Your Address
Your City, State, Zipcode
September 16, 2016
Hot Pot Heaven
98199 Kamehameha Hwy
Aiea, Hawaii 96701
Dear Hot Pot Heaven's Administration,
With the new establishment of Hot Pot Heaven in Pearl Kai, my family was very eager to try out the new restaurant. We loved the concept of cooking our own food and we were always a fan of hot pot dining.
As first-time customers at this new establishment, we had high expectations as there are many food-related businesses near the area. With these expectations, we were quite disappointed with the poor customer service and lack of information/announcements. When we entered the restaurant the first time, we were not greeted by anyone and had to find our own seats. When a server did come, they gave each of us a menu and explained how to order the meats and the soups. They, however, did not tell us that we were able to grab our own side dishes to put in our soup. This is an important information that the restaurant needs to emphasize because, without the information, it just seems like the refrigerators are for the employees to give the customers. Only after seeing others get their dishes did we know that information. Because getting your own side dishes are uncommon in restaurants, I believe that this information should be shared at the beginning.
Additionally, the services during our meal were mediocre. The waiter rarely came to check on us and when we asked for more broth it took about 10 minutes for it to come out. I know that there are a limited amount of workers in the restaurant and that is why I believe that you should get more workers. There have been multiple examples on yelp where people complain about how slow the service is and how inconsistent it is. It is a problem that should be resolved quite easily.
Lastly, at the end of the meal, there is supposed to be a complementary ice cream mochi dessert. However, we were not informed of this and my uncle was the one who brought this up. However we were not presented with this surprise and when we asked about it, the waiter told us that they were out. It is a nice surprise to those who are eating at your restaurant to get a free dessert but I believe that your restaurant should inform people if the dessert is not available at that time.
But in the end, we did enjoy the food and the calm ambiance of the restaurant. We appreciated the kindness of the waiter when he did come and his efforts. The waiters working at the restaurant should not have to try and juggle too many customers at a time but rather the restaurant employs a few more waiters.
I understand how this is a relatively new establishment but it has been open for more than 8 months and I think that has been more than enough time to adjust to the customers' needs and concerns. Lastly, this restaurant is a part of a franchise and it shouldn't make a name for itself.
Sincerely,
Dogun Hong
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