Most unwelcoming and unpleasant experience - Hillstone New York - Reserveringen te koop
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🤮 1/5 - Most unwelcoming and unpleasant experience
By 👻 @Arielle F, 12/15/2022 3:00 am
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My mother and I were in town for the day and saw there was a Hillstone near by. We have dined at Houston’s in Boca Raton, Florida (for over 15 years), Hillstone in Coral Gables, Florida, and Woodmont Grille in Bethesda, Maryland. We love the Hillstone group. Safe to say we are huge Hillstone group fans. Unfortunately, the experience we had today when we came in for lunch around 2:30pm was far worse than unpleasant. Upon approaching the hostess stand (as walk-ins), we were told by the hostess, who had blonde hair - younger lady - that the wait would be 30-35 minutes. Understandable wait time given it was still still lunch time. It should be noted that about half the dining room had empty tables. Of course, we assumed those were reserved for customers with reservations. At the time of our arrival, there were about three parties ahead of us. Those parties were all sat before us. When all those parties were sat, it was just my mother and I waiting for a table, and we were next on the list to be sat. While we were waiting, 3 or 4 more parties came in after my mother and I (as walk ins). three of those walk-ins were sat within 15 minutes - BEFORE my mother and I. As I stated above, my mother and I were the only ones waiting for a table after the parties ahead of us were sat. After about 30 minutes, my mother asked for an update on how much longer it would be until we were seated, to which she received a response, “about 10-15 minutes.“ After 45 minutes total of waiting, I approached the hostess stand and asked for an update on when we’d be seated. I was told by the hostess that there were two other walk-ins in front of us, and that it would be “about 10-15 minutes.” After a full hour of waiting to be seated, after being told there was a wait time of 30-35 minutes, I stated, “you said 10-15 minutes 15 minutes ago?” The hostess smirked and said that one of the staff left their shift early so they are unexpectedly down a person. I understand being short-handed on staff, however, this was simply not the case here. 3 walk-ins (who came in well after my mother and I did) were sat before us. On top of that, we were being given the same song and dance for an hour and lied to by the hostess - specifically, that there were still two walk ins ahead of us, when we were the only people waiting at the time! I asked to be removed from the list and the hostess smirked at me, did not apologize, did not try and make things right. Extremely disappointing and does not meet the standards a customer expects when dining at a Hillstone restaurant. This experience left such a horrible taste in my other and I’s mouth (loyal Hillstone group customers), and we will not be returning any time soon due to this terrible experience.
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