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🤮 1/5 - This part 1 of 2.
By 👻 @Ke-Ke .., 03/17/2024 3:00 am
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Review is Continued on a separate post. My entire review couldn't fit on one post. Bad Service From Manager (Jessica) . She told me that the owner is a billionaire & also Insinuated that the owner is a racist & told me that he won't care about MY review. (This review has 2 parts). This is a restaurant review on the bad customer service recieved from the manager, Jessica, at Mastro's Ocean Club in Malibu, California at 18412 Pacific Coast Hwy, Malibu, California. My husband and I were in LA for a short birthday / Valentine's Day getaway. I had been to Mastros Ocean Club in Malibu, California the year prior with my friend on a girls trip. Unlike THIS current visit... That visit was great. They were so nice and helped us get an Oceanview window seat. So I had been telling my husband about it and I wanted him to experience it for his 50th birthday. However, this visit was vastly different. On this visit on 2/24/24, we arrived at 5:30pm & I asked for an Oceanview window table. They open for dinner at 5:00pm. I also wrote in the reservation notes that I would like a seat next to the window. I also told this to the cold talking woman who called to confirm that we were definitely coming. I even told them I would wait for one or either be moved to one if it became available. Based off of my last visit I thought they would be accommodating but I was in for a rude awakening. In a cold, mean, snobby, robotic tone, they started spouting out all these rules & that they don't change tables (which isn't true because they did it last year after we had sat down & ordered drinks-they came and said we have an oceanview window table that popped up, do you want it? We took it off course) & that they can only give me a window table for an hour (knowing steaks take an hour before they even come out). They claim they could only move us from a table to a bar. So I complained about it and asked for a manager & got Jessica. Jessica come over & she was loud & rude & said that the rules are they don't switch tables. No Oceanview window table was available. You just made your reservation today (which shouldn't matter). She did agree to take our picture reluctantly but continued to say she couldn't do anything. I asked if there was anyone above her & she then got even more rude. She told me that there's no one above her. I asked her the name of her manger, she refused to give it to me. I asked her if she could give me a manger again & repeatedly, someone above her, she refused. She told me that there's no one Above her. She said there's no corporate office. No person above her. She said she's the highest manager at Mastros. She told me to that if I wrote a Yelp or a Google review, I'm wasting my time, because she's the only one who reads them. I asked her was she the owner. She respond no. Jessica told me that he's a billionaire & would not care about what someone like me had to say. I'm thinking what does she mean by someone like me. I responded so he wouldn't care about the little black woman. She said well, the owner is good friends with Trump. I responded, so you're implying the owner is a racist. She looked at me with a facial expression like... WHAT DO YOU THINK. One of those facial expressions that women make when the head falls a little sideways, the lips stay closed but spread out, the the eyes (say it all) looking at you... like (what do you think... dummy.) This rude, arrogant, cold, snobby, smart talking woman, who seems to say whatever is on her mind (regardless that she's at work in front of other customers waiting at the host stand)... did that expression very, very well. Sometimes, facial expressions speak louder than words. Especially in the context of the conversation. I asked Jessica for the owner's name... since there's no one else above her. She said it so fast, I couldn't understand. I asked her if she could please write it down. She wrote it on a piece of paper. But I do understand, based on Jessica's comments, that he doesn't care that (someone like me) had a bad experience at his restaurant. She flat out told me that he (the owner who's a billionaire and good friends with Trump) doesn't care if someone like me writes an email to him or write online review (that only she (the manager, Jessica) sees). Someone like me... does she mean he's racist and doesn't care about minorities getting good customer service and food. Or does she mean people of all races and colors (white, black, or brown, etc)... who aren't billionaires. Are all of the people who work hard for our money, and go to a nice restaurant to treat ourselves.... (special moments in our lives, date nights , birthdays, anniversaries, or just to treat ourselves)... the people she's referring to? Us... who aren't billionaires. Since she pointed out he's a billionaire and doesn't care about someone like me. Either way, it's demeaning. Any statements....
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