I will start off immediately by saying that this too is most unfortunately another good food bad service story.

I have often read such comments in various fora where particularly overseas visitors have expressed themselves in a similar manner regarding eating out in general in Malta.

However I am not trying to suggest any wide sweeping statement here, especially on this page. But admittedly many improvements to the service aspect of our catering scene are undoubtedly possible.

It is true that several of my most recent reviews have dwelled on this sometimes sad situation, but I am sincerely hoping that this bad run is only a matter of unfortunate coincidences which won’t last much longer.

Santa Lucia has long established itself as one of Malta’s prime patisseries and casual diners. Virtually everything they produce is of exceptional quality, which made this establishment an instant hit.

Since its inception it has remained terribly popular and is virtually always bustling with patrons.

I have been there very often, although admittedly usually for takeouts. I must say that I have often found the staff to be unfriendly, brash and also at times rather snide in their remarks. And this also includes the cashiers.

Just a few days ago I was hungry and had an hour to kill and as I was in that area I decided to stop for a quick bite.

I settle for a beef kofta bagel, which was a delight and at €7 was also very good value for money. It was tasty, copious and accompanied with potato wedges and three different dipping sauces.

I can never remember over all these years having purchased any food item from them which wasn’t darn good. And as many people know, this not only applies to their savoury items, but perhaps more so to their extensive range of lovely sweet products.

The service was very well executed by two charming ladies who looked after me rather well.

I never go to an establishment with preconceived ideas, or to the extent that I provoke myself any particular reaction just to prove myself right. In fact I was so at ease and well past any previous problems that I might have encountered here in the past, that the following incident took me totally by surprise.

Another somewhat younger female server was clearing the table right next to me when I asked her directions to the toilets. She pointed towards one side of the establishment and said word for word “up there” (hemm fuq). So naturally when hearing the world “up” I assumed that she meant upstairs. “As if we have an upstairs” she retorted in a very condescending manner, sporting a mocking grin.

Initially I really didn’t get it and never realized that she was really and truly finding my query amusing. She proceeded in using various illogical adjectives and versions to her directions, always in an exceedingly mocking tone.

I really cannot understand why treating clients in this manner can give so much pleasure to these people. But if I had to guess I would probably assume that this must be a sort of ‘we’re so busy we don’t need your custom’ and a ‘we can afford to piss off a couple of customers as we have so many of them’ complex, which was so prevalent back in the 1970’s and 1980’s.

Readers here know that I definitely do not revel in being negative about any establishment and moreover that I will not even post an overall negative review. As amply stated Santa Lucia has excellent food. Now they seriously need to look at the attitude of some of their staff.

I could easily suggest various effective and persuasive methods. But before risking denting my car bumper and then the suspension on the way back, perhaps some basic customer care training might be a bit less brutal, albeit much less of a relief.