I made a reservation for 3 people on 4/13/24, and had called fairly in advance (perhaps Thursday? I can't remember). When I was speaking to the person on the phone making the reservation, she told me that I could come in at 7:00 to sit at the window bar, or 8:30 to be seated at a table. I opted for 8:30, as I would prefer to look at my friends who were visiting from out of state and this was the few hours I had with them.
When we arrived at 8:25, we were told that our table would be ready in a few minutes and they were just waiting to clear it out. We said great, and we sat at the bar. It was a little tight, but we made do. Thats when trouble started.
The Hostest (Bethany) came up and apologized profusely but said that we would not be getting a table, and instead it would be the window bar. If you haven't been inside the restaurant, this is a little bar area that looks out to Salem St. People walking by will stare at you while you eat, which is super uncomfortable. I was, obviously, disappointed. We understood that things happen, but if we had known this we would have come at 7:00 instead? We were promised a table, and compromised the time, only for the exact opposite to happen.
Then, one table cleared as my friends and I were drinking our drinks, and I went up to the host and asked if we could get switched to that table. She said no, with no real explanation (not that she owes it to me, I just was confused.). So then, I asked my server the same question, and they went up to the hostess and asked about the now TWO empty tables. Both of which we could not sit down at.
So my friends spent the whole night sitting side by side, trying very hard to include everyone in the conversation. It wasn't horrible, but it wasn't the best either. And we were promised one thing only for it to not work out, which we understand happens but it was frustrating.
One note I want to make. The hostess, Bethany, was as sweet, understanding, and accommodating as possible. She did no wrong and I appreciated how honest and accommodating she was for us, even if we weren't able to get a table. She explained why this may have happened and what not, and it made a lot more sense. So I want to just make it clear, she is a fantastic hostess and was not the reason behind the mix up, and this review SHOULD NOT reflect poorly on her.
Overall, I'm giving the restaurant 2 stars. The whole experience was disappointing. The drinks (I got purple rain) was extremely strong and hard to sip, the food was mediocre, but very expensive, and the seating was messed up. On top of all of this, we had people staring at us while we ate because of the window bar seats. But this is truly not fault of the team last night. My server was fantastic and understanding, kind and helpful with all of us making a fuss, and the hostess was incredible as I previously mentioned.
Even the guy who took our drink -- Nico?-- was fantastic and did an excellent job at communicating and working with us. So would I go back again? Probably not as a special trip. But if I'm in the area and they are available (or I have a reservation, where I am GUARANTEED a table) I would go back.
Thank you so much to the team last night for working with us, I'm sorry we made such a fuss. You guys have a tough job and deserve to be recognized for the positives, even when there are shortcomings!!!
EDIT: per the request of the owner who so delightfully responded to me, I am happy to make a change. Yes, I made a reservation for 3 people at a TABLE, which is what I was told on the phone by the hostess. I was told I could either sit at the window bar, at 7:00pm or at a table at 8:30. There was no clear communication from the hostess who answered the phone on whether a reservation just 'guaranteed a spot.' Instead, she told me I was guaranteed a table.
I was not asking for anyone to give away tables as I don't see the seating chart because I am not an employee. Instead, I was asking for clarification because it was confusing. If I was going to only actually be given a window bar seat, we would have just come in at 7pm! Instead of waiting an extra hour and a half for a table that never happened.
As someone who has worked in customer relations and as a hostess for several years, I would suggest two things:
1. Train your hostess' better so that communication is clear that there is no guarantee of a table on a busy Saturday night. If I was told that, then there wouldn't have been a problem to begin with.
2. Train your leadership team (the owners) on how to have polite, appropriate conversations with disappointed patrons who were only trying to let the general public know about the experience.
The level of professionalism that is written in this owners reply is really appalling. If you'd like to see more of the owner's attitude towards people leaving legitimate reviews of completely valid concerns do your own research and read the google reviews. read more