Poor Service at Flavors Restaurant on December 24th, 2012
I did not want to write this letter, but I feel compelled to. Most folks in Suriname just go along with the poor service and because of this this epidemic of “whatever” seems to be the trend. I want to state that my husband and I came to Flavors a few times during 2012 and for the most part enjoyed the food and dining experience.On Christmas Eve December 24th, 2012 my husband, father, mother and brother came to the Flavors Restaurant for dinner. I had made the reservations a couple of weeks before. A week before the dinner reservation I called and asked if I could order the “rosemary chicken” dish but no one returned my call regarding my request. On Sunday December 23rd I called again and asked for the “rosemary chicken” but was told that it was too late to order this dish because it needs 24 hours to marinate. I would not have minded if the chicken marinated for 22 hours.We arrived for dinner on Monday December 24th and a waiter took our blue mechanical umbrella. We all sat at a booth and a pregnant (sorry I do not remember her name) waitress came after a long while to take our order. I got up and asked for another waiter because I realized that this would be a long evening with this waitress. A male Indonesian waiter came to take our order. He was very busy and hurried our order. There was a special Christmas Eve menu and we ordered 2 Chicken Roulade, and 1 Roasted Duck and the steak special. • The chicken was tasteless, the sauce tasted like milk, it was not well spiced, we practically choked on it.• The duck was under cooked (I have eaten it before)• My husband said that the steak dinner for $33 was a complete disappointment. It looked like three wings and the portion was extremely small.Our waiter (who did not have a name tag) basically abandoned us and only came when we flagged him down to clear up the dishes. We wanted more wine, and so we had to serve it ourselves. We wanted coffee and we had to go to the cashier to place the order. He was rude and not friendly. I guess he assumed we spoke English and so we must be from Guyana. I am a Surinamese, my husband is an American.The regular menu should have been included instead of these atrocious dishes. The chef did a disservice this night to the customers. That is why I called a week before requesting the “Rosemary Chicken” dish. We spend close to $200 that night and could have gone to a number of other establishments, but we chose Flavors Restaurant.We were about to leave when I asked for my manager. The waiter went to retrieve it and came back and said that it was not there, no real apology, just “must have someone must have taken it”. No substitute umbrellas were given, it was raining hard and we got wet bringing the car for my mother who was in a wheelchair. I came back into the restaurant and asked for the Manager. Mr. Niels Stuedemann spoke with my husband and I and took our phone numbers and email address which we provided. He was initially sensitive to what we had to say and said that staff should have taken the “Rosemary Chicken” request and that the waiter should have done a better job. He stated he would get back with us and to date he has not called. I called him when I got home because I remember I made a mistake with my email address and after a minute of talking with Mr. Studemann he stated that I could go online and make my complaint. I was shocked at his attitude and behavior.My husband and I feel that Courtyard Marriott in Paramaribo ruined a special evening and on top of it the Manager was very rude and dismissive. After looking up other customer comments, there seems to be a trend. “…We had major issues with service, like not getting enough towels daily, waiting 2 to 3 hours for a meal to be served and charging a lot for the breakfast buffet. However, after we finally spoke to the manager, much...” He went on to say that the manager resolved his needs. I wonder if it is because the person making the complaint was “white” that he got satisfaction. I am an Indo-Surinamese and maybe it is my complexion that prevented me from have my bad service “resolved.I do hope that upper management addresses my concerns very quickly.(FYI, in 24 hours I will post my complaint on every complaint and social media websites I can find. When folks search for Marriott and Paramaribo my complaint will be the first one in ***.)
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