sure we felt special that night, he made sure we had candle lit for which he changed almost 4 candles. He was putting a lot of efforts to make us feel comfortable there and to make our evening a memorable one. Everything went fine, until i saw a cockroach on the table near our plates after appetizer course, i called him and told him about it but it was kind of ignored. Personally I don’t have a complaining nature, but seeing a cockroach on the table both me and my wife lost out appreciate. He then came to take our order, we didn’t wanted to order but we still did order out of respect, ordered chicken biryani.

He also got us a cup of ice cream complimentary while we were waiting for our dinner.

Really wanna thank saqualin for going out of the way for making everything happen for us but cafe needs to look in to hygiene and some pest control near...