I’d like to speak to the manager!!!

It’s Friday night. 

Actually, it is Saturday morning as the time is 12:13 as I start to write this.

I was so beat last night when I got home, that I truly came home, did the dishes, and went to bed.  

Tonight was a little better.

Yesterday was one of those days that made me say at 10:00 that I don’t know if I can do this again this summer.

Truly.

My day started when I picked up the phone and a man starts: He is angry. He is outraged.

He is upset that we take a credit card to hold a reservation.  

He asks if this is true.

I assure him that it is indeed true.  

He launches into how outrageous this is. How after traveling the world he’s never been asked to do this.  

At no time, does he ask our actual cancellation policy. At no time does he ask if there is are exceptions.

He is angry.

Finally, he says, we are from Florida what are you going to do about the storm this weekend. We’ve been told that it’s going to be the worst storm you’ve had all winter.  

I actually laughed. I know I shouldn’t have. But I laughed.

I reply, I’m not sure where you have heard this, but there is no snow predicted for the weekend, I assure you that it won’t be the worst storm we’ve had all winter.  

This pisses him off.  

He continues his outrage and finally hangs up.

About 3 minutes later I get a text from Chef.  

It’s a screenshot of this man’s Google review.  

It says, Though, this restaurant gets amazing reviews for their food, the issue is charging for cancellations is nuts in today’s climate. In fact, we are going to be in town for 4 days from Florida. We are unsure of our travel plans. Given the severe weather coming in the next 48 hours we are uncomfortable electing to take the chance. I called the restaurant and the host said, I don’t understand the issue. You’ve seen the weather, this is no snow coming.  

With his flip attitude, I would not eat there even if they did not have such a stupid policy.  

Think twice before you spend any money at this establishment.  

I have to admit I was probably flipper than I meant to be.  

But it’s New England.  

You’ve chosen to come to here in the throes of winter. It is no surprise that it is cold here. It is no surprise that it snows here. It’s about 25 hours till the time of your reservation. I’m not sure what my answer was supposed to be. Make the reservation. Let me hold the table. And if you decide at 5:00 tomorrow that it is too cold, I’ll cancel the reservation, after I’ve told repeated people that we are full.  

Meanwhile.  

About 12 minutes after the review was posted on line, I got a letter to our info@email address.

It is this man’s wife. She’s emailed to let me know how appalled she is with the entire experience.  

She’s traveled the world and never given a credit card.  

It is not hospitable to demand this of your guest in today’s market.  

I was rude to her husband by pointing out that it was not going to be a severe storm.  

I didn’t give them any other options, like suggesting that they just walk in and get a table as the website says we can accommodate.  

And my favorite part of the email: I’ve looked at your reviews and several have complained about the maître d. I would assume that is who spoke to my husband, based on his rudeness.  

She continues her complaints about me.  

She is right. I should have been more patient. But at no time does she mention that from the time I said hello, I was put on the defensive. Her husband came in hot and I responded as such.

I took the night and then responded to her today.  

I explained why we have a cancellation policy. In one weekend when 8 tables no show, you change your policy. We are too small of a restaurant to not have to do so. I also let her know that many restaurants in the area have this same policy.

I also explained that we hardly ever charge anyone, and that as long as you call, we will cancel your reservation without an issue.  

I also explained that they weren’t offered a chance to walk in as we don’t save room for walking ins. (I didn’t let her know that it absolutely does not say that you can walk in online).

I also explained that we live in New England. That unless we get more than a foot of snow, we hardly ever close the restaurant. We live here and are used to harsh winters.  

My favorite part of my email:

As for the maître d, he is an amazing part of our team. The reviews you saw were solely based on his inability to accommodate a guest’s request. Unfortunately, even though we hate when when it happens, sometimes the answer just cannot be yes. When he disappoints a guest they tend to take their anger online, regardless of why it happened.  

She responded during service tonight, that while she appreciated the response, she is still concerned about our policy and that looking at your reviews however it does seem that 99% of the negative reviews are about service and the way people are treated. So just a thought, it might be something that management should take a look at.  

She will get the last word.  

But over 200 five-star reviews to 15 one-star reviews. I don’t think her opinion merits a lot of thought.