Their system made and an error and booked my party on the wrong date and the restaurant proceeded…read moreto charge me $772 for a no show. I booked this as a birthday dinner (I.e. a very distinct date) and shared the date/time, number to call, and instructions to change the reservation for my group (just in case).
They did not call or text to confirm, simply sent an automated reminder email to justify the booking and charge (which was missed because we were on a ski holiday). The restaurant manager was extremely rude and made no attempt to accommodate. I tried to find a date in the future to reschedule (even asked openly what is the next available date was after being shot down when I provided suggested dates) and the restaurant manger simply said "there is no availability". Clearly I was not welcomed.
No service recovery was offered, no accommodation for a future reservation was made, simply a firm message that I will be charged $772 for a dinner I never experienced because the meal was already prepared (this was a 3 hour tasting and they said all the food was already made and it would be thrown in the trash).
This is not Michelin star service. They do not deserve their star after the rude, unaccommodating, and non-proactive experience they provided.
Given how stern and quick to defend their cancellation policy and fees the restaurant manager was, I assume this establishment has encountered this situation before.
The right thing to do was to recognize your guests' needs, offer to accommodate, and recover services. I walked away feeling robbed, unseen, and completely violated by a team that was more interested in taking my money vs. doing the right thing and providing Michelin star service.
Where was the text or call to confirm the reservation? Where was your service mindset and empathy? Where was the anticipation of needs and the propensity to delight?
I have lost faith in the Michelin star rating system after this. You have corrupted the entire institution by getting away with this.