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I went there a lot for both lunch and dinner when I stationed in HK. The food was excellent and the service was very good too, which made the restaraunt very busy; thus reservation's strongly recommended. Although I am not sure how it has been since 1996, but in your case, I guess the reception should have mentioned about the possible wait time without reservation, to avoid frustrations.

(I choose "Good" for rating because I hadn't been there since I left in 1996. I am planning to eat there again during my visit this (2007) Christmas. Hope the food, Dim Sum and dessert are still be excellent.)