Eliza Jane L.
Google
Absolutely unacceptable Christmas Eve experience
I am extremely disappointed with the Christmas Eve buffet at Racines. For a restaurant located in a 5-star hotel and charging $98 per person, this experience was far below even basic expectations.
To begin with, the host who checked our reservation behaved oddly. Despite there being no one behind us, he repeatedly asked and told me three separate times that our reservation was for two people, in a manner that felt unnecessary and uncomfortable.
We arrived at 6.45pm, well after the buffet had started at 6pm, yet several food stations were either completely empty or almost empty, with no topping up taking place. At the cooked food station, there was steamed fish that barely had any meat left, yet a line was still forming. The fish sat there for an extended period while the cook simply stared at it, appearing unsure of what to do. The fried rice tasted like plain white rice, no seasoning whatsoever, just that it was fried with some soya sauce and the carrots were so undercooked, it was almost raw.
The cold seafood station had a noticeable stale smell, and it was unclear which items were already turning bad. The prawns were also not deveined, which is frankly unacceptable at this price point.
For a $98 buffet, I expected far more variety. Honestly, my neighbourhood zi char stall probably has twice the menu offered here. I was willing to overlook the limited selection if the food quality had been good, but unfortunately, that was sorely lacking.
Still, we tried to remain positive and enjoy dinner since it was Christmas Eve, until we reached the soups. One soup with berries tasted like warmed, watered-down condensed milk. I am not sure if that was intentional or if my taste buds are simply too local, but the pumpkin soup with seafood trio truly TAKES THE CAKE, AND THAT IS NOT A COMPLIMENT.
There were chopped pieces of prawn in the soup. The first bite was oddly chewy, but I only realised the real issue on my second spoonful: one side of the prawn was slightly pink, while the other side was grey. That was extremely concerning.
I initially did not intend to write a review because mistakes happen. What prompted this review was the appalling handling of feedback. I called over a staff member in a jacket, presumably a manager, to show him the prawn, intending only to give feedback. He dismissed my concern by saying the soup was hot and the prawns were “definitely cooked,” though he would inform the chef to check.
The chef later came over, looked at the prawn, and told me that this is how fresh prawns look when they are cooked.
Excuse me! but DID I LOOK LIKE I WAS BORN YESTERDAY?
Prawns ARE NOT GREY WHEN COOKED. If your chef genuinely believes that, he needs to return to culinary school.
What made it worse, was that after confidently dismissing my concern, he walked back to the soup station and began fiddling with the temperature controls. If he was so certain everything was fine, why go back and check? A simple apology and accountability would have sufficed. Instead, your staff chose to gaslight the customer, which I found deeply insulting. Even someone who does not cook, and I do, can verify this with a simple Google search.
Lastly, I would genuinely like an explanation as to why your payment counter is also where the soup bowls are placed. From a hygiene perspective, this is baffling. Hands handling payment, sleeves brushing against bowls. Was no thought given to sanitation?
I am seriously appalled that a restaurant in a 5-star hotel operates at this standard. Management needs to urgently review food safety, service training, and overall operations.
Definitely wished I had gone through all the reviews, especially the bad ones, because even with all the replies from the owner/management, no feedback has actually been taken in.
My money would have been better spent elsewhere for sure.
Thank you for ruining our Christmas Eve dinner.