Ivania G.
Yelp
This Sunday, I was celebrating my birthday with my friends and decided to book a karaoke room. Since we arrived, the staff was very rude. Either way, we stayed for karaoke. I signed the policy paper with the manager Jude, asked her questions about it, and was let into the room by Tyanie, where she only handed me 2 microphones and left the room.
No one checked in on us the entire 2 hours of our karaoke time nor gave us any service in the room. We have done karaoke here many times before and we always get service in our room. After the 2 hours were up and I was ready to check out, I signed my receipt of $122 ($100 for 2 hours of karaoke and a 20% gratuity fee--which I wasn't told prior about) Suddenly, Jude stopped me and told me there was one cord missing and accused us of stealing it. Why would we take a random cord??? She then wanted to charge me $50 for the cord that was not in the room before we showed up. My friends and I took videos and pictures of the room within the first minutes of being there and there was only ONE cord connected to the TV, not 2 cords as claimed by her.
I asked Jude to please check the cameras and we tried to show her the videos and pictures we took, but she kept refusing to check the cameras or see the pictures and videos. The entire time we tried to have a conversation with her calmly, she kept rolling her eyes, raising her voice at us, and calling us names. I stayed polite and understanding the entire time. I never raised my voice with her as I'm not a confrontational person, and Jude started becoming so aggressive to the point where I had to call San Antonio PD because I was afraid for my and my friends' safety.
Jude also told every bartender in the bar to stop talking to us and told them to refuse us service (We witnessed this and one of the bartenders told us she did this). She charged me $50 for the cord + a 20% gratuity fee that we were not informed about prior and didn't agree with because no one gave us service the entirety of our karaoke session. We had to step outside of the room and open a different tab to try and get a drink. And they weren't busy or understaffed. The staff also kept changing their stories about the situation: the barback with glasses lied and said he opened the room for me and checked the room beforehand, which was not true at all because Tyanie was the one who walked into the room with me, and there was only one cord.
While I am very upset that they charged me $50 for a cord we didn't take, I am even more distraught about how the situation was handled and how we were treated. I ended up in tears and suffered from a panic attack during the ordeal. Jude Hodges is extremely unprofessional and we believe she racially profiled our group through the accusations and comments she was making. They could've handled the situation a lot better by showing compassion and respect, instead, Jude decided to profile us, harass us, and be extremely aggressive with her behavior when it was not necessary.
It breaks my heart that I was treated and degraded so horribly on my birthday, especially when my friends drove hours from out of town to be here and I was highly recommending this place before we showed up. I used to be a regular here and never had any problems before.
The only people who at least tried to de-escalate the situation by having a conversation and treating us with respect were Z, RJ, and the nice bartender Mary. However, no one gave us a solution and told us they would check the cameras the next day (Monday). There's now a new charge on my account instead of the one I initially signed. I never signed a receipt for the new charge of what they accused us of.