Singularly bad service, cancellation policy bordering on fraudulent and cruel - Restaurant Story London - Kaufe eine Reservierung
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🤢 2/5 - Singularly bad service, cancellation policy bordering on fraudulent and cruel
By 👻 @Tor-Tours by J&A, 04/14/2022 3:00 am
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We reserved a table online: a special treat on a weekend to London. On the day, my wife felt ill. As a courtesy we called, a few hours ahead of time, to cancel our reservation. As they are always fully booked, this gives them a chance to give the table to other lucky customers. We were then told on the phone: We could not cancel. We would be charged $185 per person regardless of them giving the table to others, and irrespective of any illness. A farcical argument over the phone ensued. I had to remind myself that we are clients here, not subjects to some authoritarian bureaucracy. We were told that even cancelling three days in advance we would have been liable to paying 75£ per person. Oh, and if we had Covid we must show the UK certificate, and then they would allow us (foreign visitors on a tourist visit, btw.) to redeem the booking at a later date (still the cancellation was being charged). In fact the man then informed us that he was charging our credit card straight away. None of this (the compulsory meal at £185 per person, the cancellation policy etc.) was visible when we booked a table. We assumed standard 0-3 star restaurant cancelation policy: Any other time we cancelled a booking in advance, we were thanked for the courtesy. And I have never been charged a cancellation fee for a restaurant booking, anywhere ever. I can pass no judgement on the food or dining experience. Their reservation and booking policy, which is part of the service, is contemptuous. If you are that exclusive, don't allow bookings over regular online booking services where bookings NEVER come with such a monstrous charge. And train your staff to show some compassion over the phone when talking to a sick person calling in advance, out of courtesy, to spare the restaurant a no-show.
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