Mala Restaurant — Restaurant in Boston

Have visited this place for a couple times, used to love the taste and freshness of their food. But decided won’t come back again after today’s experience. They have terrible customer service. If I can give 0 star for their service I will. There is literally no service, you scan the QR code on the table and place order by yourself. They brought out the food from the kitchen to table and then sat down far away with their cell phones without saying a word to you . When you look around and try to get some help, they ignore you until you wave your hand and ask for help, they still sit far away and ask you: what do you need? That was not a busy time, there were 3 staffs in the front desk and only 2 tables with customers. I actually feel a little bit uncomfortable at that moment . And when I was doing the check out, without any of my permission or notification, they clicked on 18% of tips for me and asked me with rude attitude: just sign your name on the bottom. I felt offended and asked them is there any sign in your restaurant that tells customers you mandatorily charged customers 18% of tips. The staff who helped me check out gave me an annoying face and told me the minimum option is 15%, and asked me so do you want to give a tip or not! I told them of course I would, but I don’t think you give me a good service and I should have right to put a custom tip. I left 14% at the end and received unhappiness . Anyway, won’t come back again and won’t recommend this place to anyone anymore. There are lots of good restaurants nearby. It doesn’t make sense to anyone that they pay a 70+/ person price to receive a rude service...

Came in on a Sunday evening when every other hot pot spot in Allston had lines out the door. This was the only place where we could sit right away. Based on the name, I assumed it was strictly a hot pot joint, but the menu was much broader. Standard QR code ordering system, food came out fast.

Most of my friends recommended the dry pots, so we went with pork and beef versions, plus a regular pork hot pot for comparison. All pots come with six toppings by default (vegetables and noodles), with proteins as add-ons. Even with extras, each pot was under $25, and the portions were huge. The regular hot pot was fine, but the dry pots had way more flavor and heat. Since I don’t have dry pots often, it’s difficult to say whether this was top tier, but most of the toppings were good quality.

We also tried the stir-fried string beans and chili wontons, both solid. But knowing how big the pots were, we probably could’ve skipped the sides.

Overall not as flashy as the big-name hot pot spots nearby, but way easier to get into and much cheaper. Might come back for...

Service: 2/5 definitely not much service at all, the whole qr code order system is good during covid but should be removed by now. Customers may have questions on food, especially people with allergy, staffing is usually on the lower end here that they frequently has to be told twice for water refill and napkins. Understaffed while trying to automate ordering.

Setting 3/5: booth seats are nice but table seats are very close to each other. It could be very comfortable even precovid. Honestly this place is usually understaffed anyway, why so many tables, can't keep up with service anyway, might as well keep ppl waiting outside rather than at a table so close to make dining experience awkward.

Taste: 5/5 the only thing that keeps me going back 3-4 times a month. LoL. Their food is authentic. My favorite is the grill whole fish, their mala stir fry pot is my regular too, and don't forget their spicy fried chicken.

Overall 3.5-4.0 but I can't do 3.5 here, so round up since taste does matter more than everything else, because there is always the...