We had a reservation for 9 PM for a party of 12. This was for a birthday. We got to the restaurant at 8:45PM and asked for our table. Host at the front tells us our table is actually for 9 PM. Restaurant was very busy so no room to wait inside, we wait outside.
At 9:15 PM we ask for our table. Host tells us it will be another 15 minutes because our current table is occupied. We weren't offered to wait inside, or apologies for our table not being ready (It was a cold night out) and thus we went back outside to wait for our table.
At 9:30 PM we went back to ask for our table. Our table is still not ready. Host asks us how many of our party has arrived, we tell her 8. So she gives us a table of 8 to wait at while our table of 12 is being readied. 9:35 PM, more of our party arrives and there is no room at the table of 8 so we occupy the table adjacent while we wait. Host comes back and advises us she will take our order but not punch into the system because we were still short 2 guests at the time, that way when the rest of the party arrives, she can punch in the order all at once so we can all have our food at the same time. We agree.
This is where things get really interesting: Member of our party, lets call him Bob, who knows the Owner offers to speak to him about the table situation. Owner arrives and basically asks us "Is this not good enough for you?". Host of our party, lets call her Susan, tells him no it isn't because we made a reservation for a table of 12 and right now, we as a party are split between 2 physical tables, we were told that we would get a table of 12. Owner replies back "We can say whatever we want over the phone, sister. But when you come, we cannot guarantee anything because it is a busy night".
I thought the whole point of a RESERVATION was that we get a table DURING A BUSY NIGHT. Susan tells the owner that if that is the case, we should have been told over the phone that this is the case so that she could have made other arrangements.
Owner at this point asks us to move to YET ANOTHER table whilst we wait for OUR table because he had a reservation waiting for THE TABLE WE WERE SITTING AT. Susan tells him that is not possible because we are being moved again and again and it is unfair and embarrassing to her and her party.
Owner tells us that we have to wait, leaves, comes back in 5 minutes (this is now 9:50PM) and speaks to Bob and basically berated him because he required the table for a reservation that we were sitting at waiting for OUR table, and then proceeds to tell him that had we ordered our food and agreed to move to another table so that another reservation can get the table WE WERE SITTING AT WHILST WAITING FOR OUR ORIGINAL TABLE, we would have gotten our food. And that we were being unfair. He basically shrugged at us and walked off.
Never mind the fact that only 5 minutes had passed since he first came to assess the situation, he berates Bob who isn't EVEN THE HOST OF OUR PARTY, he offers NO APOLOGIES, NO VALID EXPLANATION of this situation, his only answer to this fiasco, was "it is a busy night".
I am sorry, but as a PAYING CUSTOMER, I know that it is a Saturday, I know that therefore, it will be a busy night. Hence the reason we decided to RESERVE a table. If our reservation cannot be honoured, or is being delayed, COMMON COURTESY and COMMON PRACTICE DICTATES, that you apologize for the wait, or try and find a solution. What do DO NOT DO, IS BERATE YOUR GUESTS BECAUSE YOU CANNOT HANDLE RUNNING A RESTAURANT.
I have been to a lot of restaurants and this, by far and wide, was THE ABSOLUTE WORST SERVICE I HAVE EVER HAD. McDonalds, has better service than this place. The only reason we stayed back at this point was because it was 10PM and there was no place other than McDonalds that we could go for a meal.
We ordered our food, it arrived in about 30 minutes, which was fine. It was, to be fair, delicious. But again, even as we were leaving, we NEVER got an apology or a thank you for waiting 1 WHOLE HOUR for a table that we had reserved.
And THAT, sheer lack of service and responsibility, is the reason I will NEVER go to this restaurant again, and I urge everyone reading this NOT TO EVER TAKE GUESTS to this establishment or you may risk being embarrassed or insulted by the very arrogant, ignorant owner, or the clueless, rude, thankless staff.
Great food, SAVAGE service. I am sorry, but for my hard earned money, I refuse to eat in a place where I am treated like I am being given a free meal.
By the way, restaurant was too cold, and had flies AND fruit flies. Perhaps a visit from the Health Inspector is needed read more