We live in the neighborhood, and my wife and I had a friend in from Los Angeles last night. We reserved at Celestine because of the exceptional view, very good food, and, to this point, warm service. Repeated brunch there and a few dinners, and it's been a great choice. Let's call it 4 stars. We've been fans. Last night's experience there is a case study in how to lose a customer.
We've made 8:30 reservations.
At 8:00 we're texted to make sure we're on time
At 8:30 we're on time, but the table isn't ready. They need 15 minutes. That's fine. There's no room at the bar, so we walk with our guest around the neighborhood. There's lots to point out.
At 8:45 we're back. It will only be a few minutes. The table's "just about to get up." Okay, still fine.
At 8:55 we're getting a little antsy. We have to stand in the flow of excuse me, excuse me traffic. We're hungry. Our guest points out that we really should be offered a round of drinks at this point. It's been a while.
At 9:00 we're seated. Annoyed, but not the end of the world. They should have picked up a round, but whatever.
At 9:15 we've had a sparkling or flat water order, but now we're finally asked for our drink order. The conversation at the table is now exclusively about the service. Both a client and hospitality management disaster. I don't usually say anything, but it's annoying and I go to speak to the manager. They should acknowledge this somehow. This is on them, and it sucks. I point out a round of drinks or something would be appropriate. Anything. Bring us three toothpicks on a bar napkin (I didn't say that.)
Let's call it 9:16. I speak to the manager, who's immediately defensive and abrupt. I tell him we've essentially waited 45 minutes to get our drinks. He tells me he needs to "check with the hostess." I have no idea what he's telling me until I realize he is vetting my complaint! He needs to make sure my wait time is genuine. I go back to my table. Now, it is ALL we are talking about at the table.
9:30 I see the manager walking past us repeatedly. There's been no follow up, which is insulting, to be honest, and eventually I ask him to come over. I let him know I'm pretty irritated that he hasn't even one back to me to follow up. What's up with that? Our guest points out that the owner probably would want to know about this. It isn't cool, and he may just not know what's happening. The owner would be mortified.
9:31 The manager tells me he spoke with the hostess and we were seated 30 minutes after the reservation, not 45. In other words, *we're* wrong. Except that we're not. I repeat that we didn't get our drink order for 15 minutes after we were seated. I point out that he's just questioned my word, not followed up with me, and you can fill in the rest. He is "I"m never wrong" bristly and aggressive. Frankly, so am I, except I'm the customer who "should never be wrong," and guess what, I'm not.
The *smallest* acknowledgement of what happened would have fixed the entire event, but he presses on being right like he's the President of the United States of America - offering us the passive aggressive option to leave if we'd be happier. I ask him what he would do differently, if anything, if this were to happen again. I remind him for about the 3rd time that we're regulars. We agree to disagree. Whatever.
But wait! there's more: he lets us know that he was waiting until the end of the meal to offer us something. I tell him we're spending the entire meal talking about how uncool this is. Now the comp is going to come in at the 11th hour? Omg, he doesn't get it. He could put this restaurant out of business in 6 months. For the record, I'm not even drinking. I'm having a grapefruit soda (not bad, btw.) The hummus is great. Mains were mixed. View of bridge fantastic.
9:30 - 10:30 drinks come out separately. Apps separately. A side dish forgotten. Plates picked up at different intervals. The waiter who we barely see come over to ask if my wife would like another drink when her glass is half-full, but then not at all when it isn't anymore. The waiter hands our table off. It has to be said, and it wouldn't have mattered at all if everything else wasn't off the rails: our waiter is wearing a poor choice in shirts. What's supposed to be, I imagine, relaxed, is actually sloppy.
Let's call it 10:45. We're comped the drinks. Haha. They should have saved their money at this point and cut their losses.
10:55 we're leaving the restaurant and the manager is behind the bar and gives us a huge "I spit in your food" smile and wishes us goodnight.
We say goodnight with equally bright smiles.
"See you soon on Yelp!"
I just needed to get it out. Thank you for reading this far. read more