Disappointing Customer service!
I had a very unpleasant service experience at Royal Host. The lobster soup I ordered was supposed to be creamy, but it turned out watery and diluted, with a very poor taste. I informed the waitress and hoped they could change it to another soup. However, she did not sound apologetic and instead argued that the soup was meant to be like that. I was honestly speechless. She avoided my question about replacing the soup, so I eventually told her to just remove it.
I then provided feedback to the manager. He emphasised that the soup ingredients were imported from Japan, asked which staff member had attended to me, and also questioned how the soup tasted bad, requiring us to repeatedly describe it. This made me feel uncomfortable and intimidated rather than listened to. While his tone was slightly better, there was still no service recovery offered and no follow-up afterwards.
Although the overall food was decent, the lack of empathy, professionalism, and customer recovery resulted in a very unpleasant experience. I would not recommend this place based on the service alone and I will never re-visit again!
sal
4
Service was great, exceptionally attentive waiters. Food portion was on the small side (if ordering hamburg meal alone without add-ons like croquette), though taste of all the sides and mains was solid. Hamburg steak tasted much better than regular for the similar price point. No gamey smell to the steak which probably made me like it.
Grace
5
Had a lovely dinner here yesterday evening. The ambiance is great, the food Japanese-Western food served were great - we had the Hamburg steak with Brown Sauce (I highly recommend!! Very juicy, very delightful), Tonkatsu Curry Rice (plenty of curry!), smoked salmon, and lobster bisque (very good for this price point).
What truly stood out was the service by Eddie and his manager. Other than the politeness and checking in to ensure everything was to our liking, it was also very thoughtful of Eddie to provide a white napkin for me to protect my white top (especially since the hamburg steak is served on a hotplate).
Overall it was a very pleasant experience & meal. We'll be back for more 😊
iski tan
5
The food and environment was very pleasant. I absolutely enjoyed my lunch here. I appreciate that the kids meal was done with effort and a variety of ingredients. There was even salmon option in kids meal. I had been to both Royal branches and I am loving the environment in takashimaya alot. Very spacious and relaxing.
Kids are presented with a basket of free toys to choose from. The range was extensive and can feel their effort to make the whole family's experience here, enjoyable！Recommended to make reservation. I had already made our next reservation.
Morinosuke
2
The restaurant wasn’t crowded and the ambience was nice with pleasant lighting. We waited a few minutes outside but the staff saw us and didn’t acknowledge us, so we seated ourselves.
When we asked the waitress if the doria lunch set came with iced lemon tea, she couldn’t answer and said she was only a temp and wouldn’t know, and she didn’t check. She also gave wrong information that the doria wasn’t part of the lunch set even though it clearly was based on the pricing on the digital menu.
We ordered the Hamburg curry set and the demiglace Hamburg lunch set. The food was frankly mediocre. The Hamburg curry tasted more like Hayashi rice and was very mild. The demiglace Hamburg rice was bland. For a family restaurant the food is doable, but at more than 60 dollars for two, with one dish even a la carte, I don’t see the value in returning.