Guido's Port Alfred

Hi James, we’re genuinely sorry that your visit fell short of expectations. Finding what appeared to be a hair in your pasta is certainly unpleasant, and we completely understand your concern.I believe the meal was replaced and an apology was provided at the time, as we would expect our team to do in a situation like this. We do, however, acknowledge that the service thereafter was not as attentive or responsive as it should have been, and for that we apologise. We would also like to provide some reassurance regarding our kitchen hygiene. We have strict hygiene and food-safety procedures in place and actively enforce them, including compulsory hair nets and beard nets for relevant kitchen staff as an important control measure. While it is unfortunately not always possible to establish the exact source of a single hair-like strand - including whether it originated from an ingredient such as a mushroom or was introduced inadvertently - we nevertheless treat any such complaint very serious.We appreciate your 5/5 rating for our atmosphere, despite the disappointment with the rest of your experience.Thank you for raising your concerns, James. We have taken them on board and will reinforce both our hygiene controls and, importantly, the level of attentiveness expected from our service team.