Briana G.
Yelp
I've been here quite a few times for general meet-ups. Food and drinks have always been okay, but the general customer service was helpful and it's a place where there's different things to do (bowling, a few games, outdoor patio during the summer) and for that, I'd give the place a general 3/5.
But this lower score rating is for a visit today that ended up being pretty negative customer service wise that's turned me off from the place.
I've heard good things about the brunch here, and when my husband and I looked online on the reservation system, we saw that there were a lot of upcoming spaces available within the next 30-45 minutes - and since we were just down the street, we figured we'd just walk in and see about putting our names in for the dining availability rather than putting it in online, just in case it wasn't necessary after all. We went in, and the host asked if we had a reservation for the dining, which we told them no, so then they guided us to sit at the bar. We clarified that we saw online in their reservation that there were upcoming tables available and were trying to clarify if doing it online from our phones were necessary or if they were just able to do it since we were there, and they told us that we'd need to do it online but that also they had no reservations available at all. We were confused because there was a discrepancy between what their website was showing and what they said, so in trying to just reclarify because what they said was in contradiction with what their reservation system said, when my husband tried to show the host this, they seemed to become frustrated and told us "like I said, you can just look with your own eyes, I only have that one table left and everything else is going to be full so again like I said you can just sit at the bar area."
Rude..."you can look with your own eyes?" Why is speaking to us like that necessary? Listen, all we're trying to do is clarify to see if it was worth putting in our names on the reservation system that they said we had to do to get in (but then claimed wasn't available despite their system saying it was), the "you can just see for yourself" passive aggressive dismissal was unnecessary (and also means nothing to me lmao esp since there were many empty tables and I don't even know what everyone who was sitting down had going on, like who was staying or leaving, but I don't need to know that information either as it's not relevant so what are you trying to prove besides acting nasty?) and the person wasn't even trying to hear our inquiries and clarification of the contradiction, so my husband informed the host that they were acting rudely and asked to see the manager. The host went to get the manager. We'd decided by that point that we no longer wanted to eat there but wanted to inform the manager that the treatment towards us felt uncalled for, in hopes that maybe the manager would maybe tell their staff to maybe be more mindful about basic customer service and how they choose to speak to customers who just may not be understanding nor wanting to commit to a reservation that's stated as available when really it's not (according to the host), and maybe even just inform manager that maybe there's a discrepancy in your system and if so maybe it should be called to your attention but when trying to talk to him, he seemed disinterested and said "Okay well that wasn't intentional. So what can I do for you?" Excuse me?They made a CHOICE to speak and say things like that to us and communicate poorly. But that wasn't intentional?
And also, even if you don't want your host to take accountability for their choice words, Intent doesn't matter if the impact was clearly negative. I get that we all have our bad days where you feel bold enough to treat people poorly because you're invested in your own mess, I get that, but be accountable for your actions. How will you do better next time so that your employees aren't getting to the point where they feel bold enough to talk down to customers and talking to them like they're stupid when trying to ask a simple question about your establishment, esp when there's a discrepancy? You don't know where people come from, what their experience with different dining places might be, different power dynamics, cultural/societal differences, and also sometimes, computer reservation systems are faulty and mess up....so tell me how you're gonna commit to doing better so that you're checking yourself even if you have a bad day. But the manager seemed uninterested and even shrugged when walking away when we informed him that we'll just go somewhere else. Don't want to support a business that doesn't GAF about you and how you're talked to and being treated.