Thank you for your mail and the photograph. Without taking any sides, here are my thoughts:

The photo seems to be that of a regular thin crust pizza, the base of which, as you will no doubt be aware, has many variants (soft, crunchy, crisp…), one of which may be the style favored by the restaurant. Additionally, the ends of thin crust pizzas are typically dry and crisp/crunchy. Depending on the oven in which a thin crust pizza is cooked, the ends may even be burnt, which again is perfectly normal. If the thickness/texture of the base and dry, crunchy texture of the ends is one of your issues, one can go on to infer that that you didn’t like the style of the pizza served by the restaurant. It becomes therefore a matter of taste, rather than an inferior product served by the restaurant. This of course is dependent on the ‘thin crust’ nature of the pizza being mentioned on the menu, so the diner knows what he/she is ordering and can request changes if possible.

A small menu is a matter for pre-selection of the restaurant, by the diner, prior to visiting, and really cannot be held against the restaurant in question.

Similarly, the issue of a bland Arrabbiata sauce. While an Arrabbiata is meant to be spicy, ‘spicy’ from an Italian perspective will differ from the Indian perspective… again a matter of taste. This, I feel could have easily been addressed on the premises by requesting additional spices and/or a suitably seasoned/spiced replacement. I’m sure you’ll share the details with Italia on why it wasn’t so.

Your other issues, like the long wait, the bread basket being served after the long wait, items on the menu not being available and stale bread being served to you, will I’m sure be addressed by Italia/The Park Hotels.

Stay well.
Sid Khullar

I am writing this e-mail to you in utter disappointment that I faced yesterday evening after having food at your restaurant “ITALIA” at the DLF Promenade Mall, Vasant Kunj. I came to your restaurant along with my fiancé in the hope of being served with authentic Italian food but my disappointment began with looking at the menu which wasn’t elaborate as opposed to the menu at other famous Italian restaurants that I frequent, like La Piazza at The Hyatt, Spaghetti Kitchen at Select Citywalk Mall etc,.

Since I am a vegetarian the options to my avail were even more limited. I’d like you to note here that even the beverages listed in the menu were not available at your restaurant. I placed an order for an Almond cappuccino which was not available , then I asked for an Irish Cream Syrup Cappuccino they informed that even this was unavailable in fact the only option I had was cinnamon cappuccino, so I was forced to order a latte as I like my cappuccino flavoured and none that I desired was available. I also ordered for a Carlsberg Beer/ Domestic Beer which were again not available, so I had to settle for a Diet Pepsi though I asked for a Diet Coke.

My disappointment doesn’t end here, the food served was distasteful. After a long wait of about half an hour, I was served jalapeno bread which was dry n stale, so I had to ask for a replacement. The Penne Arrabiata was bland, and then came the Pizza which was a nightmare. The base was wafer thin, have never seen such a base anywhere including at the restaurants mentioned above. The ends of the pizza were so dry n crunchy that it was embarrassing for us to eat that. I could hardly taste the cheese, n the presentation was awful. At last I had to send back the pizza half eaten. I am attaching a photograph for your reference. I was surprised to hear from the manager that you serve one of the finest pizzas. Though I appreciate the fact that the staff at your restaurant was cordial but the quality n taste of the food was very poor. I am also attaching the scanned copies of the bill and the feedback form for your further reference.

I’d like to make a special mention that I chose your restaurant to Dine on the occasion of my birthday yesterday, thinking that it’s one in the league of restaurants but my first experience has turned into the last experience at your restaurant and I regret to say that I would not recommend this place to anyone in the future. It was truly not a fine dinning experience.

I hereby demand a suitable action on the present complaint by you looking into the matter immediately and let me have your reply at the earliest.

Thanking you,
Yours truly,

Sahil Mongia