Naoko G
Google
My husband and I went to the Earl's Lodge today, Thursday, November 27th, to have the Thanksgiving brunch. We had a great Thanksgiving brunch last year at your restaurant with impeccable service, so we were looking forward to the brunch here again this year. Unfortunately, by the time we left, we felt our Thanksgiving day was completely ruined -- this is probably the worst experience we've ever had at any restaurant.
Our reservation time was 2:45 pm, and we did not get our table until a little after 3:15 pm which we understood since the restaurant was very busy. After we sat at our table, no staff came to our table for good 15 minutes. I finally stopped one of the gentlemen in a suit with name tag on for help. He said our server will be with us shortly. Another 10 minutes passed, no help. So I decided to get food first while my husband was still trying to get some help. He had to ask three other staff members to order our drinks. After our drinks were served, no staff returned to our table and asked how our drinks were, nor asked if we need anything while we were at the table. We saw other tables were attentively served and were enjoying good Thanksgiving meal, and we simply wondered why we were not having the same experience.
Because we did not know who our server was, we had to stop one of the water servers and ask for a check. When we received the check, I addressed the server, who brought the check (shown as "Ian" on it), how disappointed we were, and received a robotic "I am sorry" response. As we were leaving the restaurant, I saw him comfortably sitting at one of the chairs in front of the fire place near the front reception desk, checking his cell phone. We left the restaurant feeling very humiliated, and are still feeling puzzled.
I hope my feedback can help you improve your customer service quality, so that your future customers will feel well taken care of.
Happy Thanksgiving.