Based on positive reviews from other reviewers as well as prior experience of two expat friends I went with, it must have been a very off day, It was Sunday brunch time and very busy but that is hardly a valid excuse for how poorly we were treated. Our so-called waiter took a long time to take our orders and after 45 minutes, still no food (I had even forgotten whether we had ordered) and more worrisome, no update from him on where it was. We finally asked several people to enquire and some 15 minutes later, our orders came. Based on what we got, I can only imagine that our order had been lost or forgotten and that something was quickly put together. The stuffing of my friend's pasta was frozen so she sent it back. I had ordered a Thai stir-fry with veggies and chick peas but it was nothing of the sort: it was white rice with a separate bowl of some curry, sans chick peas. I had to make sure this is what I ordered and asked about the chick peas. He suggested to take the plate back but I did not want to risk another delay so asked that he bring back the chick peas from the kitchen. He seemed to have forgotten this request and when we asked him 10 minutes later, he told me they were out of chick peas. My other friend's omelet was fine. Coffee is of course excellent as is the setting. But the bottom line is that we were there for over 2.5 hours and were abandoned for most of that and 2/3 of us did not eat well. My friends complained vehemently to the acting manager and will take it up with the owners who were not there. Were offered coffee but at that point, we just wanted to leave. I was thankful for the time there to enjoy my friends' company but we could have taken our business elsewhere. If I come back to Nairobi, I do not think I would make any effort to return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your thorough and honest review of your experience on Sunday. We are extremely concerned that your experience on Sunday was so bad, particularly in view of the fact that our Sundays are in fact always very busy so in general, a longer wait time is normal simply because we have a very small kitchen. It is something that we try not to affect our service but as with any business, we are not always perfect. However, that does not excuse poor service and particularly when we are not there, as was the case on Sunday, we expect are well-versed staff to handle delays and poor quality promptly and professionally. As you quite rightly state, there is no excuse for poor treatment, and we cannot apologize enough except to ask that you please give us another chance to provide better service and quality when you next visit. The Thai Chickpea Curry should be just that - I am astonished that you were served it without the chickpeas, and if they had run out, your waiter should have informed you immediately the order was placed. Please be assured that we will investigate this incident with a view to avoiding this happening again to anyone, and sincerely hope you will accept our apology and visit us again in order that we may make up for the poor experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.