Marilyn
Google
I was very much looking forward to our reservation at Al Sale last Saturday evening, but unfortunately, the experience was disappointing from the moment we were seated.
It took around 20 minutes to be served water and 45 minutes for the wine, which I had to order four times due to unavailable options and confusion from the staff. Meanwhile, our starter was served and sat untouched for about five minutes as we waited for the wine, which did not arrive until much later.
The main dishes - the grilled calamari was good however the BBQ octopus was quite disappointing. The sauce was clearly broken, the octopus was drenched in a pool of oil. When I raised this with one of the servers, I was told, rather dismissively, that this was intentional “sauce with a drizzle of oil” and just left (refer to photo).
Thankfully another server noticed something is wrong and looked into the matter. 20 minutes later the chef sent his apologies. A dessert was offered as an apology, however a few minutes later we were informed that the dessert chosen was finished.
While the octopus was removed from our bill, the overall handling of the situation left us very disappointed. We were patient and understanding given how busy the restaurant was, but the repeated missteps and lack of communication made for a frustrating evening. We felt ignored throughout the service. This may have been a one-off, but sadly, it doesn't make us want to return.
EDIT: Replying to owner's comment - Waiting 45 minutes for a bottle of wine is unacceptable. I did not have a problem with the wine being oos, but with the waiting time. As previously stated, our primary concern was the octopus dish. Waiting an additional 40 minutes for a resolution only added to our frustration.
While the dish was partially eaten, it was far too oily to continue. Sauce was broken from the moment it was served (refer to photo). The issue was not just the food itself, but the lack of attentive customer service and the dismissive way the situation was handled, especially given that you are a Michelin recommended restaurant.