Treated like dirt in a well known bar/restraunt

dslamjack

Hi, I need your advice ,I met a party of family (a brother who's home from the state's for the first time in 20 year's - with his family) and member's of the family and 2 friends earlier yesterday afternoon here.
I met them in Athlone and after picking them up and getting through rush hour traffic and the M50 brought them to a beautiful seafront harbor area in north Dublin.
I rang the restaurant at least 10 time's on Tue's to make a reservation - got through and left a voicemail - to which they did not respond to - then because I had their web page opened - I booked a reservation for a table of 8 people on-line .. for yesterday evening Wen's at 6.30 pm and received a booking confirmation e-mail and reservation table number online.
To cut a long story short,I was basically told after driving for 2 hour's or so,too bad ,our web site is crap, and another member of staff told me- we don't listen to our voicemail's - even though I had a print out of the e-mail confirmation and presented it - could you get out of the way - you and your party are holding up the Q behind you.
I have been in every type of pub's / kip's/takeaway's /roadside diner's /dump's of B n B's and all the rest - up and down this country and across the world from one end to another- but for once I am in shock - embarrassed and flabbergasted at being treated so badly in a run of the mill pub who's only claim to fame - is having a nice view of a harbor area - but serve food that is in no way extraordinary and is readily available in any decent pub/restaurant in the country.
You are the expert's I am asking advice off - I do not dine out a lot in the last 2 year's due my wife's and I's ill heath - and even then going to a so called restaurant would be a treat - I am asking you - What do I do,if anything can be done - my whole family here and abroad are outraged at the way we treated in a so called Famous restaurant ,,, all I know is I'm still awake at 3.45am in the morning because the whole rotten experience and embarrassment won't leave me and let me be - will you all please advise - Thank you

constance tench

dslamjack wrote: »

Hi, I need your advice ,I met a party of family (a brother who's home from the state's for the first time in 20 year's - with his family) and member's of the family and 2 friends earlier yesterday afternoon here.
I met them in Athlone and after picking them up and getting through rush hour traffic and the M50 brought them to a beautiful seafront harbor area in north Dublin.
I rang the restaurant at least 10 time's on Tue's to make a reservation - got through and left a voicemail - to which they did not respond to - then because I had their web page opened - I booked a reservation for a table of 8 people on-line .. for yesterday evening Wen's at 6.30 pm and received a booking confirmation e-mail and reservation table number online.
To cut a long story short,I was basically told after driving for 2 hour's or so,too bad ,our web site is crap, and another member of staff told me- we don't listen to our voicemail's - even though I had a print out of the e-mail confirmation and presented it - could you get out of the way - you and your party are holding up the Q behind you.
I have been in every type of pub's / kip's/takeaway's /roadside diner's /dump's of B n B's and all the rest - up and down this country and across the world from one end to another- but for once I am in shock - embarrassed and flabbergasted at being treated so badly in a run of the mill pub who's only claim to fame - is having a nice view of a harbor area - but serve food that is in no way extraordinary and is readily available in any decent pub/restaurant in the country.
You are the expert's I am asking advice off - I do not dine out a lot in the last 2 year's due my wife's and I's ill heath - and even then going to a so called restaurant would be a treat - I am asking you - What do I do,if anything can be done - my whole family here and abroad are outraged at the way we treated in a so called Famous restaurant ,,, all I know is I'm still awake at 3.45am in the morning because the whole rotten experience and embarrassment won't leave me and let me be - will you all please advise - Thank you

Don't know why you bothered.

dslamjack

Don't know why you bothered.

Thank you

Pawwed Rig

Bad review on trip advisor? Letter to manager/owner?

SB_Part2

Not saying their behaviour was right, it's appalling. Just curious as to why did you travel so far for somewhere you'd don't rate that highly?

hearmehearye

I wouldn't go down the trip advisor route immediately.

If you were having such issues getting through by phone and yet were magically able to book a table straight away online, that should have been your first flag. It's also curious that you didn't try to confirm the online booking by phone.


I'd try to perhaps talk to the manager if it's really bothering you, but I'd chalk this up as being an experience and move on if it were me. Your own word of mouth amongst your family will cause them enough reputational damage.

duffman13

There is not much you can besides tell people of your experience. TripAdvisor is your best bet to warn other potential patrons of the issues you've encountered. Id also advise you not fester on it, its not a good experience but it's not good for you to keep a hold of it either.

