Moena Cafe Kapolei LLC

On behalf of Moena Cafe, we apologize that you were not satisfied during your dining experience.We are in the process of changing our new menus and the implementation of the auto-gratuity in our POS was enforced a little earlier than plannedWe have gone ahead and changed that until the new menus come out this weekThis is the first time that we have changed this policy and apologize for this glitchWe do not believe in conducting bad business practices and it is not a part of our culture at Moena CafeWe are a brand-new restaurant and are still working on improving every aspect for our customers.As far as your food, it would be in your best interest if you would've told a Manager while you were IN the restaurant so that it could've been handled immediatelyAt this point, we are not able to see your food and address your concernsWe would've loved to remedy your situation immediately and apologize that you were dissatisfied with our foodWe would've been happy to get you a new dish or refund youWe apologize that you think our restaurant was so dirtyWe go through very thorough inspections and pass every timeDuring our meal service, our kitchen gets very busy and therefore, can get very dirty with food but it is cleaned up after every shiftThe fruit flies and regular flies is a COMMUNITY issueWe have invested thousands of dollars to install and get the place treated by pest control companiesOf course as a restaurant, we do not ask for these flies nor find it appealing to have insideWe have gone through extreme measures to minimize it as much as we can but they still enter when guests come inJust FYI- the entire mall, both restaurant and retail, are having these problems so it's not just OUR issueWe were not informed when we built our new restaurant that this was a community issue at hand.We'd be happy to refund you for your meal and assuming that you won't be returning to Moena Cafe in the future being that you are so dissatisfiedHowever if you ever do, we ask if you could just ask for a Manager next time and allow them to handle this immediately to be fair to you and Moena Cafe

Moena Cafe specifically has it printed on their menu for parties of or more that there will be an auto-gratuity of 15%When I received the bill I was charged 18% gratuityWhen it was brought up to management they said they're in the process of changing their menu so i'm still getting charged the 18% auto-gratuityThat's advertisement and horrible business practice
My food came out ice coldThat's food poisoning waiting to happenIt took one hour for entrees and the restaurant was practically empty and dessert took mins for things that are pre-made
I could see in the kitchen and the floors were completely dirty, rubbish all over the place
In the restaurant dining room there was constantly irritation from fruit flies and regular fliesThat's so gross

On behalf of Moena Cafe, we apologize that you were not satisfied during your dining experience.We are in the process of changing our new menus and the implementation of the auto-gratuity in our POS was enforced a little earlier than planned. We have gone ahead and changed that until the new menus...

come out this week. This is the first time that we have changed this policy and apologize for this glitch. We do not believe in conducting bad business practices and it is not a part of our culture at Moena Cafe. We are a brand-new restaurant and are still working on improving every aspect for our customers.As far as your food, it would be in your best interest if you would've told a Manager while you were IN the restaurant so that it could've been handled immediately. At this point, we are not able to see your food and address your concerns. We would've loved to remedy your situation immediately and apologize that you were dissatisfied with our food. We would've been happy to get you a new dish or refund you. We apologize that you think our restaurant was so dirty. We go through very thorough inspections and pass every time. During our meal service, our kitchen gets very busy and therefore, can get very dirty with food but it is cleaned up after every shift. The fruit flies and regular flies is a COMMUNITY issue. We have invested thousands of dollars to install and get the place treated by pest control companies. Of course as a restaurant, we do not ask for these flies nor find it appealing to have inside. We have gone through extreme measures to minimize it as much as we can but they still enter when guests come in. Just FYI- the entire mall, both restaurant and retail, are having these problems so it's not just OUR issue. We were not informed when we built our new restaurant that this was a community issue at hand.We'd be happy to refund you for your meal and assuming that you won't be returning to Moena Cafe in the future being that you are so dissatisfied. However if you ever do, we ask if you could just ask for a Manager next time and allow them to handle this immediately to be fair to you and Moena Cafe.