The Rock Design Quarter

Disappointing Service Experience

My experience was disappointing, not because a heater needed to be moved, but because of how the situation was handled. My date and I were seated outside on a cold evening and had a heater positioned next to our table. Without any explanation or acknowledgment, a manager who goes by the name of Thomas came over and removed the heater from our table to give it to another group of guests. There was no communication, no apology, and no indication that another heater would be arranged for us. A few moments later, Thomas the manager returned and repositioned another heater to be shared between multiple tables. Again, there was no attempt to address us or explain what was happening. The issue was never the heater itself. We would have completely understood if another table needed it. The problem was the lack of basic courtesy and communication. A simple, “We’re going to move this heater to another table, but we’ll bring another one over for you shortly,” would have resolved the situation immediately. Unfortunately, when we politely asked a staff member named Linda or Lindi about what had happened, her response was dismissive and came across as rude. Rather than addressing our concern, she simply responded that another heater would be moved and walked away. Good service is often measured by the small interactions. While the food and atmosphere may be enjoyable, the lack of professionalism and courtesy from both the manager and staff left a negative impression on what was otherwise meant to be a pleasant evening!!