Promised my pal Stacy that I'd post something about her experience last night at The Biltmore Room. In a word: fantastic. She couldn't say enough about the beauty of the room and incredible food.
Now, as you may recall, a friend of a friend recently let me know about a dreadful problem she had at the very same-said restaurant.
And, has it happens, had Stacy's reservation not been made by a VIP in the food world, she may have experienced similar shabby treatment.
Last night, she was running a little late and called several minutes before the reservation to let them know, only to be tersely told that if she was any more than 15 minutes past the reservation time, that her reservation would be completely forfeited. She was frantic and luckily made it just under the wire.
Once she arrived, the maitre 'd explained that they hadn't known who she was when she called and who had made the reservation. Of course they would have held it for her. And, because of the VIP "pull" the chef sent out several extra dishes to her table, all of which she swooned over.
Now, I completely understand giving a VIP VIP treatment. It is expected. And, I'm certain that the room is gorgeous and Chef Gary Robins's food is exquisite. But, I think the terse response to Stacy's initial "I'm running a little late" call says a lot about the place on the baseline hospitality score.
It's one thing if a party doesn't call to say they are delayed. And, of course there is a reasonable time limit - even with a call - within which a restaurant should give the table to another party. But, there is a gracious way to handle these situations. And, even after Stacy's glowing review, I can't help but think that the folks at The Biltmore Room could use a little more grace and a lot less attitude.