The worst guest service that I have ever experienced in my 42 years of life and 18 years of hospitality career. Yesterday (09/24/2021) evening we came to Austin, TX from Houston for a quick family break and went to this restaurant with family for a quick meal. We ordered 4 main course, 3 sides and 3 drinks. When I tried to make a cash payment, the cashier denied to accept any cash but there was no written guest notice. After the card payment we took a table and was waiting for the food. Just out of curiosity I was looking at the invoice and to my utmost surprise I found that two of the items were over charged in compare to published menu price. There was a gentleman on the floor and I informed him the issue. He told me that they have recently changed the price in their system but haven't updated the menu price. I told him that it should be other way around. He said if I want he can give me the refund but if I need to make a complaint, I have do that with the manager. Then I said, can I then see the manager cause what you are doing is not ethical business. He said manager is not there and I can come tomorrow to see him. I said I can't do that. He said then go to online and complaint. He was extremely rude from the beginning as I catch their fraudulent activities. He not for a single minute felt or said sorry about it rather he was showing attitude towards me. Then I said can I then see the floor in-charge. Then he went to the cashier (lady) and then she came with the refund amount in cash. Now if the restaurant doesn't accept cash, then why she offered me cash refund? I told her that it's not about 1 penny or 50 pennies. You can't do that. Most of the customers never look at the invoice cause we look at the menu and believe that the same menu price will be charged. What you are doing is completely unethical business. Just imagine, if you are over charging 50 pennies on each item from 300 customers a day, how much money you are making in a day, in a week, in a month or in a year which are completely unacceptable. You can't do that. She said sorry and offered me the cash refund which I denied. The matter could be ended here.
Now the biggest surprise came when after finishing the meal, when we all came out of the restaurant, we were about to get into the car, that guy came out and asked me if I'm a Muslim - which to me has nothing to do with my complaint. Then in front of my family members, he said they don't want us to visit their restaurant any more and better if we go to other locations and they will not allow us to their restaurant any more. What a Surprise! I was speechless. They over charge the customers and if you catch them, they barred you from their restaurant- what an amazing strategy! I have never seen such rude, unprofessional and unmannered employee around the world. So far I have visited 36 counties and this was the most shocking restaurant experience that I ever had.
I have worked for Marriott, Starwood and Hilton across the world. My last position was Director of Sales & Marketing in a flagship 5 star property in one of the Asia Pacific location. I was one of the master trainer in guest service, service recovery and guest loyalty. Now I own and run 2 pizza franchise restaurants in Houston, TX. I have no words on what I should say or do about this restaurant. read more