A Terrible Experience - Il Ristorante - Niko Romito Milano - Buy Reservations
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🤮 1/5 - A Terrible Experience
By 👻 @Katerina M, 02/05/2023 3:00 am
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On 21/01/2023 Saturday evening me and my friend visited Niko Romito restaurant at Bulgari Hotel Milano where unfortunately a bad customer service experience tainted the whole evening. Everything was fine until the bill came. The server couldn’t get our credit cards go through Apple Pay, and she didn't seem to know why. She had a bad attitude and said that she was happily going to take care of the situation. We had absolutely no problem with our bank accounts since all our payments during the trip in Milan were done by using Apple Pay. Unfortunately for us, we had left our wallets at the hotel because we intended to continue our night and didn't want to carry them around. Afterwards we were asked to go to the reception of the hotel where the problem persisted. After that the manager who had been observing, stepped in. The restaurant was empty and we were literally the only ones left waiting for a solution to be found. She didn't apologise and didn't accept a bank transfer on the spot, which I suggested as a quick solution. Instead she told me that one of the two should stay at the restaurant and the other should take a taxi to the hotel and return with cash. What kind of manager would ask something like that? I immediately refused because something like that would mean I would have to pay for the taxi which would cost for a problem that was clearly theirs. I asked the hotel to make a transfer for me, so I would be happy to go and bring the cash. She didn't accept that either. They left us waiting for almost another hour at the table without giving us any solution to the problem. The situation had really become very uncomfortable and it had already ruined the whole night for us since it was getting very late. The manager appeared at the end with fifty Euros in her hand telling us that she would take a taxi and come with us to our hotel to collect the cash. And so it happened, we left all together, we went to our hotel room with the taxi, I dropped her the cash and she left. The issue had been resolved. It was truly one of the worst and most unpleasant experiences I have ever encountered. Of course, we were not in the mood to continue our night after we waited for 3 hours while they had us trapped in the restaurant waiting for them to find a solution to their problem. It was obvious to me that the restaurant did not accept Apple Pay from the beginning since their machines were quite outdated and we had noticed during the dinner that another table faced the same problem, which the manager did not admit. If you want to consider yourself one of the top end restaurants you should also have professional and experienced people to service your guests respectfully whatever the problem is. The way the problem was dealt was unacceptable. The food was satisfying but my experience won't allow me to visit Romito restaurant ever again.
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