Imperial Resort Beach Hotel in Entebbe is a luxurious hotel by all standards and you can afford to give it the highest rating possible when it comes to 4 or 5 star in as far as Uganda hotels are concerned.
It is a stone throw away from Entebbe International Airport and it would also take you 30 minutes drive to get to Kampala from this hotel. Two guests were booked in the rooms and decided to make their way downstairs for a quick bite only to be told that the meal at the beach would take a few minutes as opposed to that in the hotel. These guests went to the beach side which was lively with loud music.
A waitress approaches them with a menu which read in part "Chicken with Chips" 18,000/- then another section of the menu which was purely for children read "Beef Sausages with Chips 9,000/-". These guests ordered for Chicken with Chips which in this case would go for 18,000/- and in an addition ordered for Sausages.
The meal is served as they ordered for it i.e. Chicken, Chips(French Fries), A pair of Beef Sausages per plate. The meal was accompanied by some drinks and at the end of it all the guests want to leave. The waitress says 99,000/- verbally.
On demanding for the breakdowns, the figure was not tallying with what had been consumed. The waitress tried to explain but the explanation was not strong. Apparently the explanation that was given by the waitress was that Chips and Chicken is 18,000/- which was okay because that is exactly how it was indicated on the menu. However the explanation for the sausages was not convincing. Sausages and Chips goes for 9,000/- and that was the price to be paid and yet the chips had already been taken care of in the pricing of Chips and Chicken.
There was a misrepresentation of issues on the part of the waitress who instead maintained that the guests did not want to pay. To the utter annoyance of the guests a gentleman of Indian origin who was later perceived to be part of management made matters worse by saying that the guests do not want to pay. It took a Chef all the way from the Kitchen very humbled and explained the details on the menu and on behalf of management apologized for the oversight.
When you are here most especially at the beach which is open to both residents and non residents of the hotel you should make sure that whatever order you place, the pricing is discussed way before because if what is written on the menu and what is delivered do not tally then there is a problem. In the case above, it means an extra plate of chips per person was paid for and yet not consumed.
Then for management of the hotel if a client ordered for Chips and Chicken which you have priced at 18,000/- and they want a pair of sausages added on to the same, it does no harm if you come out clear and say that the price for sausages will not be reduced from 9,000/-. Thank God the Chef understood, apologized but unfortunately he was doing the job of the people that actually served these guests.
