I visited EXIT Lounge twice in January and overall had a very enjoyable experience, with one concern that I believe is important to note for transparency.
My first visit was on January 9th for a birthday celebration. I had the wings (which were excellent), hookah, and truly enjoyed the atmosphere. The environment was relaxed, the aesthetics were nice, and everything about that evening felt smooth and enjoyable. My ticket clearly reflected my purchases, I paid my tab, added a tip, and my bank statement matched exactly what I authorized.
Because I enjoyed my first visit so much, I returned on January 18th with a friend. We both ordered hookah; I had food, and she had drinks. When I closed out my tab, everything appeared normal--I paid and tipped as usual. However, the following morning when I reviewed my bank statement, I noticed that gratuity had been added after the fact, which I did not see or authorize at the time I paid. I reached out to my friend, and she confirmed that gratuity was also added to her tab, though she did not realize it at the time.
I returned to the lounge once they reopened and spoke directly with the owner. He explained that gratuity is sometimes added and that he leaves it up to the individual server to decide whether or not to apply it. I explained that gratuity had not been added during my visit on January 9th, and that this issue only occurred on January 18th. While the explanation suggested that gratuity should have been applied, the concern was that it appeared to be added after I had already paid my tab, without upfront notice. To his credit, the owner did address the issue and refunded the gratuity.
That said, the lack of clarity around gratuity policies raised an eyebrow for me. As a patron, I believe it's important to be informed upfront whether gratuity is automatically added, applied selectively, or left to the discretion of the server--especially when payment is finalized electronically.
Outside of this issue, the lounge itself is enjoyable. The food was good, the hookah was solid, the atmosphere was chill, and the overall vibe was welcoming. My only concern was the handling and communication around billing and gratuity. Clear, consistent policies would go a long way in making an already good experience even better. read more