Katimah H.
Google
** TLDR: absolutely horrible service; workers are literally liars and refuse to take accountability. Andy, in particular, literally laughed in our face when we expressed our concern and kept saying that he’s only a “regular employee” and “couldn’t do anything” as if that excused his poor mannerism and completely unprofessional attitude. If I could leave zero stars I would **
We went to Karoke Q tonight to celebrate a birthday. When we initially called to make the reservation, we made it clear that it would be a group of no more than 6 people, which means we could use a small room. This was confirmed on the phone before the reservation was made (red flag #1 is that no confirmation text or anything was sent). Kobe (not sure of the exact spelling or if that’s even his name based on the lies we’ve been told tonight) checked us in, and all he did was check our IDs and told us to wait until our room was ready, which was about 15 minutes after our reservation. At no point was there any mention of us being put into a room different than what we requested while making the reservation.
** It’s important to note that the majority of us have never been to Karoke Q in order to know the size of their rooms; I went once myself a long time ago (as in over 5 years ago), and when I went I booked their largest room so I had no idea what the other rooms looked like.
10 minutes before our time runs out, Andy (this name I am sure about and will never forget) comes to our room and asks if we would like to extend our time. He proceeds to tell us a price that’s higher than the price listed on their website and posted in their rooms for the small room which, again, we specifically requested during our reservation. We mention the price discrepancy, and Andy is immediately dismissive and starts telling us that he can’t do anything since we were already charged for the medium room. We explain to him several times that we were never made aware that we were put into a medium room. He then proceeds to say that all the small rooms were reserved (something that was at no point stated during the initial reservation call) and that’s why we had to be put into a medium room. We ask to speak to the original person who checked us in, and Andy states that he will go check with him (it wasn’t until later that we were informed that the other person was no longer there and that Andy ~allegedly~ called him to ask). When Andy eventually returns, he says that the other worker (“Kobe”) insisted that we had been told we would be placed into a medium room. If we had been told from the beginning that only medium rooms were available, we wouldn’t have had an issue and we would have even proceeded with extending the time. However, because this was never told to us by anyone at this establishment, it didn’t make sense for us to have to pay extra money for their carelessness.
Needless to say, we go back and forth with Andy for awhile and he continues to laugh at us and say that there’s nothing he can do. We ask to speak to a manager, however, he claims that he is the only person on the floor. We then ask for his managers name and phone number, and he again laughs at us as if that’s an unreasonable request. Finally, he tells us that his manager’s name is Kartika, but does not give us any information about when she might be in or how we can reach her.
We were also charged an 18% gratuity fee even though we were only a party of 5, when it states that the automatic gratuity would only be charged to parties of 6 or more.
We will be reaching out to the manager to demand a refund, though unfortunately, if their management is as unprofessional as the rest of their workers (particularly Andy), we wouldn’t be surprised if we receive the same pushback.
I was really excited to go here again to celebrate my sister’s birthday this time as I had such a good experience celebrating here several years ago for my own birthday. The night was definitely ruined for all of us, and I will be deleting my former review and highly encourage people to go elsewhere.