Unacceptable service.
Called at 7pm on Wednesday night to see if there were any tables open for 7:30pm. The hostess said no, but they had tables for 8pm. Made the reservation via the phone, confirmed via Bookenda with my name and my phone number. During the call, the hostess even mentioned that she was able to pull up my information from my previous visits. Upon arriving at 7:58pm on Wednesday, the hostess insisted that she never took down my reservation, despite the fact that I had the Bookenda confirmation. She said she only had 2 reservations for 8pm in the system,made us sit and wait until the walk-ins in front of us were seated and she had confirmed with the no-shows that they were not showing up. It took a total of 20 minutes to get seated. Remember, we were hoping for 7:30pm and only settled for 8pm when the former was unavailable. If she had told me initially that I would have to wait until 8:20pm, I would've most likely gone to another restaurant that had something available for 7:30pm (50 minutes prior).
In this case where it was clearly the hostesses' fault (she mentioned remembering taking my call), any other hospitable establishment would have apologised and then sat us at the next available table. I was eager to bring an out of town friend here for dinner and had been hyping it up, only to be disappointed by the service we received.
What is the point of offering a reservation service and of confirming the reservation via Bookenda when the reservation is NOT honoured? Not okay.