1 reviews | Active since Nov 2013
Clay Cafe Hout Bay
I booked a 10 seat table for my daughter and her friends about a month in advance. It happens to be due to the fact that its her birthday in the week leading up to the booking date. BUT its not a party. It's a treat for her and her friends. Some of the parents of her friends have asked me if they can wait while their kids join the group, which I think is a fair request - in today's climate, you cant be too sure about dropping your child off with strangers - and I would do the same if my daughter was invited to join her friend(s). This has therefore increased the group to 13 people. I emailed the store (as directed on their website) and requested additional seating. They responded to say it's not possible, I then asked them to book a separate table to accommodate the additional people. An employee/owner named Gillian then called me to reiterate that it's not possible.. even one additional person would be a problem. I then explained my situation but she did not want to hear any of it. No accommodation was made. She told me that I should have booked a party. The Party option requires additional money - catering and party packs and a cake etc. I am not having a party at the venue. I am just treating my daughter and her friends to a day out at the Clay Café. I tried suggesting that 3 chairs be added to the table - but Gillian insisted that cannot be done. All of the attendees will not even be painting. I also asked if there were any cancellations, could I then be granted the additional seats.. she said they keep the cancellations for walk ins. So I said if your website booking is fully booked, are you saying that there cannot be any walk ins either to which she rep**** that walk ins have a 45min wait.. I also asked for a later booking - because she was adamant that their busiest time of the day is at 1pm during which we have our booking for. She said that I was missing the point. What point is that exactly? I don't think that I had an unreasonable request. I have always had good experiences at the Clay Cafe. But this time there were no solutions presented to me - only that I should inform the parents that they need to drop their kids off and go.
What a pity.
I cant cancel the booking because it will result in extreme disappoint to my daughter and her friends. I cannot tell the parents wanting to join that they have to drop and go and I cannot uninvite people, so it looks like I have to bite my teeth and accept that I need to go to the Clay Cafe and spend money in a store that I wish I didn't have to. AND I am going to have to leave my five year old son, my husband and one other family member out to satisfy the demands of the Clay Cafe. I guess I should get used to the fact that it will be anxiety stricken 3 hours for me.. did they spit in my food? Will they be nice to us after this post? Will my sweet daughter gain a terrible memory from this experience...
I thought this was worth sharing. Too many times do we just accept defeat over compromising (in the least).
#pleasedontcancelmybookingimsorryforgiveme
We appreciate you taking the time to write this review, and we would if possible try to explain again as to why we cannot unfortunately accommodate you.
In order to keep all of our customers happy we keep our kiddies parties to a minimum of 2 per weekend day.
This allows for the parties to be well managed, and not intrude too much on other seated tables. Any booking of 12 or more people is considered a party and thus requires separate catering and a deposit. This also allows the kitchen to handle all the orders, and service to flow easily.
Many people attempt to bypass this system by only booking for 10 and then bringing in more guests or booking another table under another name. Although we usually turn a blind eye, as soon as it impacts on all our other guests we have to stand our ground. It is also a weekend requirement that at least half the table does ceramic painting, as we are first and foremost a ceramic painting venue. As you mention your three extra invitees would not be painting.
We are always open to helping a party parent out, should there be any extra parents coming etc.
However this Sunday has a terrible weather forecast, which means that all our outdoor tables will not be in use, and the area where you are booked, requires waiters running up and down in howling wind conditions.
There are 3 tables in that area and they are all ten seaters, with no space to add extra chairs, in doing so we would inconvenience all the other tables. We could have perhaps have made a plan if it was brought to our attention sooner than two days before the event.
We always strive to ensure that every customer has a great experience, we are human and sometimes drop the ball , but overall we do our damndest to help everyone.
Please be assured that we are first and foremost professionals and will definitely not be "spitting in your food " - in fact we will go out of our way to ensure your daughter has a lovely birthday as all children should, regardless of your demands and your choice to be anxious.
Kind Regards
Gillian
We appreciate you taking the time to write this review, and we would if possible try to explain again as to why we cannot unfortunately accommodate you.
In order to keep all of our customers happy we keep our kiddies parties to a minimum of 2 per weekend day.
This allows for the parties to be well managed, and not intrude too much on other seated tables. Any booking of 12 or more people is considered a party and thus requires separate catering and a deposit. This also allows the kitchen to handle all the orders, and service to flow easily.
Many people attempt to bypass this system by only booking for 10 and then bringing in more guests or booking another table under another name. Although we usually turn a blind eye, as soon as it impacts on all our other guests we have to stand our ground. It is also a weekend requirement that at least half the table does ceramic painting, as we are first and foremost a ceramic painting venue. As you mention your three extra invitees would not be painting.
We are always open to helping a party parent out, should there be any extra parents coming etc.
However this Sunday has a terrible weather forecast, which means that all our outdoor tables will not be in use, and the area where you are booked, requires waiters running up and down in howling wind conditions.
There are 3 tables in that area and they are all ten seaters, with no space to add extra chairs, in doing so we would inconvenience all the other tables. We could have perhaps have made a plan if it was brought to our attention sooner than two days before the event.
We always strive to ensure that every customer has a great experience, we are human and sometimes drop the ball , but overall we do our damndest to help everyone.
Please be assured that we are first and foremost professionals and will definitely not be "spitting in your food " - in fact we will go out of our way to ensure your daughter has a lovely birthday as all children should, regardless of your demands and your choice to be anxious.
Kind Regards
Gillian
This is long overdue.
After the review and response from Gillian, I received a phone call from the Clay Café where they explained that they had a cancellation and would be able to accommodate my larger requested group - BUT it was too late - I had already unfortunately uninvited some of the parents who wanted to join.
This is simply what I had asked of the Clay Café when they couldn't accommodate my request initially, so I appreciate that this was done.
On the day of the event, we arrived and I must say it was a very pleasant experience. My daughter and her friends had a wonderful time. The staff was very attentive and helpful. The food was delicious and the atmosphere was friendly.
Within a few weeks, I received confirmation that the glazing process was complete and that the items could be collected. Two of them were unfortunately damaged in the process, but the Clay Cafe's policy is to provide a voucher for any damaged items. So thank you to the Clay Café for an overall lovely day where we got to celebrate my little girl.
Sincerely
Nafisa
This is long overdue.
After the review and response from Gillian, I received a phone call from the Clay Café where they explained that they had a cancellation and would be able to accommodate my larger requested group - BUT it was too late - I had already unfortunately uninvited some of the parents who wanted to join.
This is simply what I had asked of the Clay Café when they couldn't accommodate my request initially, so I appreciate that this was done.
On the day of the event, we arrived and I must say it was a very pleasant experience. My daughter and her friends had a wonderful time. The staff was very attentive and helpful. The food was delicious and the atmosphere was friendly.
Within a few weeks, I received confirmation that the glazing process was complete and that the items could be collected. Two of them were unfortunately damaged in the process, but the Clay Cafe's policy is to provide a voucher for any damaged items. So thank you to the Clay Café for an overall lovely day where we got to celebrate my little girl.
Sincerely
Nafisa