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Maureen S
Terrible Customer Service - Awful Cocktails
Aqualuna Malta的点评
点评：We had attended a private event upstairs on 03.09.26. Snacks and drinks OK. Good waiter service. Passing there during the day on 08.09.26 we saw they had a happy hour 18.00- 22.00 so we thought as it was our last night we would go for drinks and meal based on the previous event.
Firstly, we were offered water with our meal which did not materialise until we asked for it again. Secondly, we ordered a salad with the main meal which didn't arrive and we had to ask for it twice. They were not busy. That said, the main meal was Ok if not a bit overpriced.
The main issue was with the cocktails. Two of us ordered a Pina Colado and one a Mojito. The waiter bought both of the cocktails at the same time which he said he had to do in Happy Hour. The Mojito was Ok, but the Pina Colado was absolutely terrible. No sooner it sat there then it started to separate and you could barely taste any rum in it - see picture. I started to drink it - thought it was me so I gave it a good stir but it separated again. I barely drank any of the first one for fear of an upset stomach. I called the waiter and told him I was not happy with it and required a replacement or different cocktail. He went and checked with the bar staff who made it who said that there was nothing wrong with it - it was because we had let it sit for 40 minutes and they would neither replace, refund or give an alternative. We were advised to take it up with the manager when we paid for our meal. I didn't drink anymore of it.
When we went to pay for our meals we took the cocktail to show both the manager and bar staff who made it. The bar staff member now said it was because it was made with coconut water. I informed him that we had drunk many a Pina Colada in several establishments and had never had one that curdled or tasted like this. He then changed his story and said it was because we hadn't drunk it within 10 MINUTES. We duly informed that we were there for a meal and there was no expectation that we should drink not one but two large cocktails in 10 MINUTES prior to having a meal. We asked again either for an alternative or refund as we were not happy with this drink. They again refused. We informed them we were not prepared to pay for a substandard drink. After much back and forth and arguing the point that the drink was not right, the manager eventually took the Pina Colados off the bill. We paid the rest of bill and he literally shoved the receipt in my hand and curtly said Goodbye and waved and ushered us out the restaurant. At no time was there an apology and no customer service whatsoever from the mangement
I would not attend this restaurant again based on the manager's attitude.
Firstly, we were offered water with our meal which did not materialise until we asked for it again. Secondly, we ordered a salad with the main meal which didn't arrive and we had to ask for it twice. They were not busy. That said, the main meal was Ok if not a bit overpriced.
The main issue was with the cocktails. Two of us ordered a Pina Colado and one a Mojito. The waiter bought both of the cocktails at the same time which he said he had to do in Happy Hour. The Mojito was Ok, but the Pina Colado was absolutely terrible. No sooner it sat there then it started to separate and you could barely taste any rum in it - see picture. I started to drink it - thought it was me so I gave it a good stir but it separated again. I barely drank any of the first one for fear of an upset stomach. I called the waiter and told him I was not happy with it and required a replacement or different cocktail. He went and checked with the bar staff who made it who said that there was nothing wrong with it - it was because we had let it sit for 40 minutes and they would neither replace, refund or give an alternative. We were advised to take it up with the manager when we paid for our meal. I didn't drink anymore of it.
When we went to pay for our meals we took the cocktail to show both the manager and bar staff who made it. The bar staff member now said it was because it was made with coconut water. I informed him that we had drunk many a Pina Colada in several establishments and had never had one that curdled or tasted like this. He then changed his story and said it was because we hadn't drunk it within 10 MINUTES. We duly informed that we were there for a meal and there was no expectation that we should drink not one but two large cocktails in 10 MINUTES prior to having a meal. We asked again either for an alternative or refund as we were not happy with this drink. They again refused. We informed them we were not prepared to pay for a substandard drink. After much back and forth and arguing the point that the drink was not right, the manager eventually took the Pina Colados off the bill. We paid the rest of bill and he literally shoved the receipt in my hand and curtly said Goodbye and waved and ushered us out the restaurant. At no time was there an apology and no customer service whatsoever from the mangement
I would not attend this restaurant again based on the manager's attitude.
