This past Saturday we walked into Rose & Ivy at 6:59 for our 7PM reservation. OpenTable had confirmed this.
A woman, who did not provide her name, started with how Open Table reservations don't have priority, and they had no table for us. I asked why they would not have taken themselves out of the Open Table system, if you don't honor it. They said, that's not "How they do it."
When pressed, She said they had 2 7PM reservations for the same table. (What?) People were seated at our table with menus, but the table next to them was open. We asked, "Why can't you seat us at that table." She said, "No, we have regulars that called, and they have that table at 8pm" I said, "We used to be regulars, but I promise you I will never be back."
They complained a big part of the issue was it rained and they had a big party that they moved inside. (It's August in Sarasota, it rains daily.) Why would you not plan the party inside, and then take walk-ins if it was nice out. They had no answer.
We asked the woman to speak to the manager/owner (Who we have met before to compliment food or a server on prior visits.) Instead of him, a young male, short black/blond hair, stepped in like he was in charge, put his hands on his hips, and said in an extremely snarky voice, "Well what do you want me to do??!" I said, "I would like an explanation on how you take a reservation you have no intent on keeping, and then don't call the patron to say, I know you have a reservation, but we made an error and can't keep it." If they had called earlier in the day, or even an hour before it would show they have respect for the customers. We drove from LakeWood Ranch, and paid for parking to have this interaction. He said he could not help us, waved his arms, "And said have a LOVELY night."
Rose & Ivy is an embarrassment to Open Table, a system that I have used for years, and works flawlessly.
They admitted they never had any intent to contact us, as "That is not something they do."
No matter the quality of food, this interaction is not acceptable. Nothing about this interaction made me believe they won't continue to do this to customers, over and over.
The childish front of the house speaks volumes about the restaurant and care of the customer experience.
I wanted to share this experience to help save people from having a repeat experience. We have too many outstanding restaurants in LR, to ever go back to Rose & Ivy. read more