Lovely Bloke

Write to the manager. Registered post.

Mention in the letter that if you get no reply within a stated, reasonable, timeframe then you will put a detailed bad review on Trip Advisor. Follow through on that.

There's not much else you can really do.

What, exactly, are you looking for here?

Recompense? Monetary, a voucher? Would you even go back to a place that treated you like that in the first instance?

An apology? In writing?

You could try approaching one of the local papers like The North County Leader or the Fingal Independent, but if the place you are talking about advertises with either of those publications then good luck with getting them to print a story badmouthing them.

Where did you actually go in the end?

Don't forget to leave a good review on their Trip Advisor page if you feel they deserve it, too many people only complain about bad service, and don't give recognition for good

pawrick

Also put up a bad review on Google maps in addition to trip adviser so people driving around will see it. After that personally I wouldn't be bothered going any further as what joy will come out of it? Review and move on so hopefully the next person knows to avoid them.

dslamjack

Thank you all so much for your advice ... I will put it down to experience in the cold light of day .. but I made sure that everybody within earshot heard my complaint.
They say we Irish don't complain at the point of bad service .. well I certainly did .. the ''manageress'' was in the word's of my wife - rude ,arrogant and down right ignorant.
I will of course do all you say and will report them to Failte Ireland, Dublin Tourism,North county tourism ,along with trip adviser,lonely planet,and their Facebook and Twitter etc - they will get a less than favourably review - that I can assure you.
I had travelled 4.5 hour's or so down to Athlone and back,looking forward with my guest's to a relaxing meal and just couldn't believe the attitude of the ''manageress'' even though I had a confirmed booking print out in my hand - the attitude was get out of the way your holding up the Q.
I cannot abide rudeness in lieu of common decency ,if there was even an an attempt of an apology for the mix up on their website I may have understood,but no just pure down right rude and that in my book in any establishment that serve's and depend's on the public for their income and living is just not good enough - not today - tonight or any time -- again thank you for your replies I was tired this morning when I posted the OP - I thought I might have been over reacting,and I know in the the big scheme of thing's it probably mean's nothing to the business concerned,but a bit like the Lotto if your not in etc and if we don't complain you will only get as good as they think they can get away with.

endacl

Or just don't go again?

TBH, if they're as out the door busy as you describe, OP, they're not going to give a toss about your review on trip advisor.

Sebastian Dangerfield

If its the place I think it is (a well known place in Howth?) I had a similar experience but didnt go when I didnt get a reply. I emailed on the Tuesday for a Sunday booking, no response. I called Thursday and Friday and left voicemails.

Someone replied to my email 10 days later asking if I still wanted the table (for the previous Sunday).

I dont see what you can do other than whats been suggested above though.

mrsdewinter

I feel for you, OP. That was an extremely trying day and all you were trying to do was show your relations what a beautiful place Dublin can be. It's worth raising the website issue with management once more, in a letter or via telephone, in the cold light of day, away from the context of that dinnertime queue. Then head down the TripAdvisor route. As a potential customer, I'd certainly appreciate knowing that bookings via the website aren't worth the paper they're printed on...

One_Of_Shanks

endacl wrote: »

TBH, if they're as out the door busy as you describe, OP, they're not going to give a toss about your review on trip advisor.

Oh but they will. Get enough bad reviews on tripadvisor and they won't be "out the door" for long.

Story Bud?

Just be prepared for them to try and rip your review to shreds on trip advisor if that's what they're like. Write factually instead of emotionally. Using words like "outraged" will just make it look like a rant rather than a genuine review.

pc7

One of the best restraurant a I've ever eaten in is in athlone. If I can name it its. Thyme, fab food and service go everytime I visit athlone. Think it's no 1 on trip advisor. Treat yourself to a nice meal there you won't go wrong.

SB_Part2

One_Of_Shanks wrote: »

Oh but they will. Get enough bad reviews on tripadvisor and they won't be "out the door" for long.

Do Irish people really use TripAdvisor? I've never looked for a review of a food establishment in Ireland on TripAdvisor I've only used it to look up reviews of hotels when I'm abroad.

