sobe restaurant and lounge

Thank you for allowing a response to Mrs [redacted] 's letterWe always regret when one of our customers is dissatisfiedAs Issues arise, we make every effort to quickly find remedies, but Mrs [redacted] clearly was not happy with what we were able to offer her,Let me start by stating Sunday is our 3rd busiest day of the weekWe routinely serve more than guests every SundayBecause of the volume of customers and the propensity for guests to sit and enjoy the brunch buffet, there is often a wait to be seatedWhen Mrs, [redacted] made her reservation, we did advise her of our Guest Guarantee Policy, which was clearly stated (as below) in the contract she signedThis policy not only protects the guests from paying for guests who may not attend, but also protects the restaurant from reserving seats for guests who may not attend when those seats could be sold to other guestsThese policies that we employ are standard and customary throughout the hospitality industry.Guest Guarantee: Attendance must be confirmed seven (7) days prior to your private eventThis number will be considered your guarantee and final guest countYou will be charged accordinglyIf your guest count exceeds your guarantee, then we will make every effort to accommodate the additional guestsWe cannot, however, guarantee that all menu items will be availableAdditional fees will apply to the additional guests.Because of our Guest Guarantee Policy, we advised Mrs [redacted] to make the reservation for guests so that she would not have to pay for two additional guests who may not attend the brunchWe did tell her that we would try to accommodate additional guests on the day of her reservationAll she had to do was inform us of the increase, which she had every single day leading up to her reservation to notify usMrs [redacted] never contacted SoBe to warn us of the increase in guest countShe just showed up with two additional guestsHow could we know that her guest count had indeed increased? When Mrs [redacted] arrived, we had a table set for guests because she never informed us that her guest count had actually increased to guestsAt the time of her arrival, the restaurant was full and we were not able to add an additional table for two to her tableWe offered to sit the additional two guests separately if she wanted to be seated immediately upon arrivalShe opted to wait for all guests to be seated togetherThat decision caused her and her guests to wait approximately minutes before we were able to sit all guests togetherThat was a choice that Mrs [redacted] made and was a product of her not informing us in advance that she indeed did have two additional guests.Mrs [redacted] was required to make a deposit because of the size of her partyIt would be extremely harmful to our business if we reserved large numbers of seats for guests who never show upWe continue to accept reservations based on the availability of seatsIf falsely believed that all of my seats were booked, I would then turn down additional reservations only to find out later that these guests are no showsObtaining deposits guarantees seating for the guests and ensures that SoBe will not lose money by withholding seats from other prospective guestsOur Deposit and Payment Policy is clearly stated (as below) in the contract Mrs [redacted] signed:Deposit and PaymentTo make a reservation, guests must sign a Private Events contract detailing your selections for the private eventA fifty percent (50%) deposit is required for all reservationsReservations are confirmed only when both contract and the deposit are receivedThe deposit amount will be applied to the final bill and full payment of the outstanding balance is due at the conclusion of your eventIf your company or organization has tax-exempt status, please attach a copy of your tax-exempt certificate to your Private Events contractWe accept American Express, Visa, MasterCard, and DiscoverSoBe Restaurant and Lounge does not accept personal or business checks.While waiting, Mrs [redacted] discovered that she had been overcharged for her depositOne of our managers processed two separate deposits simultaneously and inverted the credit cardsThis was SoBe's mistake, and we accepted full responsibility for the errorWhen I was informed of the overcharge, I did tell her that I would take care of the matter, not her entire billI immediately credited her credit card the difference of her deposit and the overchargeAs a courtesy, I sent over a complimentary alcoholic beverage to Mrs [redacted] and glasses of sparkling wine and cake to the two birthday girls in attendanceI also applied a 20% discount to the entire bill, not just Mrs [redacted] 's meal, which she conveniently left out of her complaint to the Revdex.comThe 20% discount totaled $and the complimentary cake and alcoholic beverages totaled $50.At the conclusion of their meal and after all guests made several trips to the brunch buffet and ate all