Mark Soares (.
Google
I was recommended to check out your venue by a close friend and was genuinely excited to attend Reggae Wednesdays especially with it being New Year’s Eve. I decided to spend my NYE at The Flat, and I want to start by saying that the time I did get to spend there was enjoyable. The DJ and overall vibe were great, and I was having a good experience initially.
During the course of the night, I purchased several drinks at the bar. The first few times, I was served by a female bartender, paid in cash, and tipped with no issues at all. On what I believe was my third visit to the bar, I was served by a male bartender. I paid in cash and informed him that I had given him a $20 bill. He told me I had only given him a $10. I was confused, as I came in with a specific amount of cash and was keeping track of my spending.
I initially returned to my table, but after thinking it through, I went back to the bar to calmly inquire again, simply hoping the bartender could double-check the register or the cameras. Instead of addressing the concern, the bartender went to the back and contacted security. Two security guards approached me at the bar and told me, “I don’t know what’s going on, but you have to leave.”
I tried to explain the situation to the security guard and made it clear that I wasn’t causing an issue. I even stated that I wasn’t certain whether I gave a $20 or a $10—I was simply asking for the transaction to be checked. The response I received was, “How is he supposed to check what you gave him?” which was confusing to me, especially for a business that uses cash registers and has security cameras.
At no point was I yelling, acting out, or being disrespectful. I had purchased four drinks for myself and my partner and fully intended to continue enjoying the night. Being escorted out of the lounge on New Year’s Eve around 11:30 PM over a simple transaction inquiry was extremely disheartening. While one of the security guards did kindly allow me to finish my drink before leaving, the situation as a whole left a very bad impression.
Feeling upset and embarrassed, I did leave a Google review afterward because being removed from the venue under those circumstances felt unfair and unnecessary. I live in the neighborhood and had genuinely wanted to return on another occasion to try the coffee and other offerings, but this experience has made me hesitant to spend my money at an establishment where a customer inquiry is met with removal rather than customer service.
I’m reaching out because I believe this situation could have been handled very differently, and I wanted to make management aware of what happened. I hope you will take the time to review this incident.