This place really irked me as the customer service from the reception to the waitress was good, as was the food. It's when something goes wrong that is the test of how well the staff have been trained, and how effective the policies are that they have to follow.
There were six of us, there was a hair buried in one of the dinners. The waitress was quietly informed as these things do happen.
The response was "Do you want to speak to the manager, or shall I just let the cook know?" We were surprised by this as you'd think the manager would want to know anyway. We didn't really need to see the manager, as all we could do is to tell him about the hair.
We waited to see what would happen, but when the bills were delivered with no adjustment made, it was obvious that was the end of it as far as they were concerned.
We had to ask that some adjustment be made, about three quarters of the meal had been eaten. We thought at least a 50% adjustment on the offending meal would do, but a full comp. might be more appropriate. Instead they took off $2 !!
I went to pay our share of the bill and the cashier asked me if everything had been OK. I told him what happened, and his response was "Do you want to speak to the manager?"
So obviously this is the policy on maybe any complaint. Rather than dealing with the complaint quietly, they make the customer confront the manager. If the employee doesn't have the authority to handle the complaint , then surely they can get direction from the manager. I feel sorry for the staff as we left there feeling very frustrated.
The response should be "I'm very sorry, let me get the manager for you" or "I'm really sorry, we will look after that cost for you"
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