I finally got to try out Pai and overall the experience was good.
The Good.
- I booked an office lunch for 15 people and they were accommodating. The woman on the phone put me on hold and then came back to explain that they'll give me the reservation even though they wouldn't usually do so given the size of our party and the time.
- The food was delicious. Everyone in my group has never heard of this place (or Sukothai, Khao San Road) so they were blown away.
The Not-So-Good.
- The food did not come all at once. One member of our party did not get her meal until almost all of us were done. That wasn't a big deal as mistakes happen. I was more concerned how they handled it. They were very apologetic and gave the our party member a free desert, which was good, but they didn't comp her meal. To me, this resolution was half complete.
- The other thing was they wouldn't give us separate bills or break down what each individual owed. One member of our party made mention to this and complained how it was a hassle. The waitress politely said how they don't do that and my party was warned before and after arrival that they don't do that. I get the point, but ultimately, this is not a good customer experience. We all had to whip out our calculators. Since 20% gratuity is already added automatically, this added to the confusion because some people were adding a tip and then being told gratuity is included and they had to re-calculate.
Overall, the Not-So-Goods are the reason why this is a 4/5 and not a 5/5. In the end, it's about the customer experience, not what was warned or not.