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  • To preface this: I actually really enjoy Matt's Big Breakfast - the food tends to be great quality, and service is fine. I just do not like the customer service at THIS Matt's (at the airport). Tl;dr - poor customer service will cost you (both reputation and cash). My wife and I gave our name to the host (who was this older, very curt fellow) and moved about 4 feet away from the entrance to make space for others to pass through and/or add themselves to the waiting list. The host told us it would be about 15-20 minutes but hopefully faster. My wife and I then started having a conversation off to the side while still listening for our name to be called. Meanwhile there was a really outgoing waiter who was very personable serving people just on the other side of the barrier we were standing by. As we are standing there, I spot about 5 groups get called in, so I figure we are getting close. It's been about 12 minutes at this point. I go to check the list, and there's a lot more names crossed off the list AFTER us. I mean about 15 names scratched off AFTER us. No way we heard him call that many names for people. It honestly just looked like he was arbitrarily crossing people off the list. And indeed our name was crossed off, but I decided to double check with him anyway. I ask the host if he called our name (I swear he did not), and he said he did but we did not respond. His tone was incredibly rude, too - like he was gloating about it. We were literally 4 feet from his stand. What? At this point, I realize it might have been possible that we missed our name being called as the outgoing waiter was really loud, but please, if you see us 4 feet away, just call it again to make sure. Better yet - switch the host and the waiter. No way would we have missed his call. The original host was mumbling by comparison, and he looked like he hated being a host. The best the host offered was to put us back on the list, but at that point, I had no faith in his ability to be courteous or to call our names when our turn was up, so we just left. Your time is better spent at an establishment that will at least try (and not just rest on the laurels of being a known restaurant).
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