Reservations Not Honoured on Valentine's Day - Terrible Service

On the 27th of January 2020, I made a reservation for 2 people at 8pm for a Valentine's day (14th of February 2020) supper. I made the reservation 3 weeks early to secure the restaurant for my boyfriend and I.

On Valentine's day, traffic outside of Montecasino was intense. It took us 10 minutes from the robot to the parking booth. I made a phone call to the restaurant to inform them that we were just outside of the casino and that we will be a few minutes late, the lady on the phone assured me that my table was reserved.

My boyfriend and I were at Hussar Grill at 8:15pm, there was no one at the front door to acknowledge the waiting patrons. There were two couples in front of us who did not have a reservation therefore I went into the restaurant as I had made a reservation. The host was not at her table, I had to ask a waiter to confirm my reservation and get me a table.

I spoke to two other waitrons before I finally spoke to the hostess. (This took up 5 minutes of time). She disappeared for a few minutes to look for my table. Finally she got back to say she has a table for my boyfriend & I, as we walk to the table, another waitress, rude as hell, shouts at the hostess and says that the table is taken as a couple that is seated outside wants the table inside. So the hostess apologizes and offers to seat us at the bar with free drinks.

It is now 8:35pm, my boyfriend were hungry and tired of the treatment. We decided to walk out. I made a reservation, I expected the reservation to be upheld. I did call in advance to inform the restaurant that I will be late, I was assured my table was secure. Once I got to the restaurant, walk in couples & groups were given priority instead of couples who made reservations.

Another couple and us walked out as we both had made reservations and were not given tables. The Hussar Grill's manager Brian called me to apologize but my night was already ruined. He pleaded with us to come through the next day and offered us free drinks and dessert but it isn't about the free stuff. It's principle. If you are a restaurant that uses dineplan, surely you must honour your reservations first and not the walk ins, especially on a day like Valentine's Day. We actually lost our appetite.

This was supposed to be our first time ever at a Hussar Grill. Huge disappointment. If you want to go to Hussar Grill, don't ever go on special occasion days as they have no system of queuing, honoring of reservations or manners whatsoever.