Rozay Lounge — Restaurant in London

Awful service! We made a reservation for my sister’s birthday. When we arrived and ordered our food and first round of cocktails, they asked for us to make the payment for the outstanding bill with the card machine, as the rest of the night would be “cash only”. We were then bluntly told the cash machine was a 4-5 minute walk down the street when we made it clear we weren’t happy and couldn’t understand why the card machine worked now but wouldn’t do so a little later on. If we had been notified prior to arrival, we would’ve ensured we had enough cash on us. They had also forgotten to take the deposit off the bill initially too. The food arrived and all meats were over cooked and burnt. The cocktails took 15 minutes to arrive. The second round of drinks took over 25 minutes to arrive. We calmly expressed our concern for the slow service a couple times and received a half hearted apology from one member of staff. No one came over to check if we needed anything and it was a constant battle trying to get someone’s attention. We were not sure if we wanted to go out to the lounge for shisha afterwards so we asked a couple times and were indecisive because of the slow service. The third time we asked, one of the staff members told us he gave a potential table away because we were slow and spoke to us with an awful attitude, rather than asking what the problem was and reassuring us that the service would improve. So rude! When I complained politely for the last time, one member of staff crouched down beside me and in an extremely patronising and defensive way, told me it was because they were busy… but they only have 11-12 tables in total and only 3 tables inside with us being the largest group and paying over £200 in total… he also said they weren’t “machines”… when I was simply making a point that taking 20+ mins for a drink is not right. I have been to many different (and actually busy) restaurants and shisha lounges; none have been like this. I would’ve appreciated a smile and a little apology rather than someone banging on about how “busy” they are in a tiny restaurant/lounge, when it really wasn’t. Then the birthday cake was wrongly brought to me initially without a candle - shows how much attention they paid us the entire night. They then took it back and brought it to my sister with a sparkler 15 minutes later so the ice cream next to it had melted. During this time, we were reluctant to order drinks because it took ages to arrive every time we asked for anything. All in all, we spent almost 3 hours there with 2 cocktails each person due to an extremely slow service. You’d think they would be more attentive for a birthday group willing to spend lots of money. We had to ask for the second bill twice and I had to take it back to the counter and get the change myself because the waiters were that slow! To top it off, as we were leaving, no staff member thanked us, apologised or even said goodbye. Their disgusting customer service is the worst I’ve ever encountered. It’s just a shame that it was an extremely disappointing birthday celebration due to a lack of customer service, friendliness and professionalism. Very strange place. Avoid like the plague because we...

BLAND FOOD, POOR SERVICE AND GOOD SHISHA.

After having come across ROZAY lounge on Instagram it immediately grabbed my attention, and I thought it would be perfect for celebration my nieces birthday which would be on the 12th of January Sunday. I wanted to make sure everything was organised so I booked a table on the two days before for 6:45pm. I spoke to a gentleman named Mohammed so was helpful on the phone, I made it clear to him that I wanted to come a day before the actual booking to drop of balloons, cake and other party bits.

I arrived a day before and gave all the things to Mohammed who ASSURED me that everything would be organised for the booking and they would be expecting us. On the actual day I called twice just to make sure everything was laid. However, when we arrived nothing was laid out or organised as I organised and discussed with Mohammed on the phone , I was so disappointed as I wanted it to be a sunrise, after sitting down for 20 minutes we were given menus . I will break up each section of my experience below.

CUSTOMER SERVICE: As I mention previously, promises were made but not kept. I felt I was lied to and this is poor customer service. As we arrived I noticed two workers having one air pod in which I found highly unprofessional. I don’t whether they were listening to music but you need to give the best first impression to customers and this looks unprofessional. The gentleman who took my order sounded like he didn’t want to be their and small things like smiling goes a long way.

FOOD: We spent over £200 between a group of 5 and we left hungry. The food was so bland and lacked any recognisable flavour. For example, I ordered lamb chops and the fires. The lamb chops was so small and the pieces had more fat than meat. If your going to be charging over £12 for lamb shops I expect a good portion and wanted flavour! All my friends ordered the chicken tawouk and also complained about the lack of flavour.

SCENERY: One thing that didn’t disappoint was the scenery. From the lighting to the famous bear it looked pleasing to the eye and everything was happy to take pictures for Instagram. Credit to the design team because with the colours and lighting the lounge is instantly recognisable which isn’t easy to do.

SHISHA: The best part of our experience was the shsiha. The quality was good and everyone enjoyed it. The coal change could of been quicker but I understand it was Sunday and it was busy. The environment was buzzing and the music choice was perfect.

Conclusion: If your looking for somewhere to eat, then avoid this place as you will waste your money and leave hungry. Don’t have any expectations from the waiters as you will be disappointed. But if your looking for a chilled shsiha spot then it’s fair to say this...

Today Saturday 8 of July.

My partner and I were celebrating our first week of business opening, and we decided to go somewhere to have a bite.

We found a place in west Hampstead “ROZAY” next to the little Waitrose of the area.

We thought the place could be okay, and we wanted to order some drinks, something that was very hard because no one was paying attention to our table, not even our table... The whole salon.

It was full of waiters, all of them outside (in the shisha area) all of them talking, and in my opinion just doing what they felt that they wanted to do.

I called the one who was supposed to be in charge of our tap, so after few minutes he realised that I was calling, at least he took my order.

So I get this drinks (aperol spritz) really lousy, and small.

I had to ask for some sauce for the food, because it was dry.

After all this I finally ask for the bill, which was given by an other person, maybe the manager or the assistant manager, a guy from Argentina. With a really bad attitude.

We weee two Latin American women, and when he noticed this he showed himself disrespectful towards us. I complained about the bad service and food/drink quality and service and the price of it (£7.50 each drink!) they didn’t even cut the straws, honestly! So, he suggested that this is normal due to the area... But I live in Hampstead! Now, this man was really surprised by this fact, as he couldn’t believe that I live in this neighborhood, and he took my complaint with the must arrogant behavior and he just played the fool, not even trying to make up things or even apologizing to a potential new client.

At the end he just said that “ Maybe we will see each other in a new restaurant that I do like.”

Out of order, I felt totally scammed by this place, and don’t recommend...