"We stayed in the Hayatt hotel. It was a very hot day more than 30 Celsius, so we reserve a table inside the restaurant with the air conditioning. We came on the right time at 19:30, and led to our table. The waiter came later and took our order. After half an hour we got our drinks and bread. After one hour I catch one of the lady managers, and ask her could she find out what happened to our order, it's more than an hour and no starters and not even edamame... And the people are eating the bread. She promised to check it, and than came to our table saying it's on the way... After another 15 min the sushi came. We ordered simple sushi, nigiri for the kids.. But in the kitchen they insist of putting Wasabi, so the kids couldn't eat it. The edamame came only one portion we order two, so we waited another 20 min to replace the starters... After more than two hours of sitting, finally we saw the manager, he came and ask what are we waiting for? I answered that after more than two hours we only waiting for our MAIN COURSES... He apologized and promised to check.. Again the same story, another 15 min and the main course came : One of the kids already left the table, two chicken in teriyaki sauce which was aggressive salted, one salad bowl which was OK, and my fillet steak who was OK too, I was very hungry after more than two hours. The presentation on the plate is terrible, they put the steak or the chicken in the middle of soup which is the sauce.. Instead of just decorating the plate, or give the sauce on the side. We return the salted chicken, and ask for the bill. I was too angry to deal with it, so my wife went to do it, the manager offered to deduct the drinks, and they did some with the chicken. We left the place after 3 hours.!!! You should ask yourself if you ever ate in Japanese restaurants and got your nigiri or edamame after 75 min? The main problem is they allow people to sit outside,in the Terrace it was full, the kitchen can't handle this amount of guests, and the few tables inside suffered from terrible service. You take this restaurant and put it in another Hyatt hotel in USA, the manager will come to the table : apologize for the terrible experience, the bill is on us, and please take a voucher to give us another opportunity and eat in his other restaurant. In the US they understand in hospitality : Time is money, and The client is always right. You take this restaurant and put it in Japan, the manager will do Harakiri. But this is Berlin, the Manger is not aware of the relations with clients, and the importance of the client experience, he is not working in a privately owned business, and unfortunately do not familiar with the Hayatt strive to provide the best service. It's not the Coronavirus to blame , it's purely bad management and lazy kitchen. It was not my first time in the VOX, but it was certainly the last time. There are in Berlin plenty of good hotels and great restaurants that care about your time and decision to choose to eat in their place."
