Katherine T.
Yelp
I am truly disheartened to even have to write a review such as this but I truly feel it needs to be voiced. My family and I were so excited to eat at this restaurant for our last night in Telluride. We eat all over the world and enjoy food, wine and eating at unique and beautiful places. However, upon arrival for our pick up time for the snowcat, we were RUDELY told we missed it by the girl at the front desk. When we tried to understand the confusion, the woman kept rudely repeating we missed the 5:30 pick up time and there isn't another one. Confused, my mother said that our dinner confirmation was for 6, and the directions said to arrive 15 minutes beforehand to catch the snowcat, making it a 5:45 pick up time. The woman argued with my mom, claiming that doesn't happen because there aren't reservations for that time and the time for the snowcat is strictly 5:30. Repeatedly and rudely she argued with my mom with an initial attitude. So, to show her proof, my mom pulled up the email that stated 5:45 pickup time. The woman then became friendlier after realizing we didn't make a mistake and called the snowcat to come get us.
However, she kept implying we were "lucky" the snowcat is coming back because usually it doesn't do that. Well, I don't think we were "lucky", we paid for a service and would
Hope they would uphold it even though they made a mistake with our pickup time. Saying we are lucky implies we were at fault and were lucky it's coming back to retrieve us.
Upon arrival at the restaurant, we were rudely greeted by a smug sommelier who I am choosing to leave nameless because my mother already had words with him after our horrible dinner.
As we sat, we were informed we need to quickly get our dinners in because the other people were waiting on us. The tone and disrespectful attitude rubbed me the wrong way, with comments making it seem like this mixup was OUR fault and now we had to rush, so I began talking to my brother and fiancé how I will not be rushed during my dinner due to someone else's mistake-- not ours. I wanted to enjoy the experience and not feel "badly or guilty" for a mistake that wasn't my family's fault. The sommelier overheard, and decided to insert himself into the conversation stating "usually the snowcat doesn't go back for anyone so it's special that he did. We need orders in because you're late to the time and everyone needs to leave together". Whoa whoa whoa. Special? We paid for a service and shouldn't be treated as if we made the mistake in the first place or was late to our time. We were given incorrect information so how is it "special" it went back for us? I feel like that is 100% normal to correct a mistake that was made on THEIR end not ours. Then to insinuate we had to rush in order to leave with everyone instead of politely greeting us and apologizing for the mix up, we felt totally unwelcome, rushed, and as if we were a bother. I even told him "listen, this is not our fault. We were told 5:45 pick up" he rudely barked back at me, making excuses and had a serious attitude in his voice. It's hard to describe in words how much of a smug attitude and tone the sommelier had with us but it was so evident to the point each and every one of us said we will NEVER return if he is working there. His actual word choices might not sound as harsh reading this, but trust me when I say it was awful to sit through. After dinner, my mom had words with him, explained how unwelcome we felt, how rude his tone and word choices were with us and how we didn't appreciate being treated this way as if we made a mistake, when we did not! Then he ended with " I can keep apologizing but I doubt it will make a difference" to my mother! That's the kind of smug attitude, disrespect and lack of hospitality/customer service I am talking about with this man.
Absolutely disgraceful. The food was great but unfortunately the attitude and lack of customer service will not be tolerated in my family. We were raised to treat people with kindness and generosity. We will never return after being treated this way.