Sultan Sofrasi — Restaurant in Gravesham

Let me start by saying I have eaten at this restaurant a number of times and can confidently say the food is consistently incredible, atmosphere is always buzzing, and the staff are always so courteous and happy to help, service always with a smile and nothing seems too much. So it kills me to rate this incredible restaurant 3/5 off the back of our most recent visit this evening.

Incorrect order: whilst this is easily done and can be forgiven, it’s the fact it was implied twice that we were wrong. In our party we had a vegetarian who ordered a vegetable dish. All the food was served except theirs, so when we asked the waitress checked our orders and then said “you told me you ordered the meat dish.” Firstly there was no dish so if we did order a meat dish, where was that one. Secondly they are vegetarian so why would they order a meat dish? Didn’t make any sense. Needless to say their dish was rushed out, which is great. Then we didn’t get a side dish 10/15 mins into eating the mains. When we asked about it, again the waitress came back only to say “you asked for it as a starter.” Again if we did then why didn’t we get it with the starters, and secondly why would I ask about where it was half way through the mains? We were asked if we could wait 6 minutes for it, which we did, but it actually took about 10/15 mins to finally turn up, at which point it was kind of late. Needless to say we had some and took the rest to go, which is fine, just not ideal. Both these issues just made it a little disappointing and not what we are used to from here.

Takeaway couriers: it’s great that takeout is available via Uber eats/just eat, but we were on the large table at the back of the restaurant, however there wasn’t a moment where we weren’t surrounded by couriers watching us eat, some for over 20/25 minutes. It really ruins the atmosphere when you are being stared at eating by multiple bike drivers in the way with their large jackets and helmets. There’s got to be a better way than have the drivers come right to the back of the restaurant passing all your dine-in customers. Have someone confirm the orders at the door and they can wait outside, or dedicate a small area right in the front corner for pickups and then reclaim the tables at the back for dine-in customers. I know it’s a small place but I feel there is a better option than the current setup.

Questionable cleanliness: not sure what this restaurant gets as a rating but it always looks and feels clean, so this isn’t about dirt, but more so questionable practices. During the multiple visits by the takeaway couriers during our sitting they were forced to use a dining table as a prep-area, however this is also where couriers dumped their bags. At one point a cake was sat here for dine-in guests and a takeaway bag was dragged over the top of it with dirty straps touching the cake. This table also saw desserts and bread sitting on it whilst a waitress worked her way through a bucket of cutlery fresh out the dishwasher, dripping in washing water and other chemicals, splashing over the cake, bread, and other desserts and food coming in and out of the kitchen. Finally it occurred to me that the spicy and yogurt-like sauce served with the bread came from a vat sitting next to the till, which remained uncovered throughout our sitting, whilst staff regularly spooned out sauce into little dishes for both dine-in and takeaway customers. This can’t be sanitary having sauce sit there for hours not being covered, and I’m sure one of them is a yogurt so surely should be refrigerated?!

Staff clashes: I appreciate it was very busy with dine-in and takeaway guests consistently throughout our sitting, and it’s a pretty small space for everyone, but the staff were arguing and falling out multiple times, sometimes shouting and swearing at each other with some pretty angry hand gestures. Not the kind of thing you want to see whilst dining with family.

I really hope this gets read by the team here and that some changes can be made to make it...

Had the most bizarre interaction with this establishment yesterday. I went in for a cheeky catch up meal with my GF last night around 8pm. The food was excellent and it was quiet busy for a Wednesday. Which is always a good sign. The only slight mishap was being given a drink for the next table. Easy remedy. I told the waitress who laughed and walked away. Leaving the drink. Strange, maybe she didn't hear me, I thought. Called her back and she stared at me...and eventually took the drink to it's rightful and thirsty owner. No biggi and no rudeness from me or her. I only mention this as it may be important for the next strange interaction.

After the meal I waited patiently to pay. I tried to catch the serving staffs attention without being rude. As the place emptied out, leaving just one couple and us...20 minutes had passed. I said maybe my GF should head out to the car to drop a hint that we wanted to leave. My waving each time they passed me was ignored by staff doing nothing but go back into a group, chatting away and ignoring me. Soon it was just me in there...everyone but me and staff in a group chatting away. I was going to get up and approach them after another 15 minutes of gentle waving and the odd.' Excuse me!' Then a single female customer enters and asked to be seated. She was informed that they close in 40 minutes and seated next to me. I took my chance and asked for my bill. 30+ minutes after finishing our meal. The bill was placed on my table and the staffed walked off and back to her chatting with the other staff. The chef and kitchen staff then stood staring through the glass at me as I sat there for another maybe 20 minutes? (It seemed longer.)I tried numerous times to get her back, so I could pay and leave. Totally ignored. Short of getting up and taking my bill to them I didn't know what to do. My GF came back, bored of sitting in the car. We eventually physically asked to pay...50 minutes of sitting patiently and signals hadn't worked.

So strange! I'm sure that I wasn't rude to anybody . (Not that you should treat anyone this way.) They even gave us a cheerful goodbye as we left. Did they not realise I was trying to pay for so long and it soured the whole experience? No one else waited 50.minutes to pay. With no one else in there, they couldn't have missed me. I don't think I'll be rushing back there. Shame! The experience really put me off. First impression was great but spoiled by the...

Customer service soo bad over the phone, Grumpy Old man over the phone shouting and sighing loudly while taking our details and rude young girl with horrendous attitude took over - was booking for table of 5 but after that call. we ended going to Sukhothai restaurant instead!!! Defo recommend the Thai place for good food and service unlike this place. Terrible manners puts you off straight away! don't come here. Can get better Turkish food else where stinky attitude equals bad taste in mouth without a chance to even try the food. The moral is to treat others how u like to be treated specially when we wanted to experience this place and had look foward to it but no, just shows what kind of ppl and service they are offering it's such ashame for a rotten egg or eggs to ruin the reputation on one's business bet she's just an employee that girl should get fired for not welcoming in customers more like scaring them away learn some respect and customer service before u get into hospitality cause my daughter can greet ppl more skillfully than these ppl and she's only 6 just shows me that this place is a joke and not happy at all worst restaurant in Gravesend.......rather go German kebab down the road no fuss no hostility instead hospitality...