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“Pathetic service in restaurant” 1 of 5 stars
Review of Citrus Cafe

Citrus Cafe
R 7/2, Chikalthana, Airport Road, Aurangabad 431210, India
91 240 6603030
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Ranked #23 of 62 Restaurants in Aurangabad
Cuisines: American, Indian, European, Pan-Asian
Restaurant details
Hyderabad, India
1 review
2 helpful votes 2 helpful votes
“Pathetic service in restaurant”
1 of 5 stars Reviewed December 23, 2010

We travelled to Aurangabad last week and happened to visit the restaurant at this hotel. Must say, it was a terrible experience...
Had heard lots of good reviews of this hotel and so we all (friends and family members) chose to visit this restaurant. Everything appeared good about the hotel till we entered the restaurant of this hotel. There were lots of tables available where we could have been seated but for reasons best known to the waiters/managers present, they preferred to make us wait for about half an hour (it started with "just 5 minutes") despite us telling them to re-arrange a couple of tables (which most of the restaurant folks do on their own). We were too tired to even think of going to any other restaurant. The waiters did their best not to have any eye contacts and for those unfortunate moments when the eyes did make contact, we were told that it's a matter of just 5 minutes. And so as mentioned above, after six such unavaidable eye contacts for them, they finally agreed to re-arrange the tables as we had earlier suggested. We got our seats and chose to ignore this and proceed with ordering the food nad enjoying the same. We didn't realize that our ordeal had just started and it was to go worse from bad.
We were given the menus and after about 5-10 minutes we ordered the food. After repeating the dishes twice and getting a confirmation from the waiter on the same, we waited patiently for the food to arrive. Couple of our friends had ordered for soup and pasta and the rest of us had ordered for Indian delicacies. In between, we had to ask for water couple of times. After a wait of about 45 minutes, the soup and pasta did arrive. And after all this wait, they managed to serve the soup and pasta cold! Our patience was on the verge of breakdown. We still managed to keep our cool and waited for the other order to arrive. It didn't. Talked to the waiter and in response he gave an assurance that it will arrive in a couple of minutes. We asked him to go inside the kitchen and inquire. He didn't. After a wait of another 10 minutes, we asked him to go inside and get the latest information. He said he'll go and find out. He didn't. By that time our patience was tested enough. Just as I was about to go the food arrived. Having waited for about an hour a half we thought this would be the end of the nightmare and that we'll have our food, pay and just move out. But even as the waiter started serving we realised he had forgotten to get the Rotis we had asked for! Meanwhile we had already asked for bowls for serving dal and other curry dish atleast thrice. When none of it came it was time to give the manager a piece of our mind. We called up the manager and thankfully atleast he was quick enough to respond. When we told him about all that we had suffered, he in all his wisdom started backing his men and gave all sorts of excuses. And we had thought he would atleast realise the mistake and do whatever he could to salvage the already lost respect!! Anyway, when told about how his men had royally ignored all our pleas for anything and everything we had asked for, it finally made some sense to him. And then in all his magnanimity he decided to serve the dishes all over again "and this time it will be hot". We refused. He then asked us if he could waive off the bill or if he could serve some dessert to pacify us. Well I had thought in service industry one is taught to act to please the customer and not ask to get pleased with whatever is being offered!!! We rejected all the offers and asked for the bill. He went inside and after waiting for another 10 minutes we asked the waiter to get us the bill. The waiter (the same unfortunate guy) told us he will get it in 5 minutes. After 5 minutes he came back and told us the manager had told him not to present any bill and that he was sorry for whatever had happened and that the bill was being waived off!!! We had expected the manager to come and say those things in person but he chose not to appear. Well, on an evening when nothing was going as per our expectations it was foolish on our part to still expect something to happen...
In all, it might have been a bad day or I can even say it might have been that one off case that might have happened with the staff there, but our evening was spoilt and at no point of time they tried to undo what was done.

    • 1 of 5 stars Service
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  • English first
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English first

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