拥有或管理这家酒店？ 免费获取您的详情页以便回复点评、更新资料或者进行其他操作。
下载App
资质规则
旅行
账户
Customer service
Steve W
Customer service
R+D Kitchen的点评
点评：I am writing in regards to less than satisfactory customer experience in your Newport Beach outlet. Sunday afternoon we attempted to dine with a party of 5 plus our infant for dinner. Upon arrival and checking in with the greeter, we stated our party size and we given a wait time. Since my wife and I arrived first with our 4 month old we decided to wait for a table. While waiting we grabbed a couple drink at the bar until our table was ready. We clearly gave the host/ greeter the number in our party and no one stated any issue with the size of the group. We were then seated where we waited for the other members of our party to arrive. Once everyone arrived the host/greeter approached the table to ask us to leave because we exceeded the maximum amount of guest the restaurant serves. The booth we were seated, accommodated 5 adults and the infant very comfortably. My guest and I were taken by surprise when we were informed of this information. The “greeter” informed our party that it clearly states the policy online.
My party and I were shocked when were we informed of this, since we were initially seated and waited for the table in the first place. We ask to speak to the manager, when speaking to the manager she informed us of the same policy and did not help to find a solution to the situation, just to give a poor version of the same policy. Myself and the other guest in my party have work in f&b / hospitality industry combined for over 75years. Not once have we seen or experienced this level of service.
My party was tired and hungry, we waited to be seated, and then asked to leave. I respect that your organization has service guidelines and policies to help better serve and enhance the experience of its guests, but the fact we were seated and asked to leave was embarrassing, frustrating and a waste of time. The manor in which the situation was handled was less than professional.
Being located in a shopping center the policy does not seem to fit the location. How many people shopping check a restaurants policy “online” before entering? Perhaps it should be posted outside? The fact that they wasted our time by seating us, to then be informed after the fact was the most unprofessional. Did the “greeter” really have to come back to the table to ask us to leave after it was their mistake to seat us? I please ask that additional training and education of customer service be addressed at this location. We do not intend to endorse this restaurant or any other restaurant in the Hillstone restaurant group to any of our guest or friends.
• The smirk on his face “greeter” when we were leaving was what really frustrated me, besides working in this industry and knowing that I would have never handled this situation like this. The manager was also useless as she did not help in diffusing the situation or finding compromise.
My party and I were shocked when were we informed of this, since we were initially seated and waited for the table in the first place. We ask to speak to the manager, when speaking to the manager she informed us of the same policy and did not help to find a solution to the situation, just to give a poor version of the same policy. Myself and the other guest in my party have work in f&b / hospitality industry combined for over 75years. Not once have we seen or experienced this level of service.
My party was tired and hungry, we waited to be seated, and then asked to leave. I respect that your organization has service guidelines and policies to help better serve and enhance the experience of its guests, but the fact we were seated and asked to leave was embarrassing, frustrating and a waste of time. The manor in which the situation was handled was less than professional.
Being located in a shopping center the policy does not seem to fit the location. How many people shopping check a restaurants policy “online” before entering? Perhaps it should be posted outside? The fact that they wasted our time by seating us, to then be informed after the fact was the most unprofessional. Did the “greeter” really have to come back to the table to ask us to leave after it was their mistake to seat us? I please ask that additional training and education of customer service be addressed at this location. We do not intend to endorse this restaurant or any other restaurant in the Hillstone restaurant group to any of our guest or friends.
• The smirk on his face “greeter” when we were leaving was what really frustrated me, besides working in this industry and knowing that I would have never handled this situation like this. The manager was also useless as she did not help in diffusing the situation or finding compromise.
翻译：我写这封信是关于纽波特海滩分店的客户体验不太令人满意。周日下午，我们尝试与 5 个人加上我们的婴儿共进晚餐。抵达并与迎宾员办理入住手续后，我们说明了我们的聚会人数，并给出了等待时间。由于我和妻子带着四个月大的孩子先到，我们决定等一张桌子。在等待的时候，我们在酒吧喝了几杯，直到我们的桌子准备好。我们清楚地向主人/迎宾员提供了我们聚会中的号码，没有人对团体的规模提出任何问题。然后我们坐在原地等待我们队伍的其他成员到来。当每个人都到达后，主人/迎宾员走近餐桌要求我们离开，因为我们超出了餐厅接待的最多客人数量。我们坐的包间可以容纳 5 名成人和婴儿，非常舒适。当我们得知这一信息时，我和我的客人都感到惊讶。 “迎宾员”告知我党，网上明确写明了政策。
当我们得知此事时，我和我的团队感到震惊，因为我们一开始就坐下来等待餐桌。我们要求与经理交谈，当与经理交谈时，她告诉我们相同的政策，但没有帮助找到解决方案，只是给出了相同政策的糟糕版本。我本人和同行中的另一位客人在餐饮/酒店行业工作了 75 年以上。我们从来没有见过或经历过这种水平的服务。
我的队伍又累又饿，我们等着坐下，然后要求离开。我尊重贵组织制定的服务指南和政策，以帮助更好地服务和增强客人的体验，但我们坐下并被要求离开的事实令人尴尬、令人沮丧，而且浪费时间。处理此事的庄园并不专业。
由于位于购物中心，该政策似乎不适合该位置。有多少购物者在进入餐厅之前“在线”查看餐厅政策？也许应该张贴在外面？他们让我们坐下来浪费了我们的时间，然后事后才通知我们，这是最不专业的。在给我们安排座位是错误的之后，“迎宾员”真的必须回到餐桌要求我们离开吗？我请求在此地点提供额外的客户服务培训和教育。我们无意向我们的任何客人或朋友推荐这家餐厅或 Hillstone 餐厅集团中的任何其他餐厅。
• 当我们离开时，他脸上“迎宾”的傻笑让我真正感到沮丧，除了在这个行业工作并且知道我永远不会像这样处理这种情况。经理也毫无用处，因为她没有帮助缓解局势或寻求妥协。
当我们得知此事时，我和我的团队感到震惊，因为我们一开始就坐下来等待餐桌。我们要求与经理交谈，当与经理交谈时，她告诉我们相同的政策，但没有帮助找到解决方案，只是给出了相同政策的糟糕版本。我本人和同行中的另一位客人在餐饮/酒店行业工作了 75 年以上。我们从来没有见过或经历过这种水平的服务。
我的队伍又累又饿，我们等着坐下，然后要求离开。我尊重贵组织制定的服务指南和政策，以帮助更好地服务和增强客人的体验，但我们坐下并被要求离开的事实令人尴尬、令人沮丧，而且浪费时间。处理此事的庄园并不专业。
由于位于购物中心，该政策似乎不适合该位置。有多少购物者在进入餐厅之前“在线”查看餐厅政策？也许应该张贴在外面？他们让我们坐下来浪费了我们的时间，然后事后才通知我们，这是最不专业的。在给我们安排座位是错误的之后，“迎宾员”真的必须回到餐桌要求我们离开吗？我请求在此地点提供额外的客户服务培训和教育。我们无意向我们的任何客人或朋友推荐这家餐厅或 Hillstone 餐厅集团中的任何其他餐厅。
• 当我们离开时，他脸上“迎宾”的傻笑让我真正感到沮丧，除了在这个行业工作并且知道我永远不会像这样处理这种情况。经理也毫无用处，因为她没有帮助缓解局势或寻求妥协。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
