| rev:text
| - Despite the sub-par reviews we've read on Yelp, my wife and I decided to give this restaurant the benefit of the doubt.
So I made reservations for winterlicious dinner at Toula. This is how our evening played out. Took the scenic elevator up and was able to enjoy the beautiful city lights. Arrived close to 6pm on a Sunday and noticed it was quite empty, but for some reason they had difficulty finding us a table for 4... We were politely told to wait while the 2 hostesses scrambled for 10 minutes to come up with the ingenious plan of placing 2 round tables together to form a table of 4.
The restaurant appeared to be overstaffed with many workers wandering aimlessly back and forth making eye contact with their hands because God forbid they actually look at the patrons to see if they have been attended to. We waited 15 minutes before we got our bread, another 10 minutes before someone noticed we didn't get our water yet and finally after 30 minutes of being seated our waitress acknowledge our existence. She apologized several times as she was not informed that she was suppose to wait tables on our side of the restaurant. Nothing against our waitress, she was pleasant and tried her best to serve in this disorganized and poorly managed restaurant.
Our highlight of the night was the bread. The bread was warm, soft and kept our stomachs from devouring itself as we wait to place our orders. Everything went downhill after that warm fluffy bread. The food was mediocre at best. My entree, the lamb pasta, came with an extra ingredient... a strand of curly hair... Chef special i guess... Not only was the pasta not very tasty, that piece of hair just put me off for the rest of the evening. Our waitress was busy serving other tables so I had to tell the waitstaff that cleared our table what I had found in my dish. His response was just an "oh..." no apology no nothing. I proceeded to tell him to take it back as I'm too put off to eat another bite. About 15 minutes passed before our waitress learnt about the hair in the food and came by to apologize and advised us the manager will be with us shortly.
It wasn't until another 15 minutes until the manager confusingly found his way to our table. Contrary to what appeared to be an overstaffed restaurant, the manager informed us 2 employees had called in sick, which resulted in the backlog and him serving tables as well. He reassured us that the kitchen staff all wear hair nets and etc, he apologized and offered me another dish which I declined. He then proceed to take my meal off the tab and give us a 15% off the entire bill which I believe was fair. It's just getting the bill took another 20 minutes which is beyond ridiculous.
Customer service is definitely not a priority in this restaurant. We've been to CN Tower 360 (loved it!) which prior to our experience at Toula, would perceive them to be on a similar level of restaurants but boy were we fooled.
Granted it wasn't a winterlicious special at 360 but isn't the purpose of winterlicious to entice potential patrons for another future visit? Not scare them off with mediocre food and extremely slow service?
All in all, this horrible dining experience could have been immensely improved had the staff been properly trained to provide better customer service. I get that shit happens, stuff falls into food even when precautions are taken but don't leave your guests hanging like it's not a big deal.
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