Cadillac Ranch National Harbor

RE: Reference #[redacted]
| received the recent complaint from [redacted]. Unfortunately, we are unable to resolve this request with [redacted] as she was not charged for the disputed item. We would be happy to provide her with an itemized copy of the receipt, however, we have no...

receipts matching her last name. The guest that ate the dessert was charged for it and the copy of her bill is provided.

Review: The weekend of June 7th I went to National Harbor for my birthday. The locations I had went to throughout the night was great, but then I regretfully approached the entrance of Cadillac Ranch. My brother entered and my friend after, who is the age of 23. When I approached the door, the bouncer abruptly stopped me from entering and told me I had to be 25 years of age to enter per company policy. I thought he was obviously lying since he didn't even hesitate to let my 23-year-old friend through the front door, seconds earlier. I didn't make a big deal about it as there are plenty of other bars in the area that would appreciate my business. The following week I contacted customer service about their policy and when they confirmed Saturdays were 25 years and older, I let them know my concerns about their staff being unprofessional, and potential discrimination towards Asian-American people. I was then contacted by management a Christine S[redacted], who apologized, but immediately passed the blame of to a security company that they contract out to "[redacted]". I then continued to try to contact the manager on the company not taking responsibility for their actions and passing the blame off it took over a week to get a response. Christine responded with "I'm sorry for the way you feel", again not taking responsibility as a company that hired these contractors. When I looked for contact information for "[redacted]" nothing was found in [redacted]. This leads me to believe that the General Manager of Cadillac Ranch not only wasn't sorry, but lied to me about the company that they contracted out to, if they contract out to anyone at all. If this company wasn't in such a prime location I am positive it would fail miserably. Not only did Christine do a horrible job of resolving the issue, I then tried to contact the corporate office of the incident. One month later... No response.Desired Settlement: I want some one to officially take responsibility of that bouncer's attitude and discrimination towards me. The company needs to give me the contact information of the security company and not some empty name. This is a business in the service industry, but they have the worst service I have ever received just at the front door. If you can't even have someone approach the front door without feeling offended, the company has a lot more issues then their independent contracting selection skills. Learn to say I'M SORRY for the actions of OUR EMPLOYEES.

Business

Response:

August 09, 2014[redacted],I recently received correspondence from The Revdex.com, regarding your experience at my restaurant. I was certainly disappointed that you thought my response was both hollow and inadequate, that was not my intention. My intention was to let you know that I took the situation seriously, I would address it with the security personnel in questions and there would be consequences if it happened again. I am sorry for the way you were treated. I am further apologetic that your concerns were not addressed to your satisfaction. I am not dismissing my responsibility for the situation, I have personally emphasized to all our security personnel the importance of making sure we are uniformly enforcing all policies and continue to monitor their performance on a weekly basis.I appreciate you bringing this issue to our attention so future guests do not have a similar experience. I certainly do not want you to have such a negative perception of Cadillac Ranch. We strive to deliver exemplary customer service and would appreciate another opportunity to provide that experience.Sincerely,Christine SCadillac Ranch National Harbor

Review: I went to this restaurant with a few acquaintances on a Saturday evening for dinner. The wait for a table was a half an hour so we decided to go up to the upstairs bar to have a drink and talk before we could sit down. Surprisingly, there was no one in the bar area. There were two bar tenders and two bar backs. We sat down and waited for service. Half an hour later we still had not been asked for help. One of the bartenders slowly counted money half time and then the other half joined in conversation with the other bartender and the bar backs. We finally asked if we could have a drink and we received a drink before we went to the table. Dinner was great, food was great. We were charged gratuity, which I thought was strange. I asked why we were charged gratuity on a 4 top and the server stated that they charge gratuity on everything after a certain time. I understand some people may not tip, however the idea of gratuity is to encourage good service. After dinner we went back up to the upstairs bar so that we would not take up a table, as there still was a line for tables. Once again we did not receive any service, and instead of just talking the bar tenders were taking shots. The few people that were up there never received any service, except for the bar tenders, so we left. It was hands down the worst respect I have ever received at a bar. This bar is across the street from a convention center and I think that it is embarrassing to treat new people in town this way. All we wanted were some drinks before or after dinner.Desired Settlement: I would like a recognition of this disservice. I would like an apology for terrible service when there was no reason for the exorbitant wait. I also believe that the owner/manager should install video cameras on the upstairs bar to prevent bar tenders from stealing alcohol and in order to avoid other liability.