Food is not worth the hassle, don't waste your time or money...
As someone with over 20 years in the fine dining industry, I understand and respect the purpose of cancellation policies. They help protect restaurants from last-minute no-shows and lost revenue. That said, the way Hearthside handled my recent reservation experience was disappointing, unprofessional, and--most importantly--unwelcoming.
I had a reservation for four on a Friday evening. The morning of, due to unforeseen changes with my guests (who have a young infant), I canceled via their SMS system around 9:00 AM. Despite following the process and acting in good faith, I was sent a notice later that day stating I'd be charged a $200 cancellation fee.
I called immediately, not to argue, but to try to make it right. I offered to come in myself, to reorder the reservation, even to dine solo if needed. I spoke with multiple staff members, and each time I got closer to a resolution, the goalposts seemed to move. I was told I couldn't dine alone. Then when I had two guests, I was told the table was no longer available. Finally, after confirming I'd come with three other guests, I was told only outdoor seating was an option.
We arrived--on time and with all four guests--only to be seated outdoors at a windy, unheated table along the street, despite empty indoor tables clearly visible. When we kindly asked to be moved, we were met with abrupt rejection. From the moment we arrived, we were treated as a burden--not as welcome guests.
To salvage the night, we ordered a few starters and planned to move on. Our server, James, was exceptional--polite, attentive, and clearly a professional. He was the only redeeming element of the evening. When we requested the check, James let us know that the $200 "cancellation fee" had been applied to our bill. Despite showing up, dining, and doing everything possible to resolve the situation, we were still being charged as if we never came.
My neighbor went inside to speak with the manager and owner and was met with resistance and deflection. I followed up myself, calmly recounting everything--how I had spent my day trying to make this right, how I brought four people, and how our treatment since walking in had been noticeably cold and dismissive.
The manager claimed my neighbor had been rude (he hadn't), and responded to my concerns with visible frustration, even telling me "there's nothing to learn here" when I suggested this could be used as a growth opportunity. After a lengthy back-and-forth, the chef finally agreed to refund the $200 charge--but only after a long, draining effort.
While they comped our appetizers (which we didn't request), it didn't come close to balancing out the antagonistic and punitive way we were treated. I left the restaurant feeling unwelcome, disrespected, and frankly stunned at the disconnect between Hearthside's reputation and our actual experience.
This review isn't written out of emotion. It's written so others don't have to go through the same. Hospitality is more than food--it's how you make people feel. We came to the restaurant in good faith, eager to dine, and left feeling like an inconvenience from start to finish. I hope Hearthside reflects on this not as a one-off, but as a sign that sometimes policy needs to be balanced with empathy, flexibility, and basic human decency. read more