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🙂 4/5 - Another great food experience, and another glitch that was not excusable
By 👻 @BernhardK1, 12/29/2022 3:00 am
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We returned to Waku Ghin for the first time after the renovation and I would have easily given an 'Excellent' rating if there wasn't another glitch that was extremely annoying... Let me start with the food: It is absolutely world class amazing! Every single course was immaculate, and the sommelier recommended and amazing bottle of Sake. Course after course, the food was blowing us away, the flavors are amazing, and it is a ton of fun to sit at the counter and watch the chefs doing their magic! Eating at Waku Ghin is a true experience and sitting at a long counter with four other couples provided a rather private experience which we always appreciate. The service was spotless and the only reason I did not give it an excellent rating is because of what happened at the end of the visit (more below). Be aware that the pace here is slow, our visit was more than 4 hours, so I recommend an early seating. There was absolutely nothing during our 10-course meal that was not perfect. Every single course delivered on flavors and textures, all of that paired with surprises like the seasonable pasta dish. Unfortunately, the evening did not end well. When I asked for the check, I handed my Amex Platinum to the staff, and they went missing for a full 15 minutes at a time we were ready to leave after a long meal. They returned telling me that there was an Amex system issue, and the card didn't work. I had just used the card for a very large purchase at MBS right before dinner, so I knew the card was just fine. I also did not receive a fraud notification from Amex. They asked for a different card, but I was sure the Amex was working so I declined. After some back and forth, staff told me that they would work it out on their end the next day, which was fine with me. So, I was really surprised to receive a call from the restaurant the next day, asking me to come back! At this point, I contacted Amex, and they reassured me that my card was just fine, and that the restaurant tried to charge the card I used to secure the reservation (I had my number stolen so I had a new card since). Even though the restaurant had my new card in hand they did not charge it. We returned to the restaurant (not in a very good mood) and when they tried my card it worked just fine on the first try. Staff blamed the 'MBS system' and they were very apologetic, but I have never been asked in my life to return to a restaurant to resolve a billing issue. I would expect a lot better service after spending SGD 2,000+ for a meal for two. Service has to go all the way start to end and Waku Ghin did not deliver on that. I would go back for the food anytime, but they need to work on their processes and systems. I still gave a very good rating in hope that the glitch was a one-off.
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