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| - I am being generous with the 'one star' review after our encounter tonight at The Strand. Two days ago, I had called in and talked with the hostess. I made a reservation, giving my first and last name, phone number, time of reservation (9:00pm) told them it was a special occasion for a birthday on New Years, and a count of how many people were in our party. The hostess confirmed everything and it was set. (By the way, I specially asked if they were taking reservations for New Years and the host said yes we are). Yesterday, I called in to add two guests to the reservation. Confirmed. Two phone calls to the restaurant as of now. So after the Suns Game on New Years our party walked over to The Strand. We arrived about 8:55. The hostess, who we could already tell was over it by her attitude greeted us and told us they are closed. Of course, we looked at her dumbfounded. I said we have reservations that were made two days ago. The response we got, 'Yeah, you are right here on our reservation list but we close at nine'. Ok? So, first off. I am assuming this hostess that took the reservation, clearly, was not trained correctly in telling time or taking reservations. Once she told us she was not seating us, we asked to speak to a manager. She walked away and was never seen again; as we did her job for her for every other party that walked in that she didn't bother to talk to or relay the message to that they were currently closed. About five minutes after we had asked a manager walks over and we tell her the situation. She looks on the reservation and what do you know, there is our reservation. She said, well we were going to call you but didn't have a contact number. I said the hostess just told me that all of our information was right there on the reservation slip. So, where's the truth in this? The manager on duty says ok, give me a few minutes to clear a table and we'll take you for dinner. TWENTY minutes go by as we literally sit in the front of the restaurant and just watch the entire staff walk back and forth without saying a word to any of us. The 'manager', no where to be found. Finally, a 'server' comes up and says are you guys still waiting on a table? We answered, Yes and explained that the manager said that she would seat us and take us since there was a misunderstanding on their end. His response back, 'yeah that's not going to happen we are 'literally' completely out of food'. Ok? SO WE SAT AROUND AND WAITED TWENTY MINUTES, FOR WHAT? For you to act so rudely and not even be courteous enough to come talk to guests? For the manager to walk away and completely ignore us? And let me just mind you, I manage at a restaurant. I know how these types of situations go. Any DECENT restaurant could and would accommodate to an ERROR that they had made. I have had many evenings where I opened my kitchen back up to please and accommodate to my guests, as it is the professional way of doing so. To tell your party, you are completely out of food? Please, hold your breath. Be truthful and just tell us that you simply don't want to open your kitchen or make right on your mistake. NO restaurant is completely 'out of food'. I am sorry, that's the poorest excuse I've heard yet! And if you were really completely out of food, you better hire in someone who actually knows how to handle your ordering and how to inventory correctly for holidays, weekends, etc. Long story short, he just continued to sit with us and argue the fact of being out of food and not answer why no one has the courtesy to come up and talk to us the last twenty minutes we sat in the restaurant waiting. We have visited here a few times and for the record, we will be finding a new restaurant to take our business to when we visit downtown. We were treated absolutely horrible and the customer service lacked on every aspect. We took our business to Arrogant Butcher, where we were treated properly and had a good rest of our evening. Big let down on this restaurants part. The owner may want to try and get his management and staff team on the same page, and maybe try to get management FOH that knows how to handle customer service situations and address issues, not run to the bar and stand behind it to avoid contact with us. You ruined a great spot we enjoyed as I am sure you will ruin for many others with the show you are running. Happy 2018 Strand! You came in with a bang!
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