Until this last visit, this was one of my favourite restaurants in Berlin. On a Sunday we called to book a table for that day or for a few days later. The waitress asked us to call back in half an hour when her boss was there. We called back an hour later and were told the exact same thing.
Eventually 1 person from our party physically went in to reserve the table. On arrival we found the restaurant (in a new and bigger location across the road, which was not mentioned online or over the phone) was packed and there were only two staff doing service and drinks. We stood in the busy entrance for about 20mins before I finally tried to tell the manager/owner, Hannes) that we actually had a reservation and weren't just walk ins. Before I could finish that sentance he cut me off saying what we'd already heard three times 'eine Minute!' and went to say goodbye to a friend/family and I tried to finish the sentance and he cut me off and told us to relax! 'entspannt euch'. Had we not gone as a group of 4 especially to eat the duck, we would have left. We still almost did. By the time we were permitted to sit at a table, it was 40 mins after we had arrived/our reservation time. It was 40mins of standing between the door and the bar. We weren't offered 20seconds of their time to be told anything, let alone a schnapps at the bar or a temporary seat at one of the 2 empty tables with enough space for 4 people.
We received a little bread 30mins after ordering our food. Our food arrived 1hr after we ordered. Thankfully the food was good but even as smokers, we all found the duck/sauce/kohl extremely salty this time. We tried to order a schnapps at the end of the meal. The manager told us we'd get some on the house due to the long table wait. He left without taking our order and didn't return. After 20minutes we went to the bar to order it and were told he'd bring us some of his choice. The good will gesture was a bit lost after waiting to order that as well.
Having worked in hospitality in England, Australia and Germany over 10years, I know from experience that even with a full house and understaffed, there is always a way to keep customers happy. Telling them to chill out after they've been standing at the door ignored for half an hour is not the way. And more than something on the house, is a few seconds of time to explain there would be a wait or to answer a question.
None of us have returned since, nor will we be again.
Now when craving schnitzel, I head to Schneeweiss, who don't have such a cosy atmosphere but have a far finer schnitzel and salad as well as fine dining service. read more