Treated like dirt in a well known bar/restraunt

xlogo

PO could write review on TA and post a link on here.

But why can't they name and shame here?

Thoie

percy212 wrote: »

If they can't provide that service after agreeing to via the online booking system, then they need to restore the lost goodwill by offering something else to the OP.

They might if they care. But they obviously don't give a damn, and there's no "right" to that.

What they really need to do is either have a functioning online reservation system, or get rid of it off their website.

dslamjack

I have not named the restaurant,because I believe in fair play and the right to reply... I managed today Fri 3 day's later to talk to some one in the office /account's(3 option's given on phone extn 1 - reservation's ,no answer - extn 2 -kitchen/trades, no answer -3 being account's),I told the person who answered what had happened,still no''I'm sorry to hear,that or you have a need to complain''.
I am currently waiting for the GM to ring when he come's on duty at 3.30pm.
As my wife was saying to me today she has never been as embarrassed or mortified as she was in front of our guest's and other diner's and the Q behind us.
In her word's - I was spoken too like a piece of dirt, condescending ,rude ,off hand and now will you get out of the way attitude -and this was the so called manageress speaking to me.
I will of course let you know how I got on , and again thank you all for your advice.

intheclouds

Deise Vu wrote: »

I am not involved in the Restaurant trade which is why I was asking does anyone have any practical experience as to how online booking works as I cannot understand how a computer booking could set out table plans and estimate usage times. This is why I feel the need to speak to a human when making a booking.

The same way any online booking system manages it. Its configured and managed to work based on the business rules.

Clearly this restaurants one doesnt work, that is not to say that it doesnt work elsewhere.

Logistics, scheduling, forecasting etc are all pretty standard things a computer can be programmed to do.

In my own experience a booking system for a restaurant works on the basis that only some of the tables are available in it and those tables have defaults set depending on numbers being booked, plus the user must accept 1 of 2 "sittings". So if a user says there are 8 people, the computer knows to book table number 10 which has 8 settings and is available on the date and then the user can choose an available sitting. Generally if someone tries to book outside of the parameters the computer will just say no and tell you to contact them directly.

dslamjack

You know a horrible thought crossed my mind maybe I'm wrong here - but no - I have just checked the e-mail confirmation and it's all right there.
I thought I had maybe put in the wrong date for the booking but here's the copy direct from the mail.

Table for 8 on Wednesday, 20 July 2016 at 18:30
Name:dslam jack | Confirmation #: 9999999999b53
Please keep this email. Without an OpenTable account, it’s the only way to manage your booking.

So no it's there in black n white ,still no phone call from the GM.

Faith

xlogo wrote: »

What a pile of bull nonsense!

Anybody know the name?

xlogo wrote: »

PO could write review on TA and post a link on here.

But why can't they name and shame here?

Mod Note: Let it go, please. The restaurant is not going to be named here, as it adds absolutely nothing to the discussion. All restaurants should be held to the same high standards.

cathalj

birdwatcher wrote:

Appreciate that you can't name and shame the place here on Boards OP, but if it was me, I'd absolutely SLATE them on Tripadvisor.

Why ??..I think it's hilarious that everyone is skating around naming the establishment actually involved , while at the same time the Elephant & Castle is getting openly slated by loads !!!
Go figure !!??

Shint0

cathalj wrote: »

Why ??..I think it's hilarious that everyone is skating around naming the establishment actually involved , while at the same time the Elephant & Castle is getting openly slated by loads !!!
Go figure !!??

I'm not sure about the charter here but it seems possible to name in the Consumer forum on Boards under Business and Finance. There's a sticky at the top for posters to post about their best and worst customer service experiences. There are usually lots of posts about the big corporations, financial institutions, the information and communication sector, supermarkets etc but I have seen pubs and restaurants named on the thread as well.

the beer revolu

Is it not just the case that the OP doesn't wish to name the establishment?

BettePorter

I'm sure had the manageress been at least apologetic and acknowledged the flaw in the system, the OP would have moved on to the next restaurant just as he did, but wouldn't feel the need to complain here.

But he is completely in the right here. The restaurant should not have facility to book online if they don't use it. How unprofessional to then, given the fact the op could prove receipt of confirmation, dismiss them in the way they did.

Any anyone who says trip advisor reviews are not heeded by restaurants are totally wrong. People know a good / bad / malicious / insincere review.

Op review away .... hopefully at least the manager will get bollocking.

Shint0

the beer revolu wrote: »

Is it not just the case that the OP doesn't wish to name the establishment?

