Thu Nguyen

Review of Rubens at the Palace and Hotel...

I booked a dinner reservation here through red let...

I booked a dinner reservation here through red letter days for my birthday dinner, we've have had to reschedule three times due to family commitments that come up unexpectedly, whether this was the reason for the disappointing customer service my partner and I had to endure, I don't know!

The waiter thought it was appropriate to mention this as if we were obligated to give an explanation, to which we have apologised for over the phone many times before we finally arrived.
I truly felt bad for rescheduling so many times, but you have to understand that this was meant to be a special dinner from my partner, this place is meant to be opulent, extravagant so we needed to arrange an appropriate time to enjoy it to the fullest.

Anyway, we booked our dinner for a tomahawk steak, everything was fine until they showed us the steak, which wasn't typical of a tomahawk steak with the bone in, it had the *appearance* of a rib eye cut steak.


I raised the issue with the kind lady about the two steaks and she said she didn't know when it was appropriate to come to me to say that there was a problem with the voucher(???)
By now, me and my partner couldn't care less about how the steak came out and just wanted a nice dessert, I chose a crepe suzette that was cooked right in front of me which was very nice and I honestly liked that part of the dinner experience.

She was lovely and helped when I raised the issue, but I just don't understand how you could just let us have a meal that was well under the value of what we paid and NOT say anything.
If i hadn't said anything, they wouldn't have honoured the value of the gift voucher.

There are many more things to say however I will not go in to it as I don't have it in me to slaughter this place anymore than I have.
I honestly think this isn't the true experience of this place and I'm sure they are brilliant, competent staff here. It was a shame we didn't enjoy it as much as we looked forward to it.