Chad T.
Yelp
Our experience: Complete Belittlement.
KNVS made their error into our problem, complete with condescending treatment.
Context: We set a reservation via the Open-Table App for four at 6pm, and showed up exactly on-time. We were excited since the accompanying exhibit was "The Astronomy" which we've spent time discussing the subject with our children, and now we'd have an opportunity to introduce a pairing cuisine with the subject matter.
Upon showing up, another larger table was being seated as we patiently waited. The bartender greeted us from behind the bar, which turned out to be the last of the niceties. As we awkwardly stood in the middle of the establishment for some time, my wife approached who appeared to be the maître d' and stated our reservation and arrival. We were met with confusion, then unraveling of action.
What ensued:
1. At this point the maître d' explained they "have no record of our reservation and it mustn't have been for this evening." It was, exactly as written.
2. Left standing with our children dumbfounded and in an awkward stare off, he rudely doubled down to pose "well then what's your reservation number?" I showed him on my phone the positive reservation and the OpenTable confirmation (and confirmation number).
3. Faced with these facts he continued "well we don't have it on file and you must've just made it" - which wasn't the case (it was made the day before) and was furthermore an invalid statement since even had I "just made it" clearly one would still have existed, for that day, at that time. Total red-herring argument.
4. The unprofessional interrogation continued with "are you sure it was for today," it was and I showed him (again) the reservation on my phone.
5. We then pointed to an open pair of tables and asked if we could be seated at them to which we were informed, "we have a reservation coming for those in an hour, you'd need to be done and gone by then." We explained our money was as good as theirs and we did not intend on feeling rushed out - especially since we had a reservation of our own.
6. We were then told "well you can go outside and eat at one of those tables" - it was a chilly evening and we had children who were not dressed to eat outside since that wasn't the plan nor part of the reservation. Additionally, the "exhibit" was inside which was essentially our reason for being there.
7. At this point it was abundantly clear they had no intention to adequately make us feel comfortable with such snippy responses, coupled with the futile and antagonistic attempt to make us feel incorrect; we had heard enough and felt alienated enough by the staff member.
8. We exasperatedly thanked them for their time which was met with a hollow "yeah, sorry" from the member as we turned to walk out the door.
We're easy to please and love supporting local businesses. I was stunned there was zero effort to own their mistake nor attempt to build toward a concession. We would've happily taken an impromptu table set-up in the corner - it would've been a low maintenance solution.
Note to KNVS: Your website directs reservations to OpenTable, you should likely pay attention when they're made, then anticipate the customer's arrival.
Silver Lining: we walked across the street to Masters, now without a reservation, and in the tale of two establishments, they created room for us, happily welcomed our businesses, engaged with us frequently, esp our children, during the dinner...made paying for our $300 bill that much more satisfying going to an Oside staple rather than a pretentious pop-up.
