Jessica W.
Yelp
It's unfortunate that I have to write such a low review for what was our wedding reception dinner venue, but duty calls...
Note: my issues lie solely with the management and the event planner/coordinator. The servers were friendly and professional, the food was absolutely delicious, and style and atmosphere of the restaurant is stunning...simply beautiful.
I'll get straight to the point without sparing too many details.
We started planning our wedding in the summer and were advised by the even planner for Villa Richter that our wedding date would have the autumn menu to choose from. So when the autumn menu was displayed on their website, I created custom menus with our top choices for appetizers, soup/salad, and entree choices. One or two days before the wedding, we called to finalize the cake delivery, other details, and to ask if the staff would be willing to place our menus and place cards on the tables for our meal. This is when we learned that, actually, the autumn menu was no longer available and we would be given meal options from the winter menu (which was *completely* different and filled with very gamey meats and poultry, which are not so appetizing for me). The worst thing was that the event planner didn't offer any kind of apology or acknowledgement that she totally dropped the ball on communicating with us about the change in menus and instead placed the responsibility on us with her offering no reasonable resolution. Nevermind the fact that my husband, who is a native Czech speaker, went over details and questions several times with the event planner (also a Czech speaker). This type of service is unfortunately normal for the Czech "service" industry, and after years of living here, I've learned to accept that... but for a restaurant of such high caliber on the Prague Castle grounds, somehow I expected better. It wouldn't have been such a big deal, but the menus I made took time, effort, and money, my husband and I carefully selected the menu specifically for the tastes of our guests, and of course, it was our wedding, so we simply wanted things to go as we hoped/were advised months prior. I'm sure any bride out there can understand the disappointment you'd feel if 30 hours before you're getting married, suddenly your entire menu changes.
The second issue is, sadly, an even bigger deal. To reserve a 'salon' at Villa Richter, there is a minimum consumption amount. In our case, it was 20,000kc which we paid in two cash payments prior to the wedding. After our wedding meal was completed, the manager presented us with a bill of 10,000kc claiming we never paid the entire 20,000kc amount... I don't think I've ever rolled my eyes so dramatically. Luckily for me, my husband (who is Czech and has lived in Prague is whole life) also knows the "ways" of Czech customer service and insisted that I keep all receipts with me throughout the day in case someone tried to do exactly what the management at Villa Richter did. So we had the receipts of payment, thank God, and they magically resolved the issue. Again, no apology, no attempt to accept responsibility from their side. The manager literally bolted for the kitchen door when he realized the receipts proved that payments had been made in full.
The servers were so mortified they themselves apologized on behalf of the management, which I appreciated, but a little humility and general decency would have gone a long way from the management side. As an American, I know I've been spoiled with customer service standards my whole life, but I think anyone in the world can empathize with the ridiculousness of this situation. If they had done anything to try and make up for such a mistake, I wouldn't be writing this review, and we would be going back to Villa Richter for our first anniversary...unfortunately that will never happen and I will not sing the good graces of Villa Richter. The behind-the-scenes staff seriously needs to step up their game by being professional and accountable to the standard that this restaurant deserves!