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Response from the owner
2 months ago
Thank you for taking the time to share your experience. We’re sorry to hear that your visit did not meet your expectations, and we would just like to clarify a few points.Our restaurant closes at 10:00 pm, and each dining session is generally 90 minutes. For this reason, our usual last entry is around 8:30 pm. On some occasions, if guests arrive around 9:00 pm and are happy with the timing, we may still welcome them and remain open until around 10:30 pm so they can enjoy their meal.If customers are still dining, we would not pack away the food at 8:00 pm. We normally only begin gradually packing items around 30 minutes before closing. Before doing so, our staff will speak with the customers who are still dining and let them know that we are approaching closing time. If they would still like anything from the conveyor belt, they are always welcome to let us know and our staff will bring the requested items directly to their table. We only begin packing once our remaining customers are comfortable for us to do so.Regarding the food on the conveyor belt, our team regularly monitors, replenishes and removes items throughout service to maintain freshness and food safety. This includes seafood, meat and vegetables. We also monitor our vegetables carefully and would not intentionally leave produce on the belt once it is no longer suitable for service.Each hot pot is positioned directly in front of the diner, and our chairs are movable rather than fixed, so guests are welcome to adjust their seating position for comfort.Cleanliness and food safety are very important to us, and our team works throughout service to keep the restaurant, dining areas and food displays clean and well maintained.In relation to the frozen meat, our freezers remain switched on and operating at all times, and meat used for replenishment is brought directly from our kitchen storage in a frozen state. Meat is intentionally kept frozen for proper storage and food safety. We have actually received feedback from another guest commenting that some of the meat appeared “too frozen”, so we were a little surprised to read the opposite suggestion that the meat was not frozen or may have been left out for an extended period. We can confirm that this is not how our meat is stored or handled.We’re genuinely sorry that you left disappointed, especially when you had been looking forward to hot pot. We appreciate customer feedback and will continue reviewing our service, food presentation and dining environment to provide a better experience for our guests.
