23/05/2026
We are sorry to hear about this customer’s experience. Based on the information currently available to us, the reported incident did not occur inside the restaurant premises. The door referenced in the post is an emergency exit and cannot be opened from the outside for safety and security reasons.
At the time of the reported incident, there was also no loud music inside the restaurant that would have prevented our staff or customers from hearing someone seeking assistance. There were customers dining inside at the time, and we believe someone would likely have heard if there had been a commotion directly at the entrance.
We have also reviewed our CCTV footage from around the reported time of the incident. It was still bright outside, and people could be seen walking in the surrounding area.
Had our team been made aware of the situation immediately, we would have done our best to assist and notify the proper authorities, especially since our security system is directly connected with local police services on our premises.
Unfortunately, the customer left without informing our staff directly, and we only became aware of the incident later through social media posts and phone calls.
We nonetheless take this matter seriously. The safety and comfort of our guests remain extremely important to us, and we encourage anyone with concerns to contact us directly so we can respond appropriately and provide assistance when needed.
************
Ikinalulungkot po naming marinig ang naging karanasan ng customer na ito. Batay sa impormasyong mayroon kami sa kasalukuyan, ang sinasabing insidente ay hindi nangyari sa loob ng restaurant premises. Ang pintuang binanggit sa post ay isang emergency exit at hindi ito maaaring buksan mula sa labas para sa kaligtasan at seguridad ng lahat.
Sa oras ng sinasabing insidente, wala rin pong malakas na music sa loob ng restaurant na maaaring naging dahilan upang hindi marinig ng aming staff o mga customer ang sinumang humihingi ng tulong. Mayroon ding mga customer na kumakain sa loob noong mga oras na iyon, at naniniwala kami na may makakarinig kung may kaguluhang nangyari mismo sa entrance area.
Na-review na rin po namin ang aming CCTV footage sa oras na nabanggit. Maliwanag pa sa labas noon at may makikitang mga taong naglalakad sa paligid ng lugar.
Kung naipaalam lamang agad sa aming staff ang nangyari, handa po sana kaming tumulong at agad na makipag-ugnayan sa mga awtoridad, lalo na’t konektado ang aming security system sa local police services sa aming premises.
Sa kasamaang palad, umalis po ang customer nang hindi ipinapaalam nang direkta sa aming staff ang nangyari, at nalaman na lamang namin ang insidente sa pamamagitan ng social media posts at mga tawag.
Gayunpaman, seryoso po naming tinatrato ang usaping ito. Mahalaga po sa amin ang kaligtasan at kapanatagan ng aming mga customers, at hinihikayat namin ang sinumang may concerns na direktang makipag-ugnayan sa amin upang agad naming mabigyan ng tamang aksyon at tulong.
