Rodrigo A H.
Yelp
For owner's reference, so staff may be coached to enhance customer experience:
I had a TERRIBLE experience last Saturday 08/31 early morning.
It wasn't bad at all first 2 hours I was there; great customer service by the night crew and waiter. I sat by the round table seat area as I HAD to do some work. I had my laptop with me and mouse (please tell me if there is a written policy againts that because I was treated as if there was?)
I came for the first time to Astro Family precisely because I saw that it is a 24/7 restaurant that even is recommended by a source online.
I went and sat and of course I ordered something to eat, breakfast and coffee, spent over $30 total and simply continued working from 2:30 ish until after 5 a.m.
At that point is where I experienced an issue, with the incoming day manager (I believe) María started her shift. She looked at me and not long after the told me I HAD to move and take all my stuff with me because they had to clean the whole area (ok?). I was in a corner table, ate at another table earlier, and mine was completely clean...I was working on my computer. Also, why exactly did I have to move and stand up so it would be cleaned? Do they clean blowing up dust with leafblowers? That's wasn't the case barely a broom and tables wiped, so I was clearly KICKED OUT of the area for no apparent reason. She kicked me out, Maria wanted me gone. I had spent about 2 to 3 hours there and consumed (is that a crime?, is it written I have to dine and dash quickly somewhere? Please explain).
Ok great, I stood up and took my stuff as she KICKED ME OUT that area, it seems she was hoping I would leave the restaurant entirely but didn't, I went to another (remote) corner on the other edge, again not disturbing absolutely no one, not a sound.
I continued doing some work for about 1.5 hour more...waiting for a commitment for which I would leave at 6:30 am I clearly remember, so less thsn 4 hours total and consumed over $30.
Minding my business, I noticed the additional waitress that was not there earlier in the night, don't have her name but recall "goldish" hair. I noticed she was being a sweetheart basically with two gentlements two tables from me; constantly checking in on them asking if they needed more coffee and refilling more than once while COMPLETELY ignoring me; I also had a cup of coffee at that point empty.
So I called her asking if she could; barely looked my direction and IGNORED my question and left. Shortly after María came by to tell me, as incredible as it sounds: "WE CAN'T REFILL YOUR COFFEE BECAUSE YOU HAVE BEEN TOO LONG HERE", and "YOU ARE TAKING UP SPACE as it is a busy weekend"
What? Space from whom exactly at 6:00 am saturday? The other 3 or 4 people in the entire restaurant? From them? Without talking to anyone how exactly am I a disruption!? I was not even chargin my laptop because from where they KICKED ME OUT was the only working outlet I ever found there.
Upset, I stated I didn't need the coffee pointing out the absurdity. At this point I felt profiled, discriminated. ONE OF THE WORST CUSTOMER EXPERIENCES I HAVE EVER HAD THE DISPLESSURE OF ENCOUNTERING, and these conversations in spanish being my toungue yet I am clearly fully bilingual and educated, not sure why I was treated this way.
And I said so sfter this experience I directly approached and asked her on my way out where is it written I cannot stay more than 1 or 2 hours? and where is it written on the restaurant's policy I will be MISTREATED, refused service and ignored simple offers such as coffee refills other customers do receive? I wanted to know if it was written somewhere so it would make sense. Herself, the waitress, and an additional tall employee who appears to be a cook, in a group, "ganged up" on me justifying the mistreatment and me being ingored, refused service I saw others get; stating that I OWED them for staying too long (what?), and the man saying parking lot has a sign that says "no more than 2 hrs" IF I had parked there WHICH I DIDN'T. I threw a $5 bill saying "is this enough?" and left!