I have been a regular customer at Gloria's, which makes the way this was handled even more…read moreunacceptable.
Within 3-5 minutes of my arrival, the valet driver, Gustavo, was involved in an accident in my BMW that caused substantial damage. Valet staff and restaurant management knew there had been an accident, yet no one came to notify me. I sat in the restaurant for more than 90 minutes completely unaware that my vehicle had been damaged.
I found out only when I was leaving, when Gustavo approached me with, "Don't get an attitude, I had an accident in your car."
That was his opening statement. Not an apology. Not "Are you okay?" Not "We need to speak with you." He damaged my property and somehow I was the one being warned about my attitude. He then became combative, raised his voice at me, and presented himself as though he were management. The level of audacity was almost impressive.
Restaurant management did not handle it much better. Johnathan and Jose both acknowledged that I am a regular and recognized my face, yet management showed very little urgency, offered no meaningful acknowledgment of what had happened, and did not even offer to comp my meal. No, a complimentary dinner would not fix a BMW. It would, however, have demonstrated basic hospitality after allowing a regular customer to unknowingly eat dinner for 90 minutes while his vehicle sat outside damaged.
The communication afterward with Cedars Valet was even more concerning. Mohammed, Cedars Valet President acknowledged in writing, "we admit what we did" and initially stated, "Rest assure we will cover our damage." Yet the conversation quickly shifted to Cedars attempting to decide, before BMW has even completed their inspection, which portions of the damage they would and would not accept responsibility for.
Interesting approach considering Cedars had possession of my vehicle when the accident occurred.
Accidents can happen. What does not have to happen is failing to notify the customer, allowing them to sit inside for an hour and a half, greeting them with hostility when they finally discover it, and then immediately trying to minimize the damage afterward.
If you valet at Gloria's, understand the risk is apparently not limited to whether your vehicle gets damaged. Pay very close attention to how you may be treated once it does.
As someone who regularly patronized this restaurant, I expected significantly better. The accident was bad enough. The lack of transparency, professionalism, accountability, and basic customer care afterward is what made the experience truly unacceptable.
