*** 2 PART NEGATIVE INTERACTION WITH BUSINESS OWNER: READ UPDATES BELOW
My recent visit to Samuel's left me thoroughly disappointed, a sentiment that began just moments upon arrival. With excitement, I had phoned ahead to confirm if they could accommodate a party of three. The host reassured us that a table would be ready if we arrived within 10 minutes. We managed this, only to be met with an unexpected turn of events.
As we entered, another group entered the door directly ahead of us and checked-in, which delayed our interaction with the hostess. To our dismay, the only available table was given to that party that had literally entered at the same time we did. When the hostess finally spoke to us, I mentioned our prior call, and she claimed that we were 'two minutes late'. While I fully comprehend the bustle of a restaurant, the notion of missing our reservation by a mere two minutes - especially when those minutes were spent waiting for a hostess to speak to us - seemed unreasonably stringent.
This incident suggests a remarkably VERY strict adherence to timing at Samuel's, something I've very rarely encountered in other establishments. If I were 10 minutes late, that's completely understandable, but "2 minutes?"We were not two minutes late. The table was given to the party who checked-in in front of us, who entered at the same time we did.
Due to the full occupancy, we were left with no choice but to seek dining alternatives for the evening.
My advice to potential patrons: If you reserve a table at Samuel's, ensure punctuality to the exact minute. I hope this review can serve as a reminder that flexibility and understanding are very important in customer service.
*PART 1 UPDATE - POST BUSINESS OWNER RESPONSE*
Kevin,
Thanks for your reply. However when I compare my phone's call log to my location history given by LIFE360, it shows it took us only 8 minutes to reach Samuel's from my hotel, contradicting the 22-minute delay you mentioned. I understand you mark times on your waitlist, but your 22 minute claim is simply inaccurate. Also, I'm unsure how you would accurately gather and report this information as we were never asked for a name, so I am unsure how you could confidently make this claim in looking to your "records."
And regardless of which party you claim was sat at our table, the confusion and extended delay at the hostess stand was the key issue I'm talking about. While waiting, we in fact overheard from your staff that a table was being held for a party not present - we heard this, assumed it was for us and that we would be seated. But then that party was sat at the table...
While I appreciate your perspective, it seems there's a discrepancy between our experiences. Perhaps that's because you were not actually there; I never once interacted with you, or saw you while I was at your restaurant. My intent is to share honest feedback for you and potential patrons. Investment in a professional reservation management system might help avoid such situations in the future.
*PART 2 UPDATE: FOLLOWING AN UNPROFESSIONAL PRIVATE MESSAGE INTERACTION WITH BUSINESS OWNER. SEE PHOTOS.
Kevin,
If we can't agree basic facts, let's reposition the focus to moving forward and learning from our interactions instead.
Overall, I'm disappointed in where you've taken this. At a high level, I've provided you with concrete and actionable feedback regarding a genuine shortcoming that I experienced at your restaurant. I have nothing to gain by lying, and your claims that my experience "didn't happen" and then "get a life" are immature and laughable.
For you to GASLIGHT and invalidate my experience is wrong - we, in fact, experienced and overheard what we did. I NEVER ONCE interacted with you or saw you. You did not witness the incident; therefore, any attempt at making a "factual" anecdotal claim or to discount mine is disingenuous.
As a fellow businessman, I take providing and receiving feedback very seriously - as doing so allows me to become aware of and improve upon my own personal shortcomings and blind spots. Feedback isn't always what we like to hear, but it's what we NEED to hear for our sake and those around us.
Your palpable, immature emotional reaction to my feedback, evidenced by your personal digs and immature commentary, indicates that you're anxious, insecure, and easily hurt by the stress of managing your business.
You mentioned in your message that: "small business owners are more and more commonly finding that the grind of trying to operate small businesses simply isn't worth it." It seems to me that you must genuinely be struggling yourself, or at the very least, the topic has been on your mind.
You put your restaurant on Yelp for a reason: to showcase your best interactions and to gain customer feedback to improve service delivery. Use this app as it's meant to be used. Take accountability, take the feedback constructively, learn from this, and move on. read more