Paul X.
Yelp
Dear Mgr at Adams Inn/Best Western:
I wanted to alert you to an issue I had last night at your Adams Pub. Not many people take action these days, whether it be due to lack of motivation, not enough time in their day or they feel whatever they say doesn't matter. However, I believe in the power of the pen (or the laptop : ) And one of the reasons I am writing to you is that frankly, it would be a shame to see your establishment lose business over something that can probably be easily rectified.
I decided to post an online review of your establishment, and judging from other recent online reviews in the past couple of months, I noticed a pattern in them, and wonder if it is becoming a growing problem. It's really not a complaint about the food, however, it's really more the lack of service.
This most recent visit was my third time into the Adams Pub. The first 2 times I had been before, service was adequate and pleasant enough. I had dinner the first time, and cocktails with some friends the second time. Last night, I was with my partner to have dinner, and waited for a hostess to see if we could sit somewhere outside on your deck, which is a great draw. We were told "Yeah sit anywhere you want". Fine, no problem.
As you are aware, the whole deck is an open space. Further left are 3 tables, positioned slightly away from all the other tables in the center of the deck , but still within clear vision and only about 10 or so feet from the center where the rest of the tables are. We decided to sit there as both of us could sit facing each other without one of us looking directly into the sun.
Two of these tables at the further left were already taken. We chose the third. After about five min. of us sitting down clock by, one of the two ladies at the table next to us got up to see if there was a server around as they had been sitting there for a bit. Shortly after, the first lady had come back to tell the second lady "Let's go" and sat inside instead.
Another seven minutes clock by (12 min. so far after sitting down, and I only knew because I checked my clock on my phone as I had first sat down), and a server came over, clearly harried, grabbed the other two menus at the other occupied table (since they were done looking at them) and gave the menus to us. She took our drink orders and came back with them. Then she said "I'll be back in a few minutes to take your order".
25 min. later (yes, I had timed it at this point after those first 12 min. as I was quickly losing confidence) there was no sign of her. So we got up to leave, because nothing was truly jumping out at me that made it worth the wait any longer. Then she was coming out and I simply told her "we've had a change of plans", as we carried our empty drink glasses back, because I imagine if we hadn't, they'd have been left there all night.
We got a "sorry, we're short a waitress tonight". In my head, I thought "Well, sorry sweetie...that's really not my problem". (It was busy, but there were still tables available outside)
Look, I'm an ultra patient guy when it comes to eating out, and I would never, ever disrespect a server...I never have, and never will (unless they are blatantly rude, and I can't imagine anything like that ever happening). Servers work very, very hard, and I truly respect their position. And I'm not faulting your server. But considering the Adams Inn is a restaurant *and* a hotel, I would imagine you are pretty well versed in the hospitality industry, and I imagine management would know how to handle a situation where they're one server short. But if your management does know how to handle it, it certainly wasn't evident last night.
But 37 min., one drink, and no order taken??? Sorry...you just lost a customer.
I'm sure you are going to have your "regular" customers, who just go there out of habit and don't care as much about service. However, I had a really disappointing experience last night. Again, I believe in the power of the pen, so if something riles me...good or bad, I'm going to write about my experience about it to either give a place I believe in more business, or warn people that they may want to re-think their night out here because of...And that's going to cause a ripple effect. Who knows...those regular customers, if they experience the same, might reconsider their options as well.
No business owner wants that. However, when I saw those other online reviews about waitstaff *and* management attitude (???), I felt I should let you know in case you weren't aware of it (I can't comment on those other reviewers experiences as I wasn't there, but where there's smoke...).
It's a local establishment in the area. And I'm prone to go to those. It's a great outdoor deck. But after last night. Eh...
Never got a "thank you for your letter" response (that's all I needed). That says it all. If they don't care, why should I? They don't deserve the extra business.