I really wanted to support this Black-owned restaurant, which is why this experience was so disappointing.
My family of six came to Soul Secrets during Cincinnati Music Festival weekend to celebrate my sister's birthday. Before coming, I tried calling the restaurant for two straight days to make a reservation, but no one ever answered the phone.
When we arrived, my brother asked for a table for six and we were told the wait would be 30 minutes. We were perfectly fine with that. After waiting the full 30 minutes, my brother went back inside to let them know our party was ready, and that's when we were told the hostess had made a mistake and the actual wait would be two hours.
We later found out the hostess was a trainee. Mistakes happen, and I understand that. However, if someone is still in training, there should be a senior staff member or experienced hostess supervising the front station at all times, especially during a major event weekend when the restaurant is expecting large crowds.
What made the situation even more frustrating was the explanation we were given. We were told the delay was due to reservations and open seating already being signed up, but when I asked about making a reservation, I was told Soul Secrets does not take reservations. That simply did not make sense. If reservations are not accepted, how were reservations the reason for the extended wait?
I spoke with the manager and politely asked if, since the mistake was made by the restaurant, they could meet us halfway and reduce the wait to one hour instead of making us start over with a two-hour wait. Her response was absolutely not. More disappointing than the answer itself was the tone--it came across as rude, dismissive, and condescending. There was no apology, no empathy, and no acknowledgment that our family had already waited based on incorrect information provided by their staff.
Because it was my sister's birthday, I chose not to argue or create a negative scene. We simply left and decided to spend our money elsewhere.
I completely understand that Cincinnati Music Festival weekend brings heavy traffic, and I appreciate businesses being busy. But preparation matters. A sign at the door explaining longer-than-normal wait times, answering the phone, having experienced staff at the hostess station, and communicating clearly with guests would have gone a long way.
Long waits are one thing. Being treated as though your time does not matter is another.
First impressions matter, and unfortunately this was not a good one for our family. I truly wanted to support Soul Secrets, but the lack of professionalism, the conflicting information about reservations, and the manager's attitude made this an experience I cannot recommend. read more