This weekend I had friends who wanted to try this new restaurant. They had made a reservation via Opentable. When we showed up for our 8pm reservation there was a short scramble and were told they've been having problems with Opentable, and even though we could show them the reservation, the response was oh well we are booked. Sorry.
Now I am not in the food service business so I may be a bit naive, but if this were my restaurant would have done the following: a) I would apologize multiple times, b) I would offer to fit you in asap, and c) if all else fails I would have called a couple of the other local restaurants where I might know someone and try to find a way to accommodate my party. Instead at 8pm on a Saturday night I am left searching for a restaurant.
Is their food any good? Who care if their service at step 1 stinks. I am left to let my imagination wander, and in this case it's not good.
There is a positive to this story. I call up one of the Vetri properties and though packed to the gills, they found a way to fit my party in and we had a great meal. Thank goodness someone understands service.