they could eat, Mrs [redacted] demanded to have her entire bill clearedI did not accommodate Mrs [redacted] 's request for multiple reasonsFirst, experiencing a wait at an extremely busy restaurant is commonplaceBut her wait was caused by her decision to seat two additional guests of whom we were not informed until her arrivalSecondly, I corrected the overcharge as soon as she made me aware, so the overcharge was inconsequential at that pointThirdly, she was the only person who was overcharged, so what is the justification for crediting all other people who fully participated in the brunch and who were not overcharged? Finally, all guests enjoyed several trips to the brunch buffet, and so I expected them to pay for what they consumed.I am truly sorry that she did not enjoy her experience at SoBeWe strive to make every experience an enjoyable one for every customerWhen Mrs [redacted] arrived with two additional guests with whom she wanted to be seated, the restaurant was at full capacity and there were no tables availableI either had to ask her to wait for an additional table to become available or ask two unassociated guests in the restaurant to get up and leave so that her guests could have their tableThat is clearly not a viable solution, and so she had to wait to be seated.We are truly sorry about the inadvertent overcharge on the deposit she madeIt was an honest mistake, and I apologized profusely and refunded the difference as soon as I was aware of the mistakeOnce I refunded her money and showed her proof of the credit, she should have been able to sit and eat her brunch in peace, I checked on their table multiple times and they all seemed to be enjoying themselvesI now know that they were content because they believed at that time that I was going to comp the entire billIt was only when they received the final bill that Mrs [redacted] appeared to be upset again.Unfortunately, I am not able to offer Mrs [redacted] a full refund as I already told herSeventeen people made several trips to a brunch buffet that includes, Snow Crab Legs, Lamb Roast, Salmon, and Shrimp and GritsOur expenses are enormous to offer such extravagant menu choices and pay for staffing and overheadI would simply go out of business if my solution to every customer complaint was to give a 100% discountThe crux of Mrs [redacted] 's grievance is the wait that her and her guests experienced and the overchargeAs I stated, waits are commonplace in a busy establishment and guests are not given a 100% discount for waiting In any part of the worldIn Mrs [redacted] 's particular case, she opted to wait so that we could accommodate two unannounced guests who she had weeks to tell us about but never did, Finally, I credited her for the overcharge and showed her proof immediately, so it was inconsequentialAs a courtesy, because we did make a mistake with the deposit and they did have to wait to be seated, I voluntarily applied a 20% discount to the meals and gave complimentary spirits and dessertThat is the best that I can offer Mrs [redacted]

Thank you for allowing a response to Mrs***'s letter
We always regret when one of our customers is dissatisfiedAs Issues arise, we make every effort to quickly find remedies, but Mrs*** clearly was not happy with what we were able to offer her,
Let me start by stating Sunday is our 3rd busiest day of the weekWe routinely serve more than guests every SundayBecause of the volume of customers and the propensity for guests to sit and enjoy the brunch buffet, there is often a wait to be seatedWhen Mrs, *** made her reservation, we did advise her of our Guest Guarantee Policy, which was clearly stated (as below) in the contract she signedThis policy not only protects the guests from paying for guests who may not attend, but also protects the restaurant from reserving seats for guests who may not attend when those seats could be sold to other guestsThese policies that we employ are standard and customary throughout the hospitality industryGuest Guarantee: Attendance must be confirmed seven (7) days prior to your private eventThis number will be considered your guarantee and final guest countYou will be charged accordinglyIf your guest count exceeds your guarantee, then we will make every effort to accommodate the additional guestsWe cannot, however, guarantee that all menu items will be availableAdditional fees will apply to the additional guestsBecause of our Guest Guarantee Policy, we advised Mrs*** to make the reservation for guests so that she would not have to pay for two additional guests who may not attend the brunchWe did tell her that we would try to accommodate additional guests on the day of her reservationAll she had to do was inform us of the increase, which she had every single day leading up to her reservation to notify usMrs*** never contacted SoBe to warn us of the increase in guest countShe just showed up with two additional guestsHow could we know that her guest count