Ascua

Review summary

1. H

   Helle

   Perth

   1 review

   1.0

   1 review

   Dined on 31 December 2024

   1. Overall 1
   2. Food 3
   3. Service 1
   4. Ambience 3

   Booked a New Year’s Eve dinner at this restaurant while also being guests at the hotel. The set menu was $165 excluding drinks. Our reservation was for 8:30pm but upon arrival we were told our table wasn’t ready and in the end we waited 50 minutes to be seated. They promptly asked about our welcome drinks but it took them 40 minutes to serve them. After receiving the bread as a starter, the hostess and guest relations manager inform us they have run out of the wagyu beef (THE MAIN COURSE!). Their solution was prawns…which we did not accept. While waiting for another solution a waitress tells us around 10pm that it is last call for drinks…ON NEW YEARS EVE! What a joke. At 10:30 we receive our amuse bouche, but only 2/4 got what was on the menu and the rest some salmon with no explanation why. In the meantime the manager is fumbling to find us wine which I end the end have to find myself and pour up as he clearly knows nothing. About an hour later, at 11:20 we receive the main course (beef cheeks and prawns), the appetiser/entre has been skipped, AGAIN with no explanation. At this point we have very little time till the fireworks so we don’t have time to argue. At 11:45 we receive the dessert, and to no one’s surprise it was not what was on the set menu, but instead a sharing platter of different leftovers. All in all this is not the service you expect from a 5 star hotel and we are really disappointed in the way the manger handled it. It is a shame as the food was well prepared but no meal is worth this experience.
   

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2. J

   Jan

   Sydney

   1 review

   1.0

   1 review

   Dined on 31 December 2024

   1. Overall 1
   2. Food 3
   3. Service 1
   4. Ambience 4

   Our reservation was for 8:30pm, but we had to wait 30 mins for a table. Service was incredibly slow - even getting a bottle of wine took ages. At 11pm, our mains still hadn’t arrived. When we tried to order more wine, we were told the bar was closed, and the bottle we’d already received was the last one available. On New Year’s Eve, with our mains still not served, we were left wondering what we were supposed to drink. The duty manager offered us a complimentary bottle of cheap wine, which we found disappointing as we were willing to pay for quality. Strangely, a few minutes later, they suddenly managed to find the wine we originally ordered. When the main courses finally arrived, they were cool. As for dessert, the portion was far from sufficient for our group of five. Overall, the service was horrendous, and the food was average. A truly disappointing experience.
   

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3. a

   anita

   Perth

   2 reviews

   2.0

   2 reviews

   Dined on 31 December 2024

   1. Overall 2
   2. Food 4
   3. Service 1
   4. Ambience 1

   Staff were clearly untrained. Plates cleared while we were still eating. Water never refilled. We had to ask multiple times each time we wanted more drinks water and otherwise. Drinks were not as ordered. Woman who appeared to be the maître De was rude and actually refused to answer us when we twice tried to speak to her. Music was miserable and suitable for a funeral service. Music could barely be heard. It was NEW YEARS EVE!! Lighting was low and gloomy not celebratory. No table decorations or anything remotely joyful or party. I understand the vibe you go for but this took it to extremes and was just plain boring and miserable. We were told that they had run out of the set menu and we would get prawns not steak, no choice just you are getting prawns. We had booked weeks in advance. Then we were served the steak. Desert was not set and was more like cold soup. We were charged a surcharge for using a credit card. We had no alternative so you cant charge a surcharge when that is the only option. This is going to be reported to the ACCC. All in all it was a terrible night and we will not return. We have enjoyed may nights here before and many afternoons at Heno and Rey. We will not be back.
   

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4. I

   Ivy

   Singapore

   2 reviews

   2.0

   2 reviews

   Dined on 31 December 2024

   1. Overall 2
   2. Food 2
   3. Service 1
   4. Ambience 2

   The service on this occasion went so wrong and it is an absolute shame. We did not get our table on time. They asked us to wait at the Loft but the staff there had no clue that guests like us were being directed to them and they too had a full house. No one came to pick us up from the restaurant even if they said they would. The restaurant was clearly fully booked for the New Year’s Eve event and they did not have enough staff to cook the meals or serve them. It took over 2.5 hours for our first 3 courses to be served, and we had to keep asking the staff to serve us the last 2 courses as it was getting close to midnight and we wanted to get to the fireworks show. We have been there since 8 pm so it is not unreasonable to expect that we would make it out of there by midnight. It even took 3 attempts to get one of our welcome drinks. The staff must have been desperately finding a way to deal with so many complaints from people not getting their orders on time. That definitely applied to us. Two of the dishes were served cold. We were all supposed to have passionate crème brûlée for dessert and we got one and they threw in other things like macarons and cheese cake which are not what we had asked nor were these what the set menu stated. The managers were nowhere to be found and they left their young inexperienced staff to deal with the situation which they could not do. What a shame that this happened to an establishment like the Intercontinental Hotel. I am an IHG member for years and I have never seen such horrible customer service. We prepaid $660.00 for 4 people for the set menu. We had to order extra drinks while we were waiting at the loft for over 30 minutes which cost us $85.00. During dinner, we ordered 2 cocktails (for $22 each) and a bottle of wine (for $68) which in the end they did not charge us. We do not believe a discount of $112 is sufficient but I expect we will get nothing more out of them. It would be fitting if they do.
   

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5. J

   Jason

   Melbourne

   1 review

   1.0

   1 review

   Dined on 31 December 2024

   1. Overall 1
   2. Food 5
   3. Service 1
   4. Ambience 1

   Food was excellent but service was terrible, it took 40 minutes to get tap water and 50 minutes to get or first drink which was complementary with the meal. While the people next to us arrived 45 minutes after us and they got there complementary drink within 1 minute of sitting down. We were there for 3 hours for our meal. I had to order 2 drinks at once or it would have taken 30 minutes to get my next one. To get our first drink I had to get up from the table and order it from staff. Considering we paid 330 dollars for our New Years Eve diner we were expecting much better service and attention.
   

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6. M

   Mat

   Gold Coast

   1 review

   2.0

   1 review

   Dined on 31 December 2024

   1. Overall 2
   2. Food 2
   3. Service 2
   4. Ambience 4

   The sirloin steak was overcooked. The staff were trying to be attentive. However I felt that they were overwhelmed by the night and seemed to pushing through the patrons as quickly as possible. Like the couple sitting beside us. The second course came out, as we just started on the first course. The staff didn’t take back the second course to kitchen, they just pushed plates around to make space. I enjoy a set menu and I was really excited about your set menu. However I was quite disappointed with the service and how tough / chewy the sirloin was.
   

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7. D

   Donna

   Perth

   1 review

   5.0

   1 review

   Dined on 13 December 2024

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Very enjoyable, lovely food and attentive service.
   

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8. C

   Chris

   Perth

   1 review

   4.0

   1 review

   Dined on 12 December 2024

   1. Overall 4
   2. Food 4
   3. Service 3
   4. Ambience 4

   The food was great, however the service was slow, we waited two hours between entrees and mains
   

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9. K

   Karen

   Perth

   1 review

   5.0

   1 review

   Dined on 7 December 2024

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Restaurants that tick all the boxes are few but Acusa ticks them all. Will be back again to enjoy your great food!
   

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10. L

    Liz

    Perth

    1 review

    5.0

    1 review

    Dined on 6 December 2024

    1. Overall 5
    2. Food 5
    3. Service 5
    4. Ambience 5

    Can’t fault the service, food and ambience. This is a favourite for us as it never disappoints
    

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