Recently, A group of my friends had made a reservation which was confirmed. We called back and asked if we could change the time by pushing it back an hour and the owner said it was okay and space was available. After cancelling the first reservation, and instantly booking the second, our reservation was not accepted (despite being told there was space and somebody would accept it later in the week).
I decided to call back and was curious to know why and was greeted with a rude tone of voice from the female owner Tricia. Apparently she had double booked and was in denial about admitting their mistake. If you tell customers they have space and that you can move their reservation, don’t go back in your word, very unprofessional.
For our party, we had 3 people from the halton region and 1 from Markham. Although she informed us that the one person from Markham will not be allowed as per restaurant rules with the current pandemic, we were confused because he had gone to the restaurant 2 times prior that month and nothing was said when he was ID’d for his drinks but now he’s being denied. If you are gonna implement these best practices, you need to be thorough and clearly indicate that on your website.
Anyways, adhering by those rules, she was still adamant about not moving our reservation or even allowing only the members from the halton region to dine. Her exact words “Go book somewhere else” because she couldn’t answer our questions. Wouldn’t recommend this restaurant nor will be booking here anymore.
Edit: As stated above, he was ID’d for his drink. People don’t take time out their day to write false negative reviews on random businesses unless situations occur. Hopefully you can use this as a learning experience as management needs training.
Good luck with sustainability.