had indeed increased? When Mrs*** arrived, we had a table set for guests because she never informed us that her guest count had actually increased to guestsAt the time of her arrival, the restaurant was full and we were not able to add an additional table for two to her tableWe offered to sit the additional two guests separately if she wanted to be seated immediately upon arrivalShe opted to wait for all guests to be seated togetherThat decision caused her and her guests to wait approximately minutes before we were able to sit all guests togetherThat was a choice that Mrs*** made and was a product of her not informing us in advance that she indeed did have two additional guestsMrs*** was required to make a deposit because of the size of her partyIt would be extremely harmful to our business if we reserved large numbers of seats for guests who never show upWe continue to accept reservations based on the availability of seatsIf falsely believed that all of my seats were booked, I would then turn down additional reservations only to find out later that these guests are no showsObtaining deposits guarantees seating for the guests and ensures that SoBe will not lose money by withholding seats from other prospective guestsOur Deposit and Payment Policy is clearly stated (as below) in the contract Mrs*** signed:
Deposit and PaymentTo make a reservation, guests must sign a Private Events contract detailing your selections for the private eventA fifty percent (50%) deposit is required for all reservationsReservations are confirmed only when both contract and the deposit are receivedThe deposit amount will be applied to the final bill and full payment of the outstanding balance is due at the conclusion of your eventIf your company or organization has tax-exempt status, please attach a copy of your tax-exempt certificate to your Private Events contractWe accept American Express, Visa, MasterCard, and DiscoverSoBe Restaurant and Lounge does not accept personal or business checksWhile waiting, Mrs*** discovered that she had been overcharged for her depositOne of our managers processed two separate deposits simultaneously and inverted the credit cardsThis was SoBe's mistake, and we accepted full responsibility for the errorWhen I was informed of the overcharge, I did tell her that I would take care of the matter, not her entire billI immediately credited her credit card the difference of her deposit and the overchargeAs a courtesy, I sent over a complimentary alcoholic beverage to Mrs*** and glasses of sparkling wine and cake to the two birthday girls in attendanceI also applied a 20% discount to the entire bill, not just Mrs***'s meal, which she conveniently left out of her complaint to the Revdex.comThe 20% discount totaled $and the complimentary cake and alcoholic beverages totaled $At the conclusion of their meal and after all guests made several trips to the brunch buffet and ate all they could eat, Mrs*** demanded to have her entire bill clearedI did not accommodate Mrs***'s request for multiple reasonsFirst, experiencing a wait at an extremely busy restaurant is commonplaceBut her wait was caused by her decision to seat two additional guests of whom we were not informed until her arrivalSecondly, I corrected the overcharge as soon as she made me aware, so the overcharge was inconsequential at that pointThirdly, she was the only person who was overcharged, so what is the justification for crediting all other people who fully participated in the brunch and who were not overcharged? Finally, all guests enjoyed several trips to the brunch buffet, and so I expected them to pay for what they consumedI am truly sorry that she did not enjoy her experience at SoBeWe strive to make every experience an enjoyable one for every customerWhen Mrs*** arrived with two additional guests with whom she wanted to be seated, the restaurant was at full capacity and there were no tables availableI either had to ask her to wait for an additional table to become available or ask two unassociated guests in the restaurant to get up and leave so that her guests could have their tableThat is clearly not a viable solution, and so she had to wait to be seatedWe are truly sorry about the inadvertent overcharge on the deposit she madeIt was an honest mistake, and I apologized profusely and refunded the difference as soon as I was aware of the mistakeOnce I refunded her money and showed her proof of the credit, she should have been able to sit and eat her brunch in peace, I checked on their table multiple times and they all seemed to be enjoying themselvesI now know that they were content because they believed at that time that I was going to comp the entire billIt was only when they received the final bill that Mrs*** appeared to be upset againUnfortunately, I am not able to offer Mrs*** a full refund as I already told herSeventeen people made several trips to a brunch buffet that includes, Snow Crab Legs, Lamb