myBurgerLab has commented on the ongoing issues with the Genshin Impact Hoyo Fest Cafe reservations, which saw over a thousand people try to apply for slots, as well as the reservations themselves opening a whole 10 minutes earlier, leading to slots filling up by the time they officially opened.
Their social media team has since addressed the backlash on their Facebook page with a lengthy statement.
“The plan was always to open at 3pm. However, upon investigation, there was in fact a glitch and slots were opened up earlier by 10mins. We are extremely sorry that some fans felt this was unfair”, they said.
myBurgerLab also stressed that due to the sheer volume of people trying to get in to the Genshin Impact Hoyo Fest Cafe, the server congestion was practically unavoidable no matter when they opened signups.
“We are a small restaurant and with current SOP of 50% seatings, seatings are (even more so) limited per hour. We understand that everyone wants to get the earliest slot of the day, so imagine having 1000+ fans fighting for the limited slots”, the statement continues. “The system which is designed to ‘chup’(note: book) slots for up to 30mins for you to complete transaction, backfired when lots of individuals started logging in with multiple devices to check out all the slots. This created a major backlog that had to ease naturally as they give up their slots. Even with an upgraded server, it was worn down by eager fans”
Controversy has followed my BurgerLab for most of their Hoyo Fest implementation, due largely in part to the larger-than-expected turnout of fans for the event.
A similar thing happened with their Honkai Impact 3rd cafe, which kicked off the Hoyo Fest celebrations that saw a server bug falsely tell fans that all their slots were already taken up.
That being said, the team at myBurgerLab are optimistic about seeing the collab cafes through to the end.
“We understand many of you are unhappy with what happened today, but with that said, give us the opportunity to finish this task assigned to us. We are honored to be the first (hopefully not last) collab restaurant in Malaysia. We will do to the best of our ability to ensure the final two weeks of HoYoFEST is an enjoyable outing for all. It has been a blast so far and we hope to continue serving and meeting each one of you in the coming weeks”, they said.