Erica Cosio
Google
I made a reservation for 30 guests one full month in advance at the Mission Valley location. During that month, I was contacted multiple times to confirm the reservation details, and was reassured repeatedly that everything was set and that they wanted to make my birthday celebration special.
45 minutes before my reservation time, I received a call stating they were “slammed” and would no longer be honoring my reservation or holding the tables. I was stunned. I explained I had 30 guests already on their way, and I asked why my reservation was suddenly being cancelled. The employee repeatedly said “sorry,” but offered no solutions, no compromises, and no attempt to problem-solve. When I asked if I came ASAP and waited for tables to open, I was told again “sorry, we can’t help you,” and she ended the call because they were “busy.”
This all happened less than an hour before my event. The lack of professionalism, accountability, and customer service was shocking. At that point, I no longer felt comfortable giving this location my business.
Fortunately, the Otay Ranch location stepped up immediately. Despite also being busy, they welcomed us in and found solutions to accommodate my entire party. My group of over 30 guests spent a significant amount on food and drinks.
Mission Valley lost a major reservation, and also lost the future business of everyone who attended. I will not recommend the Mission Valley location after this experience—but I will absolutely continue supporting and recommending the Otay Ranch location, who handled the situation with professionalism, care, and excellent customer service.