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资质规则
旅行
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Sally S
Lunch experience
Castle Zaman的点评
点评：This restaurant requires customers to place their food orders in advance. Despite following this requirement, I arrived to discover that my order had been changed without my knowledge or consent. I was informed that veal was the only available option, which I do not eat.
What made the situation worse was the attitude of a female staff member, who questioned why I wasn’t eating the food. I found her comments unnecessary and unprofessional. Customers should not have to defend their dietary preferences, particularly when the restaurant has failed to provide what they originally ordered.
Initially, I was charged despite not eating anything.
After we requested to speak to the manager, he eventually refunded the payment and personally apologized. I genuinely appreciate that gesture, and I believe it is fair to acknowledge it.
However, his explanation that the staff member was working alone and under pressure did not justify the experience. Being busy may explain a mistake, but it does not excuse poor communication or disrespectful treatment.
The explanations regarding the payment and why the food had been prepared were also confusing and did little to restore my confidence in how the situation was managed.
What should have been an enjoyable evening during my vacation turned into an upsetting experience that left me without dinner.
I understand that mistakes happen in hospitality. What matters is how they are prevented and handled. A refund and an apology are appreciated, but they do not erase the original experience.
I am not leaving this review to attack anyone personally. I am sharing what happened because customer feedback should be respected, not dismissed simply because a refund was eventually provided.
I hope the restaurant takes this feedback seriously and improves its communication, order management, and customer service.
What made the situation worse was the attitude of a female staff member, who questioned why I wasn’t eating the food. I found her comments unnecessary and unprofessional. Customers should not have to defend their dietary preferences, particularly when the restaurant has failed to provide what they originally ordered.
Initially, I was charged despite not eating anything.
After we requested to speak to the manager, he eventually refunded the payment and personally apologized. I genuinely appreciate that gesture, and I believe it is fair to acknowledge it.
However, his explanation that the staff member was working alone and under pressure did not justify the experience. Being busy may explain a mistake, but it does not excuse poor communication or disrespectful treatment.
The explanations regarding the payment and why the food had been prepared were also confusing and did little to restore my confidence in how the situation was managed.
What should have been an enjoyable evening during my vacation turned into an upsetting experience that left me without dinner.
I understand that mistakes happen in hospitality. What matters is how they are prevented and handled. A refund and an apology are appreciated, but they do not erase the original experience.
I am not leaving this review to attack anyone personally. I am sharing what happened because customer feedback should be respected, not dismissed simply because a refund was eventually provided.
I hope the restaurant takes this feedback seriously and improves its communication, order management, and customer service.
翻译：这家餐厅要求顾客提前点餐。虽然我遵照了这一规定，但到店后却发现我的订单在未经我知情或同意的情况下被更改了。店员告诉我，现在只有小牛肉可供选择，而我是不吃小牛肉的。
更糟糕的是，一位女店员的态度也实在让人不满。她质问我为什么不吃面前的食物。我觉得她的言论毫无必要且极不专业。顾客没必要为自己的饮食偏好辩护，尤其是当餐厅未能提供他们原本点餐的时候。
起初，我什么都没吃却被收费了。
在我们要求与经理通话后，他最终退还了费用并亲自道歉。我真心感激这一举动，我觉得予以肯定也是合理的。
不过，。他解释称，那名工作人员当时独自工作且承受着巨大压力，但这一解释并不能为所发生的情况开脱。工作繁忙或许能解释为何会出现失误，但却不能成为沟通不善或态度失礼的借口。
关于付款事宜以及为何要准备食物的解释也让人摸不着头脑，这些解释几乎无法恢复我对餐厅处理此事方式的信任。本应是度假中一段愉快的夜晚，结果却变成了一次令人不快的经历，甚至导致我没能吃上晚饭。
我明白在服务业中失误在所难免。关键在于如何预防和处理这些失误。退款与道歉固然值得感激，但它们也无法抹去那段糟糕的体验。
我写下这条评论并非想针对任何人。我分享这段经历，是因为客户的反馈理应得到重视。这种情况不应仅仅因为最终给予了退款就被忽视。
希望这家餐厅能认真对待此反馈，并改进其沟通方式、订单管理以及客户服务。
更糟糕的是，一位女店员的态度也实在让人不满。她质问我为什么不吃面前的食物。我觉得她的言论毫无必要且极不专业。顾客没必要为自己的饮食偏好辩护，尤其是当餐厅未能提供他们原本点餐的时候。
起初，我什么都没吃却被收费了。
在我们要求与经理通话后，他最终退还了费用并亲自道歉。我真心感激这一举动，我觉得予以肯定也是合理的。
不过，。他解释称，那名工作人员当时独自工作且承受着巨大压力，但这一解释并不能为所发生的情况开脱。工作繁忙或许能解释为何会出现失误，但却不能成为沟通不善或态度失礼的借口。
关于付款事宜以及为何要准备食物的解释也让人摸不着头脑，这些解释几乎无法恢复我对餐厅处理此事方式的信任。本应是度假中一段愉快的夜晚，结果却变成了一次令人不快的经历，甚至导致我没能吃上晚饭。
我明白在服务业中失误在所难免。关键在于如何预防和处理这些失误。退款与道歉固然值得感激，但它们也无法抹去那段糟糕的体验。
我写下这条评论并非想针对任何人。我分享这段经历，是因为客户的反馈理应得到重视。这种情况不应仅仅因为最终给予了退款就被忽视。
希望这家餐厅能认真对待此反馈，并改进其沟通方式、订单管理以及客户服务。
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