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  • Now this is NOT a review about the food, but rather about the service (since we did not end up having any food here, which will be explained below). Gf and I decided to pick out a few places to try for Winterlicious, this being one of them. We had a reservation at 7:00 PM (made through the phone), but upon arrival, we were told that our reservation was at an earlier time, 6:30PM and since more than 15 min had elapsed since the alleged reservation time as claimed by the host, we were out of luck. (Granted we were give the option to sit for an hour to eat as fast as we could as tables were booked for 8:00 PM, but that is not an acceptable option for us.) The host stood by his statement that "It was their protocol to repeat and confirm the reservation time at least 3 times on the phone", thus no way he claims, that the reservation would not be at 6:30 (along with a heavy emphasis on their "protocol"). He also claims that he called my cell phone 15 mins after 6:30 (which allegedly rang 3 times) but my own phone records do not reflect this (granted, I was on the subway at some point after 6:30 to get there, so I am not sure if I was called while I had no service). We believe we had a 7:00 reservation as when we made our reservation, we both listened in on the call and recorded the restaurant and reservation time on a spreadsheet (which was not populated much at the time, so it could not have been mixed up with another restaurant). I am pretty sure that if any one of us heard 6:30 and one of us typed 7 PM somehow, one of us would correct the other. (And for other reasons, we know that 6:30 is too early for us as we have work beforehand, so we would not make a reservation at that time anyways). I understand that human errors can happen, and it would be possible on both ends but I feel that the way the host treated us was unsatisfactory. The only "sorry" we got from the host, was more of a "sorry, too bad", and not an apologetic sorry. This, above all is why I am displeased. No offer was made to rebook on a different day or any real apology made. Regardless of who made the error, I understand that it would not be fair to the diners after us if we were slotted in, and someone else pushed out as they have nothing to do with this, but at the very least the host could have appeared apologetic.
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