Ashley B.
Yelp
We had stumbled upon Madame Bonnie's while searching for a spooky, Friday the 13th vibes dinner spot. I was pleased to discover they offered live music as well. Our group booked dinner at 7:30PM for a Birthday celebration. There were 7 in our party. We were running late so we called and pushed our reservation back to 8pm, this was greeted with a positive response as they were busy on a Friday night.
We arrived a little before 8pm and were greeted by the hostess who informed us that our table would not be ready for at least 30-45 minutes but she would go and check if we could be sat earlier. During the wait time, we were approached by a server who said he could seat us in a VIP area and that the table would be ready in 10 minutes- In a little after 10 minutes, both the hostess and server approached us with two very different updates. It was clear there was zero communication between the two. My party was led over to a VIP lounge area and while we appreciated the table, it would have been impossible to eat as the table was up to our shins. We explained we would not mind waiting for an actual table as our main purpose was to do dinner. In the time that we were waiting, we were approached by Arturo who was very polite and accommodating. We explained we were waiting for our table and he had expressed he hoped to be our server, which was very nice!
During this time, we had given one of the servers a cake to be brought out later after our dinner.
We were all laughing off our experience at this point as we are in the service industry as well and we finally get shown to our table. We were approached by two servers, Arturo and the hostess that greeted us and it seemed unclear as to who would take our table. We ended up with Kayla as our server. This is where the evening rapidly deteriorated. As we settled in to our table, we saw a USED bandaid on our table- after trying to get our servers attention, she came by and removed it- still had not dropped of menus- and came back to sanitize after dropping off our waters. At this point, it is close to 9:30 pm and we are starving and had not even had our drink orders taken. We get handed out menus and decided when Kayla came back, we would order everything to make it easy for the team. The food came out rapidly (as we assumed the kitchen was closing) even before we got all of our drinks! We had ordered two bottles of wine and only one came out. The food was subpar- as it was rushed... mashed potatoes were cold and chicken was dry. Still, we were starving so we were just grateful to be fed.
We let our server know to bring out the cake so we could wish our friend a Happy Birthday and while she was gone, a different server approached us very concerned that she would not be able to find the cake, which goes back to the severe lack of communication. After the cake, we had decided to get the check and head out. The check was presented to us and upon looking over the charges, we noticed the auto gratuity hadn't been added on. The total was $384.81. We had planned on tipping accordingly as we asked Kayla to split our check between us. We were immediately met with resistance that the check could only be split 3 ways, which we know to not be true as we have all worked with the Toast system, but we decided that I would pay and be reimbursed by my party.
When the receipt came back, I was informed that I had actually been charged an amount of $455.91 as Kayla had added the auto gratuity on after the fact. This was the final straw as I am reasonably sure it is against all company policies to NOT BE TRANSPARENT about the auto gratuity. We asked for the manager and George Medina came the table. This man was awful. He would not listen to us and was patronizing, demeaning and very disrespectful. He had mentioned that the server forgot to add the party count in the beginning, which is not true as the original receipt very clearly says 7 guests. The point we were wanting to relay is that you cannot present one total to guests and charge another without consent. The proper etiquette would have been to come back and let us know that the auto grat hadn't been added on as a mistake and to present us with the new bill. George offered to adjust the check and comp items and remove the auto grat but it was too little too late. The adjusted check came back with the auto grat STILL ON and I was hassled by Kayla to sign the Merchant Copy- which was unnecessary and in poor judgment. Kayla's attitude and poor judgment calls are a direct result of poor management. I can cope with poor service, I will not stand for a "manager" to demean and gaslight me.
The only shining light at the restaurant is Arturo, who came by to apologize for the scene his manager had caused. We tipped him cash and thanked him for being the only caring individual in the restaurant.