First of all service was good except for the manager if you can call him a manager his name is Hoala and I don't know how such a person like him became the manager.
Our family were celebrating our mother in law 60th anniversary, such a milestone that supposed to be all smiles and happiness, we had a more that 3 months in advance reservation(15 people) for this place, we checked-in and we got 3 separate tables, our server in a attempt of get all family in one table, he spoke to the front about getting a table that was getting cleaned to seat us all there and he got the confirmation that we were getting that table and decided to wait, it supposed to be 15 mins that ended up being about 45 mins but we understood, it was busy, in the meanwhile we ordered some drinks and an appetizer, the moment arrived when our server told us that the table was ready, we proceeded to walk to the table, we were about to seat when Hoala the 'manager' showed up and stop our family to seat in that table because 'he' had a family waiting for that table for about half hour or less, one of our family members tried to explain to him that we were been waiting for almost one hour, and we asked for the manager to see if there anything that they can do to solve this situation, then Hoala just said. Well I'm the manager and there is no way for you guys to seat here. Our server started to apologize for the situation trying to calm down the situation but not Hoala, he didn't care about customer service he just wanted to prove that he had control over everything happening, not a single word about he feeling sorry for the situation, and FYI the family that Hoala sat in that table was 4 adults and 2 kids! One of our tables a round table was a 6 seating table, can you believe that?
I mentioned to 'my family' let's eat somewhere else and Hoala heard that even I didn't talked to him he replied, if you want to leave you can leave just make sure you pay before you leave. That comment was rude and offensive and coming from the manager! I told him if we leave we aren't paying for that (which was nothing compared to our final bill). Then the great manager Hoala told me directly. "Do you have a problem?" What type of questions was that? Personal? Was he really trained for this position? does he really understand what the job of a manager is?
We decided to stay and order dinner, when again Hoala showed up to tell us "we cannot give you guys service if you're not paying"
Yes just for that, the dinner, complete separated for our initial appetizer order. We never, never mentioned not paying our dinner or final bill because we decided to stay, but again great Hoala just showed up making sure we didn't enjoyed our dinner and our night in Japengo's no to mention tha looks he gave us during the night, like he took it personal.
Our poor server kept apologizing duren the rest of the night and he looked nervous and forgetting things, all because the environment created by this Hoala manager.
He really made us feel uncomfortable during our dinner and the rest of the night.
Hopefully management can see this review because I personally don't want any other family to go through this just because this incompetent manager Hoala. I think if he wasn't there during that night the nothing wouldn't happened, Hoala just wanted to protect his image and prove that he has all the control not caring about getting resolve something that everyone else would resolve it as the staff had it resolve prior Hoala got involved.
So here are my points of this situation.
1. Hoala needs to be re trained ASAP.
2. Staff wanted to help but stopped by Hoala.
3. Food was good.
4. Customers needs better treat regardless of the situation specially in a hotel like this.
5. Hopelly management take this seriously.
P.S.
This call is for Alejandro Carmona the manager of Hoala I'm here to give more details and feedback.
I hope this is information is true since was given by the great Hoala. read more