Roast, Salmon, and Shrimp and GritsOur expenses are enormous to offer such extravagant menu choices and pay for staffing and overheadI would simply go out of business if my solution to every customer complaint was to give a 100% discountThe crux of Mrs***'s grievance is the wait that her and her guests experienced and the overchargeAs I stated, waits are commonplace in a busy establishment and guests are not given a 100% discount for waiting In any part of the worldIn Mrs***'s particular case, she opted to wait so that we could accommodate two unannounced guests who she had weeks to tell us about but never did, Finally, I credited her for the overcharge and showed her proof immediately, so it was inconsequentialAs a courtesy, because we did make a mistake with the deposit and they did have to wait to be seated, I voluntarily applied a 20% discount to the meals and gave complimentary spirits and dessertThat is the best that I can offer Mrs***

I am writing to follow up on Case ID ***As stated in my first response, I am not able to offer any further discountThe grievances stated in the complaint do not warrant a 100% discount for all guestsAs I stated before, having a wait at a busy restaurant is and expectedNo one in the world gets a discount for waitingI have personally waiting to be seated in Europe, Asia, and North AmericaNever was I offered a discount and never did I ask for oneWait times are not necessarily linked to overbooking as the complainant suggestsSome guests linger for hours and we are not able to release those tables until the previous guests leaveI could not, nor can any other restaurant in the world, reasonably be expected to ask seated guests to get up and leave so that a new party can take their seatsThis is and it is very commonplace throughout the entire world for busy restaurants to have wait timesYou do not get a discountYou simply make the decision to wait or not waitIn the complainant's particular situation, we had tables set for guestsIf she had arrived with guests, then she could have been seated immediatelyShe, however, arrived with guestsShe did not give us advance notice of the two additional guests, and so we set the tables based on the guest count she gave usHad she informed us EVER that she definitely had two additional guests, then we would have set the tables for guestsHow is SoBe responsible for the lack of communication? I cannot offer a discount when the complainant failed to give us an accurate guest count and then choose to wait so that we could accommodate the additional guests.In terms, of old food versus new food, this is pure speculation on the complainant's partShe has absolutely no idea about how we handle food in the kitchenThe brunch is a busy brunch, and as she saw, we were turning over some chafing dishes every minutes or soIt is her opinion that the food was old, not factThe brunch is so busy, that the food actually does not have a chance to get oldWe are constantly replenishing the buffetIf she felt that the food was old, however, she could have requested food directly from the kitchenI visited her table multiple times, and she never mentioned anything about food qualityAnd it is common practice in all restaurants to consolidate chafing pans when replenishing a buffetSoBe did nothing wrong by consolidating pans, and therefore, we do not owe a discountBased on that argument, I would have to discount every customer in the restaurant because they all ate from the same buffetCoincidentally, no one else in the entire restaurant on that day or any other day has ever made such a complaint.As a nice gesture, SoBe occasionally offers a piece of complimentary cake for guests celebrating a birthdayWe are under no obligation whatsoever to give any customer anything for freeTo make a complaint that your FREE cake was late is astoundingThose guests did not have to get any cake at all from SoBeWe do not serve dessert on Sundays, and so the server never thought to offer cakeOnce the complainant requested cake (which we were under no obligation to give), we quickly brought two pieces of complimentary cake over to the tableWe also brought two complimentary glasses of sparkling wine to the birthday girlsBy the complainant's rationale, I should apply a 100% discount to all guests because I was, in her opinion, late bringing free cake for two guestsI am just not able to find any logic in this and therefore cannot offer any further discountIn summary, the complainant and her guests made several trips to the buffet and they ate the foodThere seems to be no accountability on the complainant's part in not informing us about the two additional guests, which caused her waitThere also seems to be no acknowledgement that all guests received a service, a service that costs $per personIf the guests did not eat, then I could understand asking for a refundBut all of the guests partook in the buffet, and all of them owed $per person for doing soAs a courtesy for any inconvenience they may have suffered, I discounted the entire bill by $That equates to four complimentary brunch buffets for the adults and one complimentary brunch buffet for a childI also gave complimentary cake and alcoholic beverages, which valued $really cannot offer anything else

