BE WARNED: I am a frequent customer of Johnny's; the food is good and the atmosphere is excellednt. Service can be spotty though... and last night was truly egregious.
I brought special guests to Johnny's last night. We wanted an outdoor table since one of our party had a sniffle. I have been to Johnny's many times; we usually sit at the bar, and from that vantage point I have heard the host tell customer after customer that outdoor seating cannot be reserved. As I prepped for the dinner, I double-checked the website, which says "RESERVATIONS STRONGLY ENCOURAGED FOR INDOOR SEATING." Not very clear, so I looked for further confirmation.
I checked OpenTable and it says, under Dining Areas: "The patio tables are available on a first come, first served basis. No reservations will be taken for the patio. Its availability is weather dependent; we do not seat this area in the rain or when the temperature is too high for staff to serve it comfortably. Well behaved dogs are welcome." That seemed quite clear.
Still, knowing that getting an outdoor table was important to my gathering, I ALSO called about an hour in advance and asked again about outdoor seating. The person on the phone told that outdoor seats "cannot be reserved" and are "first come, first served.. like bar seating."
I arrived about 10 minutes early and found two patio tables empty. PERFECT. I sat down at one to wait for the rest of my party, and they arrived promptly. We had just a couple moments of conversation before we were approached by a waiter who asked if we had a reservation. I mentioned that it was my understanding that patio seating was first come first served.
A few minutes later, another person (host, I assume) came out and asked if we had a reservation. I explained again. I won't go into the details, but suffice it to say that the host made every possible excuse for why a reservation was actually required, essentially saying they are required "because we are quite busy tonight."
After diffusing that statement, new excuses were offered, none of which made any sense. To say that the host was grasping at straws is an understatement. (e.g. to paraphrase: "the policy says patio use is weather dependent, and it's nice out right now, so that means we need this space for reservations.") I didn't even bother to point out the common definition of "weather-dependent" since clearly we had passed beyond the boundaries of rational conversation.
Simply put, the Johnny's host took every opportunity to blame US for the error, and they flatly denied the policy that's listed in plain English on their OpenTable listing. They also denied that the policy had been quoted to me over the phone just moments earlier -- an assertion which had already been proven questionable by how much they were casting about for excuses. I read their own policy to them, verbatim, then offered my phone so they could see it themselves. No dice.
We offered flexibility, but they made ZERO attempt to accommodate us. It was WILD. They acted almost as if we were vagrants who had wandered into their restaurant. (NB: We were well dressed.) When I asked "So, are you asking us to leave?" they replied essentially that yes, we would need to vacate the table.
Throughout the entire interaction, it was 100% "the customer is wrong" without even a whisper of the hospitality and grace that would have been appropriate even if we HAD been wrong -- which we were not. They were callous and, and I would even say unprofessional in terms of the most basic standards of hospitality.
The only offer they made was to put us on the waiting list, which would mean at least an hour wait. We said YES, please, and they took my phone number -- BUT THEY NEVER ADDED ME TO THE LIST. (How do I know? Because I never received any of the automated text messages that they typically send.) This was just another instance where they clearly showed no concern for their words or commitments; they simply told us to leave and then deleted us from their waitlist.
I've probably spent thousands of dollars at Johnny's. I live not even a mile away, and it has been a go-to spot for us. We've held several larger gatherings there over the years, and I often recommend it to people who are looking for a better restaurant in Amherst. Service has always been a little spotty, but this experience was egregious. I worry that it signals deeper issues at the restaurant.
How did the night work out? Well, after working through our astonishment at the whole interaction, my party found an outdoor table at 110 Grille, a few miles away. The folks at 110 were thoughtful, kind, and accommodating, and their professionalism allowed the night to end on a high note. Perhaps the hosts or managers or owners from Johnny's should dine there as a source of professional development. read more