翻译：我们在03年09月26日参加了楼上的私人活动。提供的零食和饮料还可以，侍者服务也不错。08年09月26日白天经过那里时，我们看到他们有18:00至22:00的欢乐时光活动，考虑到那天是我们在当地的最后一晚，便决定效仿上次的活动，去那里喝杯酒、吃顿饭。
首先，点餐时我们被询问是否需要水，但直到我们再次提出要求后才得以提供。其次，我们点了配主菜的沙拉，结果迟迟未上，我们不得不两次催促才拿到。他们并不忙。不过，主餐还算可以，只是价格有点偏贵。
主要的问题出在鸡尾酒上。我们两人点了菠萝可乐达，还有一人点了莫吉托。服务员同时去取这两杯鸡尾酒，他说在欢乐时段必须这么做。莫吉托还算可以，但菠萝可乐达简直糟糕透顶。刚端上来没多久就开始分层，几乎尝不到一点朗姆酒的味道——见图。我开始喝了起来——原以为是我的问题，所以好好搅拌了一下，结果它又分层了。因为担心肠胃不适，第一杯我几乎没喝几口。我叫来服务员，告诉他我对这杯鸡尾酒不满意，要求换一杯或换一种鸡尾酒。他去询问了调酒师，后者坚称鸡尾酒没有任何问题，只是我们让它放置了40分钟才喝，因此他们既不愿更换、退款，也不肯提供其他替代品。付账时，有人建议我们去找经理反映情况。此后我就不再喝那杯鸡尾酒了。
付账时，我们把鸡尾酒拿去给经理以及调制它的调酒师看。那位调酒师解释说，这是因为鸡尾酒里加了椰子水。我告诉他，我们在多家酒吧都喝过很多次椰林飘香鸡尾酒，但从没遇到过会结块或味道如此怪异的。随后他改了说辞，称是因为我们没有在10分钟内喝完。我们当即指出，我们是来用餐的，根本没人指望我们在用餐前10分钟内喝下不止一杯、而是两杯大杯鸡尾酒。由于对这杯饮品不满意，我们再次要求提供替代饮品或退款。他们再度予以拒绝。我们明确表示，绝不会为一份质量不合格的饮品付费。经过一番争论，我们坚持认为那杯饮料有问题，最终经理把那几杯椰林飘香的费用从账单上扣除了。我们付清了其余费用后，他直接把收据塞到我手里，冷冷地说了声“再见”，然后挥手将我们赶出了餐厅。整个过程中，管理层既没有道歉，也毫无客户服务意识。
鉴于这位经理的态度，我绝不会再光顾这家餐厅了。
首先，点餐时我们被询问是否需要水，但直到我们再次提出要求后才得以提供。其次，我们点了配主菜的沙拉，结果迟迟未上，我们不得不两次催促才拿到。他们并不忙。不过，主餐还算可以，只是价格有点偏贵。
主要的问题出在鸡尾酒上。我们两人点了菠萝可乐达，还有一人点了莫吉托。服务员同时去取这两杯鸡尾酒，他说在欢乐时段必须这么做。莫吉托还算可以，但菠萝可乐达简直糟糕透顶。刚端上来没多久就开始分层，几乎尝不到一点朗姆酒的味道——见图。我开始喝了起来——原以为是我的问题，所以好好搅拌了一下，结果它又分层了。因为担心肠胃不适，第一杯我几乎没喝几口。我叫来服务员，告诉他我对这杯鸡尾酒不满意，要求换一杯或换一种鸡尾酒。他去询问了调酒师，后者坚称鸡尾酒没有任何问题，只是我们让它放置了40分钟才喝，因此他们既不愿更换、退款，也不肯提供其他替代品。付账时，有人建议我们去找经理反映情况。此后我就不再喝那杯鸡尾酒了。
付账时，我们把鸡尾酒拿去给经理以及调制它的调酒师看。那位调酒师解释说，这是因为鸡尾酒里加了椰子水。我告诉他，我们在多家酒吧都喝过很多次椰林飘香鸡尾酒，但从没遇到过会结块或味道如此怪异的。随后他改了说辞，称是因为我们没有在10分钟内喝完。我们当即指出，我们是来用餐的，根本没人指望我们在用餐前10分钟内喝下不止一杯、而是两杯大杯鸡尾酒。由于对这杯饮品不满意，我们再次要求提供替代饮品或退款。他们再度予以拒绝。我们明确表示，绝不会为一份质量不合格的饮品付费。经过一番争论，我们坚持认为那杯饮料有问题，最终经理把那几杯椰林飘香的费用从账单上扣除了。我们付清了其余费用后，他直接把收据塞到我手里，冷冷地说了声“再见”，然后挥手将我们赶出了餐厅。整个过程中，管理层既没有道歉，也毫无客户服务意识。
鉴于这位经理的态度，我绝不会再光顾这家餐厅了。
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