I took a friend here today to celebrate her birthday over brunch, and unfortunately, what should have been a lovely experience became one I won't soon forget--for all the wrong reasons.
I'll start with the one bright spot: our server, Destiny, was genuinely sweet, attentive, and knowledgeable. She was wonderful, and none of my concerns are a reflection of her.
Unfortunately, the food was underwhelming. I ordered the chicken and waffles, and the waffles were virtually flavorless, with a texture and taste more reminiscent of pancake batter. The chicken tasted as though it had been fried well in advance and left sitting under a heat lamp. My friend ordered the catfish and grits, and after tasting the catfish, I had much of the same impression--it tasted as though it had been prepared ahead of time and was simply waiting to be served.
Despite the food, we were enjoying ourselves and our conversation. I also enjoyed their take on an espresso martini, so we were making the best of the experience.
Then came the 90-minute seating policy.
We were informed that we needed to wrap things up because there was a 90-minute maximum. Had this been clearly communicated when I made the reservation, I would have selected a completely different restaurant for my friend's birthday. I was told there was a sign at the entrance, although I honestly did not see it. If a policy is important enough to dictate how long a paying customer may sit at a table, it should be clearly communicated at the time of reservation or by the host--not left for guests to discover after they have already settled in.
And then came the most disappointing part of the entire experience.
After our server had already explained the time limit, one of the owners approached our table and told us that we needed to vacate the table, although we could apparently move elsewhere. What made this particularly perplexing was that the restaurant was not crowded, nor was there a noticeable line of people waiting to be seated.
I calmly explained that moving was fine, but that the way the situation had been handled meant I would not be returning. His response?
"Rather you do or don't, I need this table."
That statement told me everything I needed to know about the establishment's approach to customer service.
He then turned to my friend and offered to comp her meal because she was "nice." The irony was not lost on me. I had already paid the bill, and at that point, comping anything was beside the point. What mattered was the complete lack of professionalism and hospitality demonstrated by the person who, as an owner, should be setting the tone for the entire establishment.
Restaurants are in the hospitality business. Guests are not doing the restaurant a favor by dining there--we are paying customers who have chosen to spend our money and celebrate important occasions there. There is certainly nothing wrong with having a seating policy, but there is a right way and a wrong way to communicate and enforce it. Making a birthday celebration feel rushed and then responding dismissively when a customer expresses disappointment is not the way to build loyalty.
The food was disappointing, but food can be improved. What is much harder to overcome is an owner who makes a paying customer feel that their presence is an inconvenience.
I came in wanting to celebrate my friend's birthday and left with the distinct impression that our business--and our experience--simply didn't matter.
Needless to say, I won't be returning. And based on my experience today, the food may not be the only thing this establishment needs to reconsider.
Update: Michael's Management responded to my post and this is my response:
hank you for your response. However, I would like to correct several inaccuracies.
My friend and I did not spend 2.5 hours at your establishment. Our reservation was at noon, and we departed by 1:45 p.m. I subsequently stopped at a nearby market and have a time-stamped receipt from 2:22 p.m. that confirms this timeline.
Unfortunately, much like the individual who identified himself as an owner, your response is defensive, contains inaccuracies, and completely misses the central issue: how guests should be treated and spoken to. Rather than acknowledging the manner in which the situation was handled, your response seems to suggest that such behavior is acceptable. It is not.
As a first-time patron, I initially believed I was dining at an establishment that valued professionalism, hospitality, and the guest experience. That impression has since changed considerably. The DMV is home to countless dining establishments, including many that offer a more refined experience and do not impose a rigid seating limit. I have no shortage of options for where to spend my money.
While I wish your establishment success, both the experience itself and your response have only reinforced my decision never to return or recommend your business.
Having lived in Prince George's County, I hav read more