Disappointing Service Mars Fine Dining Experiences

I recently visited The China Kitchen at Hyatt Regency New Delhi, renowned for its exquisite Peking Duck, which I consider among the best in the National Capital Region. Some might argue that Hakkasan in Mumbai outshines it, but my personal experiences at Hakkasan in Abu Dhabi and a pop-up at Shangri-La Delhi didn’t include the duck, so I can’t compare. Nonetheless, my recent dining experience at The China Kitchen, despite the superb duck, left me dissatisfied, primarily due to subpar service.

The evening began on a sour note with a lackluster welcome. We received no warm greetings or guidance to our table, and no one offered us menus or water, despite the sweltering Delhi summer. The absence of hospitality was in stark contrast to the standards one expects at a 5-star property.

When we ordered our first dish, a gomai salad, I specifically requested extra sesame dressing on the side, a preference I had made clear to the server. However, the salad arrived without the extra dressing and was neither cold nor flavorful, lacking the acidity and vibrant tastes I anticipated. The China Kitchen could learn a thing or two from China Garden, which excels at this dish in the city.

Fortunately, the other dishes like chicken shao mai dumplings, edamame dim sum, and honey chilli lotus roots were much better. Yet, the service remained mechanical and impersonal. There were no smiles, no proactive plate changes, and no clearing of the table. Even the chef who came to carve the duck remained silent, possibly due to a language barrier, but a smile would have gone a long way. The hostess who prepared the pancake rolls also wore a stony expression while she stood near our table for some time preparing the pancakes.

Despite enjoying most of our meal, we quickly finished and left, paying over Rs18,000 (including a 10% service charge) without any drinks. I contemplated asking for the service charge to be waived but refrained, considering how dependent the staff might be on these tips.

I was particularly disappointed when my request for duck salt and pepper was denied because we had ordered only half a duck, a decision that seemed unnecessarily rigid. A little more flexibility and hospitality could have made all the difference, especially when very few order it. Attentive and friendly service could have transformed our dining experience. Even though the food was largely enjoyable, the lack of warmth and attention overshadowed it.

Similar was our experience just a day prior at Pullman hotel where a friend hosted his daughter’s birthday party at their all-day dining restaurant Pluck. Orders were mixed up, a sparkling wine cork flew in the air missing the patrons without any apology from the server, prawns vanished from the buffet spread, and orders either took a lot of time or were completely missed.

Something has happened to that smiley and polite star hotel service, especially after COVID. Fresh batches are seeing fewer takers, most experienced staff have either left the industry or are moving abroad for better wages and work conditions. What remains is the new service levels. Either we will get used to it or start paying them the wages they truly deserve to retain deserving candidates.

This article was first published in The Pioneer.