That's could be true, of course, or perhaps they might have thought they are not allowed on Boards. Restaurants are discussed on some of the Regional forums on Boards. Cork City have a very active stickied thread where the best and worst of experiences are discussed about all the different restaurants there on a daily basis. Not sure if there is a similar thread for the OP's location.

xlogo

Faith wrote:

Mod Note: Let it go, please. The restaurant is not going to be named here, as it adds absolutely nothing to the discussion. All restaurants should be held to the same high standards.

Won't be named or can't be named - as said E&C has been named a couple of times.

Faith

xlogo wrote: »

Won't be named or can't be named - as said E&C has been named a couple of times.

Won't be named, as the OP has very clearly stated that he has no intention of naming the restaurant, and he is under no obligation to either.

dslamjack wrote: »

I have not named the restaurant,because I believe in fair play and the right to reply

And on that note, Elephant & Castle has no bearing on this conversation so, everyone, please do not drag them in here.

edit: Mod Note: On second thought, I have moved all discussion of E&C to the restaurant guide thread. Feel free to name and discuss restaurants in that thread.

dslamjack

Well I did not name the restaurant because as the Mod pointed out

Mod Note: Let it go, please. The restaurant is not going to be named here, as it adds absolutely nothing to the discussion. All restaurants should be held to the same high standards.

And she is right,the GM has rang me back at 4.30 or so,and I took the excellent advice given above to take all emotion out of it and passed the phone to my wife who has worked in corporate PR for 30 year's,even though I have worked in customer service for nearly 40 year's and am well used to dealing with difficult circumstance's.
So he wish's to investigate further and will ring us tomorrow , at least he had the decency to ring me - I do not wish for anything other than for them to recognise that a bad mistake was made and that a customer was treated appallingly.
I am not looking for a free meal or anything else,just acknowledgement of what happened and an honest apology ,not I'm sorry see ya now,bye and hang up.
Faith is right all restaurant's,pub's, etc and indeed any business dealing with the public should stride to achieve the highest standard's and the public should expect no less either.
As I said above ,common decency ,good manner's and soap as old timer's used to say cost nothing.
I will let you know how I got on.

percy212

That's not what I said, but in fact if the restaurant has any business sense they would offer SOMETHING to the OP. Cop on to yourself with your useless lazy predictable one liners.

weldoninhio wrote: »

Ah, the I want something for free brigade has arrived.

dslamjack

You know I was just thinking , no matter where I have been in the world,be it New York,Skibereen,Milan,Paris or Rome,I seldom drive on holiday because I do enough here in work.
No my self and my wife get out on foot and tramp the street's to see the sight's etc and that is where and how you find gem's of restaurant's etc tucked away or on quiet street's or in beautiful location's.
You go in chance your arm if they have a table - great if not,no big deal let's keep's walking you never know what you might find.
This was actually the first time I had used the restaurant web site to book a table and even though I could not reach them on the phone ,knew it was a very popular place and on the seafront and the best weather all summer and they would be very busy,I thought e-mail confirmation , voicemail left ,all will be ok,what could go wrong.
Look it's not the end of the world I'm a big boy but as the Mod Faith said above you expect that all restaurants should be held to the same high standards.

Shint0

OP, I have worked in a few different establishments as a student here and abroad in those type of pub/restaurants in seaside locations. At the weekends and during really fine weather the places could be heaving; you would have customers baying at you for food and drinks, and you also had to make sure nobody ran away without paying. That's very different to a nice little trattoria in Rome or a fine dining restaurant here. Sometimes it really is all about the context and as you haven't named the pub/restaurant it's hard to know if that's their usual standard of customer service or just that particular day when the weather was great.

As I already said a few times here where there are lots of transient customers looking to be fed sometimes they place less emphasis on the food and service and sometimes customers need to be a bit more discerning about where they choose for a special occasion given that there will be lots more people out and about during good weather. I still hope you get a positive response as it wasn't pleasant for you to personally experience that especially when you had visitors with you from abroad and there can be pressure on us at times when we are the one in charge of making a booking for others.

endacl

kylith wrote: »

Why wouldn't you, if you had the opportunity? And why are some people asking why the OP went to Dublin from Athlone, as if it makes a difference. If I wake up in the morning and decide to drive to Donegal to buy a bacon sandwich from a cafe in Gweedore that's my prerogative, and does not excuse crappy service on my arrival.

For clarity, I meant WhatTF, not WhyTF...

Genuinely interested.

