We have been regular customers at Tokyoto in Maastricht for a long time, always enjoying the food…read moreand service. However, after our most recent experience, we will not be returning.
On this occasion, I called at 5:00 PM to reserve a table for four and was told there was no availability before 8:00 PM. An hour later,my friend called from a different number, requesting a table for five, and was told we could be accommodated at 6:30 PM, provided we finished by 8:30 PM. We accepted, and her name was noted down for the reservation.
When I arrived along side 2 of my friends at the restaurant at 6:30 PM, the staff at the entrance could not find our reservation. The man who had taken my booking over the phone, an older gentleman behind the counter (allegedly the owner) came over and immediately dismissed our claim, insisting that no such reservation had been made. When we attempted to show him the call on the phone as proof, he refused to look and rudely waved his hand, calling us liars in front of a fully seated restaurant. (Saying I have no time for Liars waving his hand and asking his employee to get rid of us)
We were stunned. After a moment, our other friends arrived, and we went back inside to clarify the situation. Suddenly, his attitude shifted when he realized we were indeed a party of five. Without any acknowledgment of his previous behavior, he simply stated that he had not seen all of us and then offered us a table. By then, the damage had been done, he had humiliated us publicly, all because of his own mistake.
While he did eventually offer a half-hearted apology, it felt forced and insincere. When we expressed how unacceptable it was to accuse loyal customers of lying, his response was dismissive: "I apologized. If you don't want to stay, you can leave."
The only reason we remained was that we had invited friends and did not want to disrupt the evening further. However, this experience has left a lasting negative impression. Being falsely accused of lying, treated with blatant disrespect, and then given an insincere apology is not something any paying customer should tolerate.
We have always enjoyed Tokyoto in Maastricht, but after this incident, we will no longer be returning. This is not how loyal customers (or any one for that matter) should be treated, and no amount of good food can make up for such appalling service.