I am writing to follow up on Case ID ***As stated in my first response, I am not able to offer any further discountThe grievances stated in the complaint do not warrant a 100% discount for all guestsAs I stated before, having a wait at a busy restaurant is and expectedNo one in the world gets a discount for waitingI have personally waiting to be seated in Europe, Asia, and North AmericaNever was I offered a discount and never did I ask for oneWait times are not necessarily linked to overbooking as the complainant suggestsSome guests linger for hours and we are not able to release those tables until the previous guests leaveI could not, nor can any other restaurant in the world, reasonably be expected to ask seated guests to get up and leave so that a new party can take their seatsThis is and it is very commonplace throughout the entire world for busy restaurants to have wait timesYou do not get a discountYou simply make the decision to wait or not waitIn the complainant's particular situation, we had tables set for guestsIf she had arrived with guests, then she could have been seated immediatelyShe, however, arrived with guestsShe did not give us advance notice of the two additional guests, and so we set the tables based on the guest count she gave usHad she informed us EVER that she definitely had two additional guests, then we would have set the tables for guestsHow is SoBe responsible for the lack of communication? I cannot offer a discount when the complainant failed to give us an accurate guest count and then choose to wait so that we could accommodate the additional guestsIn terms, of old food versus new food, this is pure speculation on the complainant's partShe has absolutely no idea about how we handle food in the kitchenThe brunch is a busy brunch, and as she saw, we were turning over some chafing dishes every minutes or soIt is her opinion that the food was old, not factThe brunch is so busy, that the food actually does not have a chance to get oldWe are constantly replenishing the buffetIf she felt that the food was old, however, she could have requested food directly from the kitchenI visited her table multiple times, and she never mentioned anything about food qualityAnd it is common practice in all restaurants to consolidate chafing pans when replenishing a buffetSoBe did nothing wrong by consolidating pans, and therefore, we do not owe a discountBased on that argument, I would have to discount every customer in the restaurant because they all ate from the same buffetCoincidentally, no one else in the entire restaurant on that day or any other day has ever made such a complaintAs a nice gesture, SoBe occasionally offers a piece of complimentary cake for guests celebrating a birthdayWe are under no obligation whatsoever to give any customer anything for freeTo make a complaint that your FREE cake was late is astoundingThose guests did not have to get any cake at all from SoBeWe do not serve dessert on Sundays, and so the server never thought to offer cakeOnce the complainant requested cake (which we were under no obligation to give), we quickly brought two pieces of complimentary cake over to the tableWe also brought two complimentary glasses of sparkling wine to the birthday girlsBy the complainant's rationale, I should apply a 100% discount to all guests because I was, in her opinion, late bringing free cake for two guestsI am just not able to find any logic in this and therefore cannot offer any further discount
In summary, the complainant and her guests made several trips to the buffet and they ate the foodThere seems to be no accountability on the complainant's part in not informing us about the two additional guests, which caused her waitThere also seems to be no acknowledgement that all guests received a service, a service that costs $per personIf the guests did not eat, then I could understand asking for a refundBut all of the guests partook in the buffet, and all of them owed $per person for doing soAs a courtesy for any inconvenience they may have suffered, I discounted the entire bill by $That equates to four complimentary brunch buffets for the adults and one complimentary brunch buffet for a childI also gave complimentary cake and alcoholic beverages, which valued $really cannot offer anything else

