Very disappointing experience, especially considering we made a reservation specifically because we…read morewere meeting friends from out of state.
We reserved a table for five at 10:30 a.m. Upon arrival, I informed the hostess of our reservation, only to be told she couldn't find it. I showed her the confirmation email on my phone, and her response was, "We don't have access to that." Apparently, the reservation system is available to customers, but the staff responsible for seating them can't access the reservations. Interesting concept.
She then explained that they had a reservation for a table seating five at 11:00 a.m. and offered to seat us at a booth designed for four, with an extra chair squeezed onto the end. So, five adults were crammed into a four-person booth right beside the entrance door. Not exactly the comfortable dining experience we had in mind when making a reservation.
Things didn't improve from there. We sat for at least 30 minutes before we finally had to get a staff member's attention just to order drinks and place our food order. When the food eventually arrived, it was lukewarm at best.
To say we were disappointed would be an understatement. We expected a much better experience, particularly given the reputation we had in mind when choosing this establishment. For comparison, the "Wake and Bake Bar/Lounge" a few miles away has consistently provided us with excellent service. Unfortunately, this establishment managed to set the bar considerably lower.
Honestly, I've received better service, been seated more comfortably, and felt more welcome at Waffle House. At least there, you generally know what to expect, and nobody pretends that a reservation is a complicated technological mystery.
And just when you think the experience couldn't get any more interesting, if the staff notices you're unhappy with the service, they may offer you complimentary donut vouchers. A nice gesture, I suppose, but it's hard not to wonder whether addressing the actual service issues might be a more effective way to leave customers satisfied. Free donuts are nice; being treated like your reservation actually matters would have been even better.
We will not be returning, and we will certainly share our experience with anyone who asks about this establishment. Hopefully, someone in management will read this and take a closer look at how reservations are handled. After all, the option to make a reservation is prominently displayed on the homepage of your website. One would reasonably assume that a business offering reservations has a system in place to honor them.
My advice to anyone considering a visit: manage your expectations, even if you make a reservation. Apparently, a confirmation email is more of a suggestion than a guarantee.
I genuinely hope others have a better experience than we did, but based on ours, I certainly wouldn't count on it.