Moisei at Makai — Restaurant in London

Customer Service 😳😒🤨

Disability Assistance 👎🏽

Date Night 💯

Social Media Photos 💯

I came for Birthday celebrations....aesthetically this place is gorgeous! I am here for all new restaurants, seafood boils and cocktails especially for the local community!

I am afraid to say my experience didn't live upto the hype. Especially when they have celebrity ambassadors marketing Makai all over Instagram.

The treatment my guests and I experienced was definitely unacceptable. The main issue for me was that there were 2 people in my party with Sickle Cell Disease -unseen disability. We asked the staff to reframe from putting on the A/C as we were seated underneath the only one on the 1st floor restaurant. The restaurant was cramped as there was a leak on the top floor.

We explained to 3 different staff including the manager that its medically compromising their health and was put on more than 3 times whilst eating so we had to eat with jackets on and off. Extremely frustrating and loss of focus during the meal.

So you understand the only none blacks were also on our table whom also complained at the concerns of disregarding the customers needs and that its was too cold. The climate was fine when it was off...possibly 25 people in the entire restaurant and no one complained about the temperature.

The only compassion received was from the Door man and Drummer. Very disappointed in Georga's The manager lack of understanding and ignorance towards disabilities, her over large don't know what to do with themselves team needs came first. Unbelievable the responses and excuses that was used.

If you have mobility issues and can't use the stairs you cannot eat here also! There's no lifts and apparently eating downstairs where there's tables and chairs and a beautiful outdoor tables and seated area with fire pit is forbidden lol

The menu also changed overnight went up by £10 for the mains and they tried to dismiss that the menu changed until my entire table showed the menu that was attached to the invitation. It was incredible an unnecessary to be honest. So many BS excuses 🙄

For my mains Spider Crab Seafood Boil- contained 2 small new born potatoes split in 2, 1 frozen Iceland corn on the cob and spider crab with no meat like noooo meat 😔 £40. The garlic butter sauce was ok, unsure about it being Japanese flavours infusion or style. I will upload my plate.

I was so excited by this new restaurant in my local area but I left with a dirty taste of appalling customer service and a hungry belly. Wish I could have been more positive about my experience. Thank God Mcdonald is across the road!

On a more serious note and to update you...one of the Sickle Cell suffer ended up in hospital due to the AC at Makai. The requests to switch off the AC was ridiculed by the staff as they hundled together and isolate my party even more. Due to their lack empathy it triggered a Sickle cell crisis and a hospital admission😫🥺

At one stage I told the manager I actually felt like crying because they just wasn't listening and I know the impact it will have on my guests.

This is my true and honest experience.

This is my review is not to sabotage Makai Restaurant but so we can have the same social standards and expectations when we dine out and that the team can learn from my unfavourable dining experience here.

I am intrigued and patently waiting for a response from a representative whether these issues have been...

So we arrived at the lounge a little late but we’re seated in the shisha lounge as we wanted to eat and have shisha at the same time.

When we sat down we were told we could only order from the terrace menu which was a little strange but was fine we ordered quite a few starters: Veg spring roll (£7 for two pieces) Chicken wings (£9 for 8) Prawn Tempura roll (£11) California maki (£11) Salmon and avocado roll (£9) Rock shrimp (£14) Prawn Tempura (£12.50) All of which was nice bar the California maki but that’s personal preference. Also we ordered a dessert that never came, but at that point we couldn’t even be bothered to ask for it.

Strawberry mojitos (£8 each) which were decent and the Moroccan tea (£4.90 for a pot) was great as it was absolutely freezing.

Things were going well until a group from the restaurant were sat down, the group was coming and going as they pleased which was really annoying as we were trying to have a peaceful night, they were really loud and staff didn’t seem bothered that they were making a lot of noise and interchanging people in their group probably around 10/15 people if not more. I’m not sure if staff turned a blind eye as there group was large and I assume the bill matched as we heard them speaking about spending £200 on a bottle of alcohol. Irregardless of this I believe customers should be treated equally regardless of bill size. And if there is such a large booking then they should make this clear when booking as we would have steered well clear.

We also asked to be moved to a warmer section, initially we were told we could move them about 2 mins later we’re told it was ‘reserved’ the people that were sat there sat for around 20 mins and then left. Which was a little annoying as we had been sat for a while, even with the blankets provided ( which was very nice ) it was still freezing.

Whilst I understand that it’s a Saturday night their Instagram doesn’t show the actual ‘vibes’ of this lounge/club. Then as we were leaving, the exit near the bar is basically a dance floor and people are just bumping and grinding everywhere blocking the entrance which was very annoying. They should cordon off the dance floor or have a separate exit for the lounge. I appreciate that the lounge closes at 10.30 but there should still be provisions for people to leave without being bumped and grinded on.

Staff were really nice and polite hence why we didn’t ask for the service charge to be taken off. Definitely cannot be faulted.

But will DEFINITELY not be...

This place is an absolute joke. I tend to only write reviews for brilliant/outstanding establishments where I would 100% recommend or the opposite - absolutely disastrous places where I feel the need to warn others.

I went for a birthday dinner - about 12 of us on a Friday evening.

Food: Very limited menu. Overpriced. Everything arrived in a chaotic order. Some people got their starters, whilst others were given their mains. The mains arrived in part (I.e. no chips) just the chicken wings. The sides of chips arrived 40/45 mins later 🙃. My flat iron steak (requested to be medium-well) came out after everyone had already eaten and it was cold and rare. Had to be sent back. Macaroni cheese was horrid - merely pasta and cheese and not even any seasoning.

Drinks: Cocktails were nothing special.

Service: Abysmal. Waitress couldn’t handle catering to our table (please bear in mind there was no one else upstairs eating when we were there) so how she would cope on a busy day, who even knows. We had to keep calling her back to request forgotten drinks, updates on sides as missing from main meal etc. Nobody even had the sense to bring plates, a knife and forks to eat the cream based birthday cake with. Of course we had to request this several times from the waitress.

They kept bringing out and restarting dry ice on the table (which lasted barely 10 seconds) to maybe dazzle us and distract us from our missing meals :)

The manager tried to entice us with a cocktail tower (not complementary) to which we refused. I must mention that he did bring over some free shots (which we drank to attempt to drown our sorrows) but we were so over the whole experience by this point.

Atmosphere: what atmosphere??? The place was dead. DJ was doing his own thing - wouldn’t even let the song play for a decent amount of time.

Accessibility: Free parking (from 8pm) not closeby - bit of a walk. There is a car park 2 mins away but you’ll have to pay. Please don’t waste your money paying for parking to go to this place!

Pricing: As mentioned earlier, overpriced. Also, inaccurate - chips listed as £5.50 on menu but £6 on the bill. We refused to pay the service charge for obvious reasons.

Well, I think I’ve said all that needs to be said. The lounge will likely come with some rebuttal to my review but I would urge you to look at the other reviews on this page (not just the good ones) to make up...