Pelican's Net

In a nut shell- We can't fix a problem that we don't know exists - these people were approached several times by several of the service staff and could have voiced their concern regarding cold food at any of those junctures - you don't eat all of the food and then decide you aren't happyI have
been in the restaurant business for years - I have witnessed every conceivable attempt to get a meal complimentary - I don't comp meals! A manager with "years experience fielding complaints" should know better. The restaurant had just filled with several guests - guest are informed of such upon arrival so they are forewarned that service may be a little slow so they could decide to stay or to go elsewhere. There are four front of house severs to attend to all guests - a total of twelve tables. The air conditioning is set at degrees - so it wasn't 85 There is no way it took 15- minutes to get a beer - it did take the server a few extra minutes to locate the "shandy" in the wacooler as this was a discontinued itemThe waiter ( he is not the cook nor is he the manager) informed the guest "good news/ bad news ( there was one left) You see, he went the extra mile to see if there were any left instead of just saying no we don't have thatSometimes the extra mile takes a little longer. As for ice water Our in-house surveillance reveals the server taking the dinner order minutes after the guests were seated. It also reveals him checking on the guest at minutes seconds after placing their food in front of them ( while this is longer than our standard of -minutes) we were busy. Both guest nodded and said "fine , fine" at this juncture when asked how everything was. Had the server been informed at that time the food could have been re-warmed - As for the food being "ice cold " No way -our service-ware (plates, bowls, casseroles, etcare preheated in a holding oven long before any food is plated - servers use hand towels to be able to hold the dishes - attention to the infant may have led to the cooling of the food As for being charged twice and at two differing amounts this is totally - verification through the card processing provider revealed that only one swipe was made on this card for our terminal id number. The posting for the second hold to which is mentioned was for a different vendor earlier that dayI am sorry these guests who "We did not want anything for free" but called the restaurant within minutes of leaving trying to convince the cashier to refund the charge by attempting to convince her that she entered their card twice albeit for two differing amounts - she didn't just fall off the turnip truck. Its a shame they have to exaggerate their story. In the Spirit of Hospitality, Cheers! Mark