*Update- Spoke with a wonderful manager Christine who addressed our experience and provided a more…read morethan generous resolution that was completely unexpected. We do love the restaurant as mentioned, and will be happy to return to give them another shot. Thanks for providing the exceptional service that keeps us wanting to come back. We appreciate you!*
There was so much to love about this restaurant. The atmosphere was lively, music was great, sunset was beautiful, and the food was good. Our waitress was phenomenal -- sweet, accommodating and attentive despite how busy it was. Other staff members were wonderful too. Unfortunately, our interaction with the manager put a serious damper on an otherwise great evening.
We made our OpenTable reservation a week in advance and noted that we'd have our 5-lb Yorkie, requesting outside seating if possible because we weren't sure where dogs were permitted. We weren't being picky and understood it was Labor Day weekend.
When we arrived, the hostess explained that our reserved table was inside, so we'd need to wait for a dog-friendly table. She said we'd have priority because we had a reservation. No problem! We got drinks at the outdoor bar and didn't wait long.
When another woman eventually seated us, I smiled, said hello and thanked her. She gave me what I can only describe as a dirty look. I shrugged it off, assuming she was stressed because they were busy.
Our waitress was fantastic. A busser even kindly offered our dog a water bowl. We ordered drinks and an appetizer and were enjoying ourselves when the woman who seated us suddenly came over, threw water down at the foot of my fiancé's chair and said, "You know your dog is marking up our chairs!"
To be completely clear: our tiny Yorkie had urinated on the leg/base of an OUTDOOR chair. He did NOT defecate anywhere. We were eating and hadn't noticed him briefly lift his leg underneath the table.
We weren't upset that she told us -- we were stunned by HOW she handled it. Had she simply said, "Excuse me, your dog urinated on the chair," we would have apologized and immediately addressed it. Instead, she threw water beside my fiancé's chair while he was eating and spoke to us in an unnecessarily hostile manner.
This is an outdoor dining area at a restaurant that allows dogs, and your own staff had just offered our dog water. If dogs are welcome, situations involving them should be handled professionally. If you don't want dogs there, don't allow them.
Our dog is five pounds, quiet and friendly. Other guests and children were stopping by our table to pet him. Had we not already ordered dinner, we would have paid for our drinks and appetizer and left after this interaction.
Unfortunately, it didn't end there. My fiancé ordered a filet with a $9 upcharge for hollandaise sauce. The sauce didn't arrive with his steak, so he began eating before it got cold. When the same woman walked by, he mentioned the missing sauce. Instead of apologizing, she said, "Yeah, that can come out later." A $9 sauce ordered for a steak should arrive WITH the steak. He told her he no longer wanted it. She said okay but apparently never communicated that, due to being too busy chatting standing around with others. A busser later brought it and we had to reject it.
Our evening cost approximately $200. Expecting our complete meal to arrive together and expecting to be treated respectfully are not unreasonable expectations.
I told our waitress about the interactions while making it VERY clear none of this reflected on her. That's when we learned this woman was actually the MANAGER. Our waitress was extremely apologetic, although she had nothing to apologize for. She did her job beautifully, and we made sure to tip her well in cash.
That's what makes this so disappointing. This restaurant has a beautiful atmosphere, decent food and phenomenal staff. The person who negatively affected our experience was the person who should have been setting the standard.
Yes, customers should be responsible for their pets, and we would have immediately addressed the situation had we noticed. But these are outdoor tables and chairs exposed to birds, squirrels and other animals. The hostile reaction to a five-pound dog briefly lifting his leg was unnecessary.
There is a right and wrong way to address an issue. Speak to your customers like human beings. Throwing water beside someone's chair while they're eating and speaking to them disrespectfully is unacceptable.
To our waitress and the other hardworking staff: THANK YOU. You were wonderful.
To the manager: your staff is phenomenal. You should consider taking some customer-service training from them.
