醉码头火锅 Zui Ma Tou Hotpot @ Pavilion Bukit Jalil — Restaurant in Kuala Lumpur

Didnt held my standard high, was expecting normal service but this is just beyond disappointing. Used to visit multiple times (almost my only reason to visit bukit jalil), liked the food and service here, even recommended it to many people around me but this time was the visit after my last one nearly a year ago and oh my, this will be my LAST VISIT. Disappointing.

Issues:

Misleading Operating Hours: We arrived at 11:45 AM, expecting to be seated as both your website and printed brochures on-site indicate operating hours as 11 AM to 10 PM. However, a waiter (after we walked inside to look for someone to talk to) informed us that the restaurant only opens at 12 PM on weekends explaining their kitchen need more time for preparation, and we were asked to leave until then. This inconsistency between your advertised and actual operating hours caused unnecessary confusion and inconvenience.

Slow Service: Once seated at noon, we waited another 20-30 minutes for food to be served (so the extra time for kitchen preparation needed more extra time i suppose), despite there being only four tables occupied. As we watched the soup pot boil, the delay in food arrival was very frustrating, especially considering that additional cooking time is needed for hotpot dishes.

Inattentive Staff and Poor Attitude: Throughout our meal, the waitstaff appeared inattentive and often unresponsive when we needed assistance. Despite the staff's loud greeting upon our entry, the service seemed largely performative, failing to address our needs. When we asked for the WiFi, a waiter responded with “拿來” and took our device without any explanation, leaving us even more confused on the attitude.

Repeated Order Confusion: Although we specifically ordered a la carte, we repeatedly had to clarify this with various waiters, as they kept assuming we wanted the buffet. If a la carte is inconvenient, perhaps it should not be offered as an option. Additionally, when our food was finally served, portions were smaller than before, and the plating was unappealing, suggesting a decline in both quality and presentation. I think the service was pretty normal back then (my previous visits were before they offer the buffet menu)

Incorrect Orders and Portion Misrepresentation: When the pumpkin cake was served, it came as three small pieces, despite the menu photo showing eight pieces. Upon questioning, the waiter admitted this was a mistake, having treated our a la carte order as part of the buffet (AGAIN only four tables were there at the time being). We had to wait again for the correct portion, and this incident added to the mounting list of service mistakes during our meal.

Our experience during this visit stands in stark contrast to our previous visits, where the service and food quality had impressed us, leading me to recommend your restaurant to friends and family. Unfortunately, the quality of both food and service has notably deteriorated. The soup base, which I previously enjoyed and recommended, has also declined in flavor.

Given the set prices on menu items, having a decent and normal service and food quality should be reasonable and bare minimum standard. This visit was intended as a farewell meal with my family, yet it turned into a disappointment.

I hope you will take this feedback seriously to improve the standards. Unfortunately, this experience has left us unlikely to return, as there are other establishments offering better value for both...

Steamboat raw meat fresh, okay. But fried meat "xiao shu rou" is not fresh meat. Jasmine tea is not sweet, but not everybody can accept it. Winter melon is super sweet. Hence, it is advisable if you can bring along your own water. No ice cream, the restaurant just serve 2 types of fruits daily.

Generally, I visited so many times and was very supportive and always recommended my friends to visit your restaurant if they went to Pavilion Bukit Jalil. However, recently, my last visit was a bit disappointing with your company's irresponsible SOP about the hygiene of drinks.

Your restaurant is offering 2 jars of flavoured drink, Jasmine and Winter Melon. Both drinks are included in the buffet package. After the customer finishes the meal, your staff will keep the jar container back at the counter, which is located at the cashier payment area.

After that, your SOP allows your staff to reuse the same jar to serve the next customer without washing it and without pouring away the balance of drink which was not finished by the previous customer. “Recycling” the balance drink to serve the next new customer with the same jar without washing it.

And even your staff open the cover of the jar to smell what drink is before refilling for the next customer (超级恶心，超级不卫生). Your SOP didn't separate the two flavour jars, but at least your company shouldn't practise reusing the jar without washing it for the next customer. And I couldn't accept your company to save this cost; just refill the previous customer balance one and top it up for the next customer. Each jar should be washed, and the balance of the drink should not be used again; the customer paid not to drink the "recycled water balance of the previous customer". It is about hygiene and safety.

So, so disappointing. Again, this is not an expensive drink; even if you serve water, you must also use a new empty jar container (after washing) to refill to serve a new customer.

I did record the whole process of your staff and SOP. Really very disappointed...

As customers, we hope your company can improve the following; otherwise, my next visit will be the last, and I will forever say no to 醉码头.

All customers should be served with a hygienic, newly washed drink jar. A new clean jar for every table of new customers.

All customers should get a full new refill jar drink, not a top-up drink which was not finished by the previous customer at the same jar. We are not drinking something like a mix drinks of multiple customers using the same jar. Balance of drink from previous customer should not be used to serve customer again, NO RECEYCLE DRINK.

Your staff shouldn't open the cover of the drink container to smell which is the flavour before proceeding to refill it. Your company can use 2 different colour covers to differentiate...

I recently visited this hotpot shop and was thoroughly disappointed with the overall experience. Right from the moment we walked in, the confusion and lack of clarity were evident. When we inquired about the ordering process, the waiter simply directed us to choose a hotpot booth first without providing any guidance on the ingredients or the menu. Feeling perplexed, we decided to approach another waiter for clarification. However, to our dismay, the response we received was equally confusing and vague. Assuming that the booth came with a predetermined set of ingredients, we proceeded with our order. To our surprise, when the hotpot booth finally arrived, it came empty, leaving us bewildered and frustrated. With no assistance or guidance from the staff, we were left to fend for ourselves, unsure of what to do next. As we waited for someone to attend to us, the hotpot was left to boil unattended for an unreasonable amount of time. Finally, after mustering the courage to inquire once more, we were informed that we needed to scan a QR code to access a separate menu to order the ingredients. This lack of communication and transparency regarding the ordering process was utterly unacceptable. The negligence and disregard for customer satisfaction were evident throughout our dining experience. From the initial confusion to the lack of assistance and guidance, it was clear that the staff at this establishment were ill-prepared and indifferent to the needs of their patrons. It's worth mentioning that the establishment did have some commendable practices, such as greeting customers upon arrival and expressing gratitude upon departure. However, these superficial niceties failed to compensate for the underlying issues of poor communication and inadequate service. Indeed, while the initial confusion with the waiter's explanation of the ordering process was forgivable to some extent, the subsequent neglect and disregard for our inquiries were simply unacceptable. Being left waiting for an extended period without any assistance or acknowledgment of our concerns was not only rude but also entirely...