Made to feel unwelcomed…sad experience for me, my husband and my daughters. - MILA Miami Beach - Reserveringen te koop
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🤮 1/5 - Made to feel unwelcomed…sad experience for me, my husband and my daughters.
By 👻 @Conchi G, 03/19/2023 3:00 am
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I came to this restaurant yesterday with my husband and two daughters for what we thought would be a lovely dinner. We drove over an hour to get there only to find five bouncers/hostesses deciding who would be let in at the door downstairs. We felt like people were not being let inside in the order they had arrived but we waited patiently. After trying to get the attention of one of them they found my husband’s name and reservation on what looked like a small iPad device and let us in and fold up to go up the elevator to the third floor. There was a long line for the two elevators so we went up the stairs. By the time we got up to the host/hostess stand, the gentleman informed us that it was 7 minutes past the reservation grace period and we had lost our opportunity to be seated. We kindly let him know we had been waiting downstairs for over 15 minutes to even be let in…we were aware of their lateness policy and we were sorry we had gotten to him at the time we did but we arrived on time just were not let inside in a timely way therefore we appeared to be late to him but were not really late to arrive. He showed no understanding or empathy. He let us know our options…we could sit at one of the two bars and eat dinner there…they were completely packed and the likelihood of finding four seats together was not possible. He said he could put our name “back in the rotation” for a table but he didn’t know how long it would take and that it might not even be possible to get us a table. We were so disappointed but we still asked to be put back in the rotation and went to the bar to have a drink and wait a little as we thought a table would come up for us. We went to both bars and could not get the bartenders’ attention. We went back to the inside bar and were able to get some drinks to enjoy while we waited. After about another 30 minutes, I went back to the host to see if he had any good news. He informed me that since they were so full, no tables had become available and he didn’t think any would become available for us. Again, he had no idea if we would be offered a table or how long it would even take. We could wait but he could make no guarantees. Mind you we had a chance to see the restaurant for the 45-30 minutes that we were there and there were plenty of empty tables inside and outside. After feeling completely unwelcome and frankly unvalued as guests, we found we had no other option but to leave. There was no mention by the many staff members we walked by of sorry, hope you can come join us on another night…nothing. Not because it’s us or anything but we are a lovely family with college age daughters…we had a reasonable thing happen that made us look late to host upstairs while we were there on time to the restaurant and were just so completely disappointed by the way we were treated. There were so many employees there just standing in the entrance downstairs, in the stairwell and in the check in area upstairs yet they were not able to get us inside in a timely fashion and when we did get in, the customer service was poor and made us feel unwelcome and undervalued. The hostesses and bouncers had headphones attached to radios along with little iPad devices where they could see our reservation and name…don’t you think that they could communicate with each other to let the upstairs hosts know when we arrived downstairs? I saw them do it for some people but apparently they didn’t think of doing it for us…they could have como aged through their ear piece or they could have marked us as arrived in the iPad device where they looked up our reservation but they didn’t. Why have so much wonderful technology of they don’t use it to care for their guests and give them the best experience possible. The worst part of the night is that when we woke up this morning open table sent us a message that we since we did not show up for our reservation, they were going to charge us a penalty. Thank God my husband held on the the bar receipt…$88.00 for three drinks…it was a lot but we happily paid it as it helped pass the time…we sent a picture of the receipt to the person who let us know of the penalty and they removed it. I gave my name and reservation time to three different people at the restaurant and none of them marked us as present…I do t understand. It was bad enough to be recommended to leave by the host but to be charged a penalty for never having gone when we clearly were there for almost an hour in total was really sad. This is a lovely restaurant, the food looked delicious, the cocktails were lovely and the music was great…it’s a shame we did not get the opportunity to enjoy it to the fullest. I hope restaurant takes better care of their guests because it would really be sad for others to experience the same thing my husband, daughters and I had to go through. This could have all been handled differently and we as guests would have not been made to feel unwelcome and disappointed after so looking forward to this night.
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