**My friends and I will never again patronize this establishment**
Second update:
The management also now lies about customers who leave negative reviews. And after checking my bank account an unauthorized tip was indeed added. Luckily Wells Fargo investigated and I got my money back.
***
The Good:
This bar has good music, chill ambiance, and a decent hookah selection. Typical DC pricing.
The Rest:
However, the customer service is the worst I've experienced in DC. When I went to this bar on a Friday they passively and then aggressively attempted to force me to leave after I was there "too long" for their liking without spending enough money. After four attempts to get a new coal and being told it was coming, I was informed 30 minutes later that I was not allowed to get it because my hookah was "finished." Despite never checking my hookah, they insisted a new coal would not do anything so I could not get one. After asking to see if the hookah head was burnt out, we saw it was not in fact finished. I was still told I was not allowed to keep smoking what I paid for. I eventually relented and agreed to buy a new one. The server then told me only 3 coals are allowed per hookah (I had only received 2). When I pointed this out, the server informed me "our hookahs automatically turn off after an hour and a half so you can't smoke them after that." I was upset by this (partly because...science) but decided to let it go/enjoy my new one anyway.
Later in the night I began talking to another table beside me and told them that they needed to be aware of the 1.5 hour and 3 coal limits. Like clockwork, after 1 hour and 15 minutes they were told they only had 15 minutes left before their hookah was "done" so they asked for a new coal. Their server told them they couldn't get their third coal because their time was almost up. They still insisted and a new coal was put on their hookah. Ten minutes later a new server came and forcibly grabbed their hookah while they were still smoking it and attempting to finish their drinks. We all asked to speak to a manager and she explicitly stated that it is Nomad's policy on Fridays and Saturdays to kick people out after they have patronized the bar for an hour and a half unless they agree to buy a new hookah and a new round of drinks, no matter how many rounds were purchased beforehand. I directly asked if this policy was written anywhere because the restaurant was effectively taking something away from customers that they were already paying for, solely in the interest of getting new customers in. The manager told us "no the policy is not written anywhere but I am telling you right now. We have a line outside and we need to get them in." There were fewer than 5 people standing outside.
Simply, this is horrible customer service. This manager and these servers had no idea how much we were intending to tip or spend while staying, but they assumed it would be more profitable to force us out and get new people to take our place.
I have never experienced this at any kind of non-exclusive club, regular everyday bar before. It's disrespectful and inconsiderate to treat customers this way with no prior notice, especially when they are paying money and enjoying their time at the establishment. Going forward Nomad needs to make these policies clear to all customers beforehand so they can plan and consume what they purchase accordingly. This is just bad practice/poor management through and though. I will let everyone I know in advance to expect this treatment in the future. Fix this. We will not return if not. Everything else is decent.
**Update** : After speaking with the bouncer about the issues I had with service he assured me that this treatment would never happen again. While talking with him, the server came and insisted I cash out. I swiped my card and was given the iPad to select a tip. I began to talk to the bouncer and explain I would come back but I wasn't sure if I should tip for this visit. He convinced me I should. While trying to decide how much I should add the server snatched the iPad from my hand and declared she did not need my tip and stormed off. I hadn't signed or finished confirming my payment. After explaining that I had decided I was being dealt with in good faith and indeed wanted to tip I was told I should go to her and try to finish giving my tip. I wasn't even sure if my payment was completed. The server adamantly refused to accept my tip or allow me to confirm my payment. In the end, I gave the little cash I had to placate the server solely off the uncommon sincerity and genuine interaction I had with the bouncer about my horrible experience. It is very unlikely I will ever come back here (except to determine how much I was actually charged and if my signature was forged) but this was, to say the least, a very unprofessional experience. Hire better people. Fire the ones bringing down the quality of your business. read more