29 Jul, 2019 → by ClaimboUser169998
bad service at restaurant

1

We were in Langebaan for the week-end and decided to have dinner at Protea Saldanha as we've stayed there a few times before. At 16h00 we popped in to check the menu which looked promising. We were out for the afternoon and came back @ 18h30. I ordered the 12 prawns & my husband ordered the line fish. When I cut the head off, dirt came out, this dirt is the head juice that is usually thick when cooked properly, instead of the green/gray colored liquid, water from defrosting, it was disgusting. My husband, who does fishing and knows various fish & seafoods really well checked and tasted and said it was not cooked properly. I asked the waiter to please return to kitchen and ask that the prawns be re-cooked which was much better by the time it came back but by then I was really put off. Nevertheless, we continued and ate what we ordered. When done, we proceeded to pay. We're Prokard members so expected the 50% discount on the 2 main meals, only to be told that 50% discount only applies if you order a starter & main or main & dessert. We've eaten at various Protea's before and never had this rule applied. I enquired about dessert and was told there is Crème Brule, Peppermint cake, Carrot cake & Black Forest cake. We decided to have dessert as well. A gentleman came in & I asked if he's the Restaurant Manager because he checked on us earlier before our main meal came. He said, he's the Duty Manager. I told him that the prawns were not cooked. He asked which room number we were and told him we walk-in dinner guests. He made a note and said he will inform the Chef. We then went back to our table and waited at least 10 - 15 minutes for our "cake". Only to be served frozen desserts. We expected 2 slices of baked cake. Apart from that, I was given carrot instead of peppermint. The chef came around to all the tables & we told him the prawns were not cooked properly. He said it was langoustines, that's what the box says, that's why the skin is harder when cooking, which it's not, Langoustino Austral, which is common Argentinian Shrimp. My husband said it's not langoustines, as that have sharp protrudes on tail segments. The Chef argued that it is Argentinian langoustines - now no-where on the menu is there any mention that Protea Saldanha offer langoustines. We then showed Chef the hard frozen desserts. He said we should just leave it for 2 minutes, well we waited 10 - 15 minutes and it was still frozen. I am deeply disappointed that, I assume, it was your Exec Chef who does not know how to communicate with guests, or what he is serving. I am in the hospitality industry and we give our staff training on how to inter-act with guests. When we were done and paid, I said to the waiter, you should inform guests that it's not baked cake slices, it's frozen desserts because it's misleading, which it's not, supposed to be caked, that needs proper defrosting, I assume. Such a beautiful location which unfortunately lacks professionalism ☹ PS: I tried to attach our bill in pdf format, but I get an error message.
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