On Friday, we had a reservation at Kilo at 5:00 PM. I want to start by saying that the restaurant itself was excellent—the food was amazing, the atmosphere was great, and we thoroughly enjoyed our dining experience once we were seated.
Unfortunately, the reception experience was very disappointing and left a poor first impression.
I arrived at 4:53 PM, only seven minutes before our reservation. It is completely normal for guests to arrive a few minutes early, so I expected the restaurant to be prepared for that. Instead, the receptionist seemed surprised by our arrival and informed us that they only open at 5:00 PM.
I politely asked if we could wait in the reception area, but she refused and told us to wait in our car. I explained that we had arrived by Uber and did not have a car. She then made a phone call, which took several minutes, simply to get permission for us to wait in the designated waiting area.
Even after allowing us to wait, she added that we were not permitted to take photos because there were still members of the gym/club present. While I understand that some members may value their privacy, the overall interaction felt unwelcoming and upsetting.
What I found most frustrating is that this situation should have been anticipated and managed properly. If gym members are finishing their activities around 5:00 PM and restaurant guests are arriving for 5:00 PM reservations, there should be a clear process in place to accommodate guests who arrive a few minutes early. Asking customers to wait outside or in their cars because the venue is not prepared to receive them is not acceptable hospitality.
The restaurant and food were outstanding, but the reception experience was far below the standard I would expect from a restaurant of this quality.