21 Dec 2014 • 1 review • 0 follower
we went on a Sunday night at 8pm which was my gf's bday. food was good, jamon ham n sangria tasted similar to e one we had in spain. buffalo wings and churros were tasty.
things turned sour when they asked for our last order at 9pm despite the official closing time being 10pm. at around 9.20pm, the waitress came to clear e plates WITHOUT bothering to ask if we were done with the food. prior to that, she already mistook that we asked for e bill, when we had only arrived but fine.
there was a 10% uob credit card discount, and I already asked before giving my credit card and it was the waiter who informed me abt e promo. well, turned out that this 10% was not given, because they were so eager to close their accounts but it was nowhere near 9.30pm n their official closing time is 10pm.
when I clarified about the 10% discount, they didn't apologize for their mistake. they merely informed they have closed their accounts and asked if they could give us desserts in return. we were fine with it, and asked what we could have.
to our dismay, they dumped us with gave us some wine cheese. despite us saying that we do not eat cheese, the person simply replied that their kitchen was closed n e price of e cheese was higher than that of the discount. what an insult. what kind of attitude and service is this? they made an error and expected us to accept what they offered?
fine, they were finally willing to give us back in cash. and there came e waitress who gave me e money. and perfect, she said absolutely nothing when passing me e money. I stared at her n she was expressionless. does she expect me to tell her that I was grateful that they returned me my money?
there was no apology mentioned throughout. we were absolutely disappointed given that we read extremely good reviews abt this restaurant but the experience turned out to be terrible. great, and none of them was remorseful, or even realized it.
The management of Milagro Spanish Restaurant responded to this review:
23 Dec 2014
Thank you for your feedback. We apologize for your unsatisfactory experience with our service staff and would like to investigate into our errors.
The service staff clearly did not represent our restaurant policy and service standard. Our kitchen officially closes at 10pm; our last order is at 9.30pm in order to give our chefs adequate time to prepare. The call for last order is not supposed to be given so early.
We also apologize for the way our staff handled the billing. The restaurant manager overlooked and did not give a discount before settling the till. We recognize that we should have found an alternative way to issue a refund.
We apologize for the inexperience of our service staff and will be investigating the matter for appropriate remedial and disciplinary action. We will address this issue with our team to ensure an improvement in our service standard. Thank you for bringing up the matter to our attention.