We went to Ten Bompas for a birthday dinner on Saturday, 17. It should have got the warning bells ringing that we were the only party on a Saturday night (much later, another table was occupied). At first, we enjoyed the atmosphere, kids were playing in the garden, just the service was slow and unattentive.
The wine arrived- warm with no ice bucket in sight. We had to specifically find the waiter again to ask for both an ice bucket to cool it and for ice to regrettably dilute a fine wine. Not what you expect from an establishment that clearly wants to play in the first league.
It got dark. No one brought a light. We had to find our waitress again (she hardly ever checked on us), and asked for a light. We ordered food. Had to do it twice, as the waitress came unprepared and noticed at the end that she would not be able to remember 8 starters and 4 main courses. She got a notebook and returned. We repeated our orders a few times, especially since my son is a fussy eater and we wanted just plain Tagliatelle (on the menue) without any of the trimmings, just with butter. She asked if he wanted avo. We confirmed, but repeated another 2 times to her: JUST butter and avo - nothing else. She confirmed.
Food took forever to arrive -weird, since we were the only guests at that time. Then only 5 of 8 plates arrived. 3 arrived 8 minutes later! My son's Tagliatelle arrived with all the trimmings, and not as ordered. I told the waitress, and she sheepishly said that the food is pre-mixed and it can't be changed ( I didn't think this would be Wimpy - I thought the food would be prepared fresh!). She also said nothing when we ordered, even after we repeated a total of 3 times during the lenghty order process that we want nothing else.
She took his plate back to the kitchen. Another eternity later he was served - now with chicken!!! Which part of: 'JUST butter, NOTHING else' was too hard too understand?
Another mix- up with the desserts, which I repeated 3 times to her, and she recited back wrongly 2 times...
The only redeeming factor was the food, which is undeniably brilliant. But this can't weigh up warm wine, waiters that disappear all night and a complete disregard of customer wishes.
A pity for the chef, he can't save such poor service!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 27, 2012
Dear Enibas
Thank you for your feedback of your recent dinner at Ten Bompas. It is such a pity that an otherwise good meal could be upset by poor service. Although the waitress misunderstood the order, this should not have happened with better training and with proper supervision by the manager on duty. As with all items on the menu, the tagliatelle is prepared to order and can easily be prepared without the accompanying ingredients. We are grateful for your comments as it has enabled us to take up each of the issues raised with the waitress, the duty manager and the rest of the serving staff. We previously arranged formal tastings of the menu for the servings staff with an instruction on how the dishes are prepared. Your comments illustrate the need for us to continue this practice. While we are sorry that the service was disappointing, we are happy that you found that the food served was of a high standard. I hope that you will give us another chance and that we have the opportunity of serving you again at Ten Bompas, this time ensuring that the quality of service matches the food. Warmest regards, Peter Aucamp, Ten Bompas Hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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