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  • Toni Smith On 11/9/14 my daughter had a coupon spend $100 get $50 off dinner. She invited me to accompany her family for dinner. As my grand daughter and I got to the restaurant before my daughter we notice that NO one was at the entrance to RRG, she then walked over to the Bar area where several employees were huddled together, she ask is the RRG is open, they said you had to come into that area. We told them that it would be a party of 5. We went to the table and Brittany (waitress) brought over a Game menu...we ask if this is the only food being served she said Yes, she said she would ask the Chef; she returns and says this is the only food we are serving today. We left and as I approached the front door, I spoke with Paula Hong at the front desk, and I quote "I want to complain/or have concern" she ask what was the problem I told her that the RRG was not serving a full menu tonight. She then said that on Sundays is slow night and called the back with no answer; so Paula walked to the back and return with both the Game menu and the regular menu and said Yes they are serving dinner. At this point my daughter and her family are also on site and we all walk back to the same location and the the same group of employees are huddled together again looking at a tablet as we walk pass them again and they NEVER LOOK UP or said ANYTHING....as we continue to walk down this walkway we realize that we need to turn around and go back to the lounge area (they were 1 bartender, another man with a black cap on, one blonde head women and one dark head women and Brittany). So we had to ask again is this the area to eat....AT THAT POINT Brittany says YES....I then say to her so why did you let us walk pass you....again she looks at us like we were speaking a foreign language. My POINT OF THIS IS......as employees in the customer service business CUSTOMER SERVICESHOULD BE #1. I then walk back to the front desk to speak to Paul Hong and complain about the unprofessional behavior of the staff. She than walk back with me to get the lounge mgr Jenn Adams. Ms. Adams spoke with me and I expressed my dislike like of how we were treated when we came in. Ms. Adams was not that convincing and she did apologize for the unprofessionalism of her staff. We finally settled in for dinner and the dinner was GREAT. Would I eat there again or recommend anyone NO! FYI...I use to be a secret shopper where we would go to different resturant and evaluate the food and customer service. This experience would have gotten low marks for customer service. Greeting customers is a MUST in this industry even if you don't know what they need, just to look up and smile...makes a person feel WELCOME and this reflects on the Embassy Suite. Receipt #1387
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