I made a reservation almost a week in advance for a family gathering; it was for 7 PM on Saturday. I spoke to someone on the phone, so as not to be confused that the reservation was made online, who said, "we'll be looking forward to seeing you on Saturday night".
My family and I arrived a few minutes before 7, and my niece informed the hostess we were there. The hostess let her know the table where we were to be seated already had a large party who had just been served their entrees; clearly not a good sign.
Over the next hour, myself as well as my niece, asked the hostess about the status of us being seated. NEVER during this time did she or anyone from the restaurant come to us to explain or offer any apology. The hostess always REACTED vs. being PROACTIVE. By 7:50, I was clearly annoyed and told "they're getting the check now". I firmly told her, "this is unacceptable" and let her know she had made no attempt to explain or apologize. She agreed and we never saw her again. Another hostess came over at 8:10 to let us know "we'll take care of things with appetizers". Eventually we were seated at 8:15! True to her word, appetizers came quickly, served by the owner? who apologized for the wait. The dinner that followed was delicious and we all enjoyed the food.
However, we all agreed the delay and absence of explanation and/or apology for over an hour when we had a reservation colored our reaction to the evening, adversely.
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