Michelle X.
Google
I made a prepaid reservation through Omakaseje.com for this restaurant but did not get a confirmation email somehow. Because my schedule changed, I asked my hotel to call the restaurant to move the reservation. The restaurant later called the hotel back and confirmed that the reservation had been successfully changed to March 8 at 6:15pm.
When I arrived at the confirmed time, the staff told me they had no record of my reservation and asked me to wait outside. I ended up standing outside for nearly 30 minutes while the rest of the guests for that seating were admitted and started eating.
After I finished the meal, the staff again insisted that they could not find my reservation and demanded that I pay the full amount. I explained that the meal had already been prepaid and showed the credit card charge as proof, but they refused to accept it because they could not find the booking in their system.
I was then asked to stand aside and wait while they investigated, which meant another 30 minutes standing in front of a line of waiting customers while it appeared as though I was refusing to pay. This was extremely embarrassing.
Eventually they located the reservation and confirmed that the meal had indeed already been prepaid.
When I calmly pointed out that this situation had been very uncomfortable and asked whether an apology would be appropriate, the chef came out, raised his voice, and angrily insisted that the situation was my fault — even though the reservation change had previously been confirmed through my hotel.
The sushi itself was ok, fresh fish but rice was too warm. But the way this situation was handled was unacceptable. Losing a reservation, publicly questioning a customer’s payment, and responding with hostility instead of professionalism completely overshadowed the dining experience.