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I do accept that the owner could not pay 100% of the bill. However, We was not able to eat in peace because I was continually dealing with situations that I should not have had to deal with. Also, as I stated in my complaint, the food on the buffet was not even fresh. They were mixing the old with the new (dumping new food directly on to of old food) and I did not appreciate how the owner told me that she could not stay in business if she was to comp more of the bill. The issues that arose that day were not due to my showing up (as she called it) with guest. The man on the phone assured me that it would not be an issue at the time of booking. If it was going to be an issue, he should have stated that. I never received a contract either. Also, the wait was gonna be an hour regardless, due to overbookingI think that if someone pays a huge deposit and a huge bill that the service match the bill, and it did not. I felt totally taken advantage of in the situation. I understand that things happen, but I still had the worst experience ever at Sobe. I also had to remind the waitress of the complimentary birthday cake for the birthday ladies. It was not just offered and it was free with the purchase of brunch. It was one thing after the next on that Sunday and I felt as though the staff did not handle the situation in the most professional way. I still feel as if I should have been refunded more than 20%. After gratuity, My bill of over six hundred dollars was still over six hundred dollars. I did not feel as if anything had been taken off, yet my family's experience was horrible
Regards,
*** ***

Thank you for allowing a response to Mrs. [redacted]'s letter. We always regret when one of our customers is dissatisfied. As Issues arise, we make every effort to quickly find remedies, but Mrs. [redacted] clearly was not happy with what we were able to offer her,Let me start by stating Sunday is our...

3rd busiest day of the week. We routinely serve more than 200 guests every Sunday. Because of the volume of customers and the propensity for guests to sit and enjoy the brunch buffet, there is often a wait to be seated. When Mrs, [redacted] made her reservation, we did advise her of our Guest Guarantee Policy, which was clearly stated (as below) in the contract she signed. This policy not only protects the guests from paying for guests who may not attend, but also protects the restaurant from reserving seats for guests who may not attend when those seats could be sold to other guests. These policies that we employ are standard and customary throughout the hospitality industry.Guest Guarantee: Attendance must be confirmed seven (7) days prior to your private event. This number will be considered your guarantee and final guest count. You will be charged accordingly. If your guest count exceeds your guarantee, then we will make every effort to accommodate the additional guests. We cannot, however, guarantee that all menu items will be available. Additional fees will apply to the additional guests.Because of our Guest Guarantee Policy, we advised Mrs. [redacted] to make the reservation for 15 guests so that she would not have to pay for two additional guests who may not attend the brunch. We did tell her that we would try to accommodate additional guests on the day of her reservation. All she had to do was inform us of the increase, which she had every single day leading up to her reservation to notify us. Mrs. [redacted] never contacted SoBe to warn us of the increase in guest count. She just showed up with two additional guests. How could we know that her guest count had indeed increased? When Mrs. [redacted] arrived, we had a table set for 15 guests because she never informed us that her guest count had actually increased to 17 guests. At the time of her arrival, the restaurant was full and we were not able to add an additional table for two to her table. We offered to sit the additional two guests separately if she wanted to be seated immediately upon arrival. She opted to wait for all 17 guests to be seated together. That decision caused her and her guests to wait approximately 45 minutes before we were able to sit all 17 guests together. That was a choice that Mrs. [redacted] made and was a product of her not informing us in advance that she indeed did have two additional guests.Mrs. [redacted] was required to make a deposit because of the size of her party. It would be extremely harmful to our business if we reserved large numbers of seats for guests who never show up. We continue to accept reservations based on the availability of seats. If falsely believed that all of my seats were booked, I would then turn down additional reservations only to find out later that these guests are no shows. Obtaining deposits guarantees seating for the guests and ensures that SoBe will not lose money by withholding seats from other prospective guests. Our Deposit and Payment Policy is clearly stated (as below) in the contract Mrs. [redacted] signed:Deposit and Payment. To make a reservation, guests must sign a Private Events contract detailing your selections for the private event. A fifty percent (50%) deposit is required for all reservations. Reservations are confirmed only when both contract and the deposit are received. The