Oliver Gatt writes:

'I'm writing to express my disgust at the way I was treated in front of five of my guests by one of the owners of Gillieru Restaurant in St Paul's Bay on September 14.

'I booked a table for lunch at this restaurant. When we arrived we were shown to a table on the terrace while I waited for two of my guests. As soon as they arrived we realised it was too hot outside and there were too many flies. So we asked the waitress if we could sit indoors and whether it was cooler inside.

'The answer to this was that she had to switch on the air-conditioning if it was working. We made our way inside and were shown to a table by one of the owners. After sitting down, one of the owners, Stephen Cremona, gave us the menus and I immediately asked what fresh fish was available. I asked him to kindly show us the fresh fish, to which he replied he had no time.

'When I protested and told him that this was normal practice in every fish restaurant, he answered, Don't you trust me? to which I said no, and that if I was to order fresh fish I insisted on seeing what I was going to order. He turned back and said the fish was already cleaned. I thought this was strange and told him that I wouldn't order the fish if I could not see it. He left the table and did not return, seeing to other clients and leaving me and my guests waiting.

'Since two of my foreign guests had previously been to this restaurant before and knew one of the long-serving waitresses, they called her and expressed their disgust at the owner's attitude. To this she reacted immediately and respected our wish, showing us some fresh fish.

The foreign guests asked her whether there was a change in management. She answered that he was one of the owners and could not do much. They also apologised to me since they had chosen this restaurant. But we received no apology from the owner.

'Since one of my guests was an 85-year-old frail gentleman having just come out of hospital, I decided not to leave the restaurant and make a scene for the unprofessional and arrogant treatment. However, I had to lump it for some time and pretend nothing happened. One of my guests was a Formula 1 enthusiast, and we decided that until the first course was served we would go to the hotel lobby to watch the start of the race on television.

'Surprisingly, as soon as we arrived, the same owner who had no time to show us the fresh fish and who left us unattended in protest, turned up in the hotel lobby to watch the race. How's that for customer service? I would like to ask the owner whether he received any professional training in the catering industry. One could possibly suggest he attends an ITS course in customer care.

'The rest of the lunch, food, drink and service were good; however, our afternoon was spoilt as we were irritated at the arrogant attitude approach and vowed never to set foot in this place again. We will also inform our friends about what happened so they won't be faced with such an unpleasant and shameful situation.

'In almost 30 years of dining in restaurants worldwide, I have never felt so irritated and badly treated. I write this letter in protest to prevent such a shameful situation for other clients of this restaurant. 'I hope action will be taken, as such situations give a bad impression of the catering industry in Malta.'

I sent a copy of this letter to lawyer Hugh Peralta and to Gillieru Restaurant. Subsequently I received this letter from lawyer Aldo Vella on behalf of the owner:

'I refer to the letter dated September 14, sent by Oliver Gatt, where he complains about disgusting attitude and customer service at a well known restaurant in St Paul's Bay. The restaurant in question is Gillieru, and one of the owners, Stephen Cremona is complaining about Mr Gatt. On behalf of Mr Cremona, I deny the allegations made by Mr Gatt.

'On the day in question Mr Gatt, in the company of other people, went to Gillieru Restaurant for a meal. It is true that Mr Gatt asked Mr Cremona to show him the fish; however, Mr Cremona told him the fish was already cleaned.

'Mr Gatt kept insisting, or that he would order something else. In view of Mr Gatt's insistence, Mr Cremona told him he was going back to the kitchen to check whether there was any uncleaned fish.

'As soon as Mr Cremona moved away from the table he heard Mr Gatt passing disparaging and sarcastic comments in his regard. However, out of respect for his customers, Mr Cremona ignored the comments.

'Eventually, to avoid further arguments, Mr Cremona decided not to go back to Mr Gatt's table. To avoid further arguments he even sent the head waitress with a tray of uncleaned fish.

This is what Mr Gatt ordered and ate. As he said in his letter, he was satisfied with the meal.

'The fact that Mr Gatt vowed never to set foot in this place is a relief for my clients, because Gillieru Restaurant doesn't need such customers.'