LynnGrace

dslamjack wrote: »

Well I did not name the restaurant because as the Mod pointed out
And she is right,the GM has rang me back at 4.30 or so,and I took the excellent advice given above to take all emotion out of it and passed the phone to my wife who has worked in corporate PR for 30 year's,even though I have worked in customer service for nearly 40 year's and am well used to dealing with difficult circumstance's.
So he wish's to investigate further and will ring us tomorrow , at least he had the decency to ring me - I do not wish for anything other than for them to recognise that a bad mistake was made and that a customer was treated appallingly.
I am not looking for a free meal or anything else,just acknowledgement of what happened and an honest apology ,not I'm sorry see ya now,bye and hang up.
Faith is right all restaurant's,pub's, etc and indeed any business dealing with the public should stride to achieve the highest standard's and the public should expect no less either.
As I said above ,common decency ,good manner's and soap as old timer's used to say cost nothing.
I will let you know how I got on.

That is exactly how I would feel in your shoes.

They treated you and your group like dirt. There is no excuse for that.
Am glad that you took on board the advice given. You absolutely did the right thing. Well done.

dslamjack

I just can't believe the response to what I thought was just me getting upset over nothing .. as Faith the Mod pointed out the highest standard's are required - no matter if it's the food van at a concert,the local take away or the classiest restaurant in town.
And thank you LynnGrace,and the other's above who advised to remove all emotion and to stick to the fact's.
I did right to come here for your good advice .. so thank you all.

weldoninhio

percy212 wrote: »

That's not what I said, but in fact if the restaurant has any business sense they would offer SOMETHING to the OP. Cop on to yourself with your useless lazy predictable one liners.

percy212 wrote: »

they need to restore the lost goodwill by offering something else to the OP.

Thats 100%, exactly what you said.

InTheTrees

There's nothing more disappointing than experiencing crap service in a crap restaurant that happens to be in an amazing location. It feels like a con or a rip off.

So reviews are important. Get the word out there. Trip Advisor is good, tourists especially read it. And Twitter can be very effective.

dslamjack

Just to update you all,I have just finished talking to the GM of the restaurant on the phone ,after his investigation he offered a genuine sincere and very gracious apology .. which is what I thanked him for and accepted.
He was not present on the night,and made no attempt to excuse his staff for what had happened and said he was appalled at the way we were treated.
I did not ask for recompense or a freebie and none was offered and none was expected,just acknowledgement that a situation was very badly handled .. I was asked to please return and to ask for the GM who who attend to us personally .. I cannot ask for fairer than that.
He is going to find out did a member of staff take a tele booking or through the door reservation without checking the website or system and rectify their website and staff training,to make sure a customer does not have the experience we did again.
Again I thank you all for your invaluable help and advice .. and it's prove's the old add adage right - if you don't complain at the point of bad service - how would you expect thing's to improve in the future - again thank you all.

Thoie

dslamjack wrote: »

Just to update you all,I have just finished talking to the GM of the restaurant on the phone ,after his investigation he offered a genuine sincere and very gracious apology .. which is what I thanked him for and accepted.

All's well that ends well. Think you'll give them another try?

Giacomo McGubbin

Faith wrote: »

Gotta say that I'm disappointed at the standard of responses here.

1. A popular restaurant did not answer its phone after multiple attempts
2. They had a voicemail system set up
3. They had an online booking system
4. The OP attempted to book both by voicemail and online
5. He had a booking confirmation
6. The restaurant refused to honour his booking with weak excuses

"We don't check our voicemail" is not a valid excuse. The restaurant was inexcusably wrong in this scenario, so all of the snarky responses are both rude and unhelpful.

Furthermore, the OP mentions that both he and his wife don't dine out often, as they are both very unwell. I think he can be excused for thinking a booking confirmation was all he needed in this case :rolleyes:.

And finally, a quick look at his posting history indicates that he lives in DCN, which is presumably why he drove his family there. The relations were in Athlone; he brought them to his home neighbourhood.

So, yeah, it's great that he could find another restaurant nearby, but that does not excuse the sh*tty customer service and bad business practices from the original place.

I agree. It's baffling how so many people were on here defending the restaurants extremely shoddy treatment and contempt for potential customers, and asking what does he hope to achieve and interrogating and having a go at him ? Bizarre. Ireland is strange place.

percy212

You want to win a fight about the construction of a sentence? Ok you win you big fat baby.

The fact remains that Irish businesses have no idea of what customer service means, or the impact that bad service has on the bottom line. The OP is 100% correct to be annoyed, and the business needs to make an effort to correct their **** up on the day in question. Its business sense, and common sense.

You probably don't know a lot about either Smelldon.

Edit: I see the OP has received a heart felt apology. Not really good enough given the distance he traveled to honour his side of the booking he made. A bigger effort needs to be made by the restaurant.

weldoninhio wrote: »

Thats 100%, exactly what you said.

Faith

Mod Note: dslamjack, I'm very glad that you resolved the issue to your satisfaction.

I'm going to close this thread now, as it has run its course and is descending into bickering. If you'd like it re-opened, please just PM one of the Food mods.