One_Of_Shanks

SB_Part2 wrote: »

Do Irish people really use TripAdvisor? I've never looked for a review of a food establishment in Ireland on TripAdvisor I've only used it to look up reviews of hotels when I'm abroad.

Yeah I certainly do.
I thought a lot of people did tbh.

dslamjack

Wow I can't believe the response from you all and I thought I was just tired out and that I was wrong to expect just prompt efficient service at the end of a fairly long day and a trip over here for my brother that I had not seen in person for 20 year's - I had promised him and his daughter a beautiful evening meal ,a drink and a stroll along the harbour front to round off their visit to Ireland and Dublin.
I did't have to worry because I went 2 door's down ,explained to a very polite waiter my situation and within minute's we were all seated and attended to in the manner you would expect from any half decent eating place in the country,so the evening was not ruined.
But I will be wiser the next time I save my money up to dine out for as I said it is a treat for my wife and I these day's ,as I said I'm a tolerant man like most people but rudeness and bad service for the sake of it ,I won't and will never tolerate,we work hard enough to have these occasional outing's and like they used to say in the old day's good manner's and soap cost nothing.

endacl

One_Of_Shanks wrote: »

Oh but they will. Get enough bad reviews on tripadvisor and they won't be "out the door" for long.

In the States.

SB_Part2 wrote: »

Do Irish people really use TripAdvisor? I've never looked for a review of a food establishment in Ireland on TripAdvisor I've only used it to look up reviews of hotels when I'm abroad.

We really don't. My OH does, but freely admits she only logs the reviews from yanks.

One_Of_Shanks wrote: »

Yeah I certainly do.
I thought a lot of people did tbh.

See above. I've a friend who has a nice little cafe in south Dublin, who got one bad review (reads like a grumpy whinge from a silly auld bint with nothing better to do). And a worse on a couple of days later complaining that he hadn't responded to the first. He printed them, framed them, and proudly displays them in the jacks.

I think we see trip advisor for what it is, rather than what genuine users of such a site might wish it to be.

Stealthfins

Being from Someone I'm surprised you didn't arrange to eat in Linnanes in Newquay Clare,Vaughan's in Liscannor or any eating places along the coast of Clare.
Far better views and less traffic congestion than Dublin...

Yawns

One_Of_Shanks wrote: »

Yeah I certainly do.
I thought a lot of people did tbh.

They really don't. A lot of irish people if they like the place tend to eat, enjoy the experience and use word of mouth etc. If they didn't like a place, then when complaining about it, are directed to the likes of Trip advisor to complain along with facebook etc.

For every 10 customers that like a restaurant, let's say it's like 1 - 2 people who will go and leave a good review as they are content. For every 10 customers that had a bad experience with a restaurant, then 7 of them will end up on social media to complain about it with maybe 3 just taking it on the chin and vowing not to go back and then forgetting about it.

If the place is busy enough that the likes of the OP are travelling 4 hours to eat there and they are out the door busy, then they simply won't care about a bad review and a threat to leave a bad review is usually laughed off. Of course just my opinion and not a representation of all restaurant owners out there but I think you may genuinely be shocked at how many just don't care or understand.

I had to show trip advisor to the owner of my place for the first time there 2 weeks ago. He hadn't a clue about it and didn't care. He's not short on business either.

As for OP, make a complaint to a senior person if you can. If the manageress gets a bollocking over it, it could be a good thing. Some staff just have no clue how to treat customers and don't wanna work with public. I had a group of 9 walk in last night with no prior booking and little staff on. 2 mins and everyone was seated and orders taken, food freshly made and served within minutes and everyone taken care of along with other customers in the place. No booking needed even tho you can book. Some places have staff that can deal with it and others don't.

endacl

dslamjack wrote: »

Wow I can't believe the response from you all and I thought I was just tired out and that I was wrong to expect just prompt efficient service at the end of a fairly long day and a trip over here for my brother that I had not seen in person for 20 year's - I had promised him and his daughter a beautiful evening meal ,a drink and a stroll along the harbour front to round off their visit to Ireland and Dublin.
I did't have to worry because I went 2 door's down ,explained to a very polite waiter my situation and within