TheJuliaHuesa
Google
Update:”Your reply only reinforces the concerns raised in my original review.
Referring to a vague clause in the late same day of the reservation email stating that the restaurant “reserves the right to request a deposit” is not a substitute for informing the customer clearly and explicitly BEFORE the reservation is confirmed. As per Spain’s General Law for the Defense of Consumers and Users (RD 1/2007), any charge or condition that affects the consumer must be disclosed in advance and require explicit consent. This was not the case. Learn basic consumer laws, and add the information to your website appropriately so this doesn’t happens again. It’s not that difficult.
The fact that you contacted us via WhatsApp from an unverified number, outside of business hours, and again at 8:00 AM on a Sunday, is highly unprofessional. We were simply responding to the only method you proposed at the time.
Saying you “accepted us without a deposit because you didn’t want to ruin our Mother’s Day” does not change the fact that the approach was flawed and procedurally questionable. While we acknowledge the kind gesture, it does not negate the irregularities in the booking process.
As for your claim that our food review was intended to damage your reputation — we respectfully disagree. We paid for a special Mother’s Day tasting menu, and felt the quality did not match its price point. Our assessment was honest and specific. Enjoyment of food is subjective, and a negative opinion does not equate to malice. Also we have never state a bad treatment from you, but highlight the great one from the waitress, sorry your conscience weights on you.
Finally, suggesting “just choose another restaurant” if they disagree with your terms assumes they were fully informed of those terms which, was not the case.
We wish you well in your business, but we stand by our review as a truthful and accurate account of our experience.”
From the beginning we made a reservation for 3 people at this restaurant for mother’s day and, after receiving the confirmation by email, we were contacted via WhatsApp from an unknown number asking for a €25 deposit per person via Bizum to “secure the table.” At no point during the reservation process(neither on the website nor in the confirmation email) was this charge mentioned, nor were any terms clarified (whether it would be deducted, refundable, or forfeited upon cancellation).
Most concerningly, the contact came through an informal channel, with no official identification, and outside business hours. In fact, the person, who later identified herself as a co-owner, messaged again at 8:00 AM on a Sunday an entirely inappropriate time for such communication. This reinforced the lack of professionalism and basic protocol.
When we expressed our surprise and pointed out that we had confirmed through official channels with no mention of a deposit, she replied with an email stating they “reserve the right to request one.” However, such a vague clause does not justify the absence of clear, prior, and binding information during the booking process, as required by Spain’s General Law for the Defense of Consumers and Users (Royal Legislative Decree 1/2007). Under this law, any extra charge must be clearly disclosed before the contract is made, and requires the consumer’s explicit consent.
Despite all this, we showed up to our reservation without paying the deposit, also not everyone has Bizum, and no alternative was offered.
As for the food: the menu linked to mother’s day was overpriced, flat, under-portioned, bland, and poorly executed. Perhaps the other tasting menus are stronger, which could explain the high rating and the michelin star.
The service from the waitress not the coowner was polite and attentive. But we won’t be returning.
This experience was riddled with unclear practices and lacked the minimum transparency and customer protection one should expect. A serious warning for anyone who values professionalism, fair treatment, and legality when booking a restaurant.