deposit amount will be applied to the final bill and full payment of the outstanding balance is due at the conclusion of your event. If your company or organization has tax-exempt status, please attach a copy of your tax-exempt certificate to your Private Events contract. We accept American Express, Visa, MasterCard, and Discover. SoBe Restaurant and Lounge does not accept personal or business checks.While waiting, Mrs. [redacted] discovered that she had been overcharged for her deposit. One of our managers processed two separate deposits simultaneously and inverted the credit cards. This was SoBe's mistake, and we accepted full responsibility for the error. When I was informed of the overcharge, I did tell her that I would take care of the matter, not her entire bill. I immediately credited her credit card the difference of her deposit and the overcharge. As a courtesy, I sent over a complimentary alcoholic beverage to Mrs. [redacted] and 2 glasses of sparkling wine and cake to the two birthday girls in attendance. I also applied a 20% discount to the entire bill, not just Mrs. [redacted]'s meal, which she conveniently left out of her complaint to the Revdex.com. The 20% discount totaled $116 and the complimentary cake and alcoholic beverages totaled $50.At the conclusion of their meal and after all 17 guests made several trips to the brunch buffet and ate all they could eat, Mrs. [redacted] demanded to have her entire bill cleared. I did not accommodate Mrs. [redacted]'s request for multiple reasons. First, experiencing a wait at an extremely busy restaurant is commonplace. But her wait was caused by her decision to seat two additional guests of whom we were not informed until her arrival. Secondly, I corrected the overcharge as soon as she made me aware, so the overcharge was inconsequential at that point. Thirdly, she was the only person who was overcharged, so what is the justification for crediting all 16 other people who fully participated in the brunch and who were not overcharged? Finally, all 17 guests enjoyed several trips to the brunch buffet, and so I expected them to pay for what they consumed.I am truly sorry that she did not enjoy her experience at SoBe. We strive to make every experience an enjoyable one for every customer. When Mrs. [redacted] arrived with two additional guests with whom she wanted to be seated, the restaurant was at full capacity and there were no tables available. I either had to ask her to wait for an additional table to become available or ask two unassociated guests in the restaurant to get up and leave so that her guests could have their table. That is clearly not a viable solution, and so she had to wait to be seated.We are truly sorry about the inadvertent overcharge on the deposit she made. It was an honest mistake, and I apologized profusely and refunded the difference as soon as I was aware of the mistake. Once I refunded her money and showed her proof of the credit, she should have been able to sit and eat her brunch in peace, I checked on their table multiple times and they all seemed to be enjoying themselves. I now know that they were content because they believed at that time that I was going to comp the entire bill. It was only when they received the final bill that Mrs. [redacted] appeared to be upset again.Unfortunately, I am not able to offer Mrs. [redacted] a full refund as I already told her. Seventeen people made several trips to a brunch buffet that includes, Snow Crab Legs, Lamb Roast, Salmon, and Shrimp and Grits. Our expenses are enormous to offer such extravagant menu choices and pay for staffing and overhead. I would simply go out of business if my solution to every customer complaint was to give a 100% discount. The crux of Mrs. [redacted]'s grievance is the wait that her and her guests experienced and the overcharge. As I stated, waits are commonplace in a busy establishment and guests are not given a 100% discount for waiting In any part of the world. In Mrs. [redacted]'s particular case, she opted to wait so that we could accommodate two unannounced guests who she had weeks to tell us about but never did, Finally, I credited her for the overcharge and showed her proof immediately, so it was inconsequential. As a courtesy, because we did make a mistake with the deposit and they did have to wait to be seated, I voluntarily applied a 20% discount to the meals and gave complimentary spirits and dessert. That is the best that I can offer Mrs. [redacted].

This place is not only a rip off(as far as the alcohol is concerned) but the service is terrible!! Some of the people in our party waited an hour for their food while watching us eat ours. While we were waiting for our dinner five of us went to the bar to have 1/2 shots(shooters). My bill was $63.00!! They charged $12 & $13 for 1/2 shots & when I inquired about it the GM's response was that she did a survey of the area & it was comparable to everyone else. POOR SERVICE