Puneet
Google
I visited Münchner Stubn, located conveniently near Munich Central Station, after a long and exhausting day of travel. With a reservation in hand, we were looking forward to unwinding with some hearty Bavarian-Naples fare in what appeared to be a bustling, authentic spot. The place was packed, which initially seemed like a good sign of its popularity, and we were greeted politely by a staff member named Thomas, who escorted us to our table without issue.
However, that's where the positives end. The restaurant was so crowded that no waiter appeared to take our order for quite some time. We noticed a QR code on the table – a common digital ordering system these days – and decided to use it for efficiency. We scanned it, placed our order, and even completed the payment online, as the system required it upfront. The process was straightforward, and we received confirmation that the payment had gone through, with the amount deducted from my bank account and clearly credited to Münchner Stubn.
When a waitress finally arrived, apologizing for the delay, we informed her of our online order. She checked her system and returned claiming no order existed. I showed her the proof of payment on my banking app, but she dismissed it and walked away without further assistance. Frustrated, I followed her and requested to speak with a manager, who turned out to be Thomas – the same person who had welcomed us so courteously.
Thomas initially seemed willing to help, asking to see the proof. I obliged, but his demeanor shifted dramatically. He insisted the payment was invalid, accused us of lying, and began shouting in a highly unprofessional manner. Despite my polite requests to double-check or find a resolution, he stormed off, ignoring us completely. I had to chase after him just to get any response, only to be met with more shouting and denial. He refused to acknowledge the banking evidence and demanded we reorder through the waitress and pay again – essentially forcing us to pay twice for the same order. Exhausted and not wanting to escalate further in a foreign city, we reluctantly complied. Thomas gave me his card and told me to complain at the email on it. I won't be doing that since I'm sure he manages the emails and will just delete it.
The food itself, when it finally arrived, was actually quite good – flavorful Bavarian-Naples dishes that lived up to the restaurant's reputation for quality. But by that point, our evening was utterly ruined. What could have been a simple IT glitch (which are common in digital ordering systems) was handled with aggression and zero empathy, turning a relaxing dinner into a stressful ordeal.
In a city like Munich, where hospitality is key to the tourism scene, this level of rudeness from management is unacceptable. Restaurants should train staff to manage technical issues gracefully rather than alienating paying customers. I won't be returning to Münchner Stubn and would advise others to think twice, especially if you're relying on their digital system. There are plenty of other spots near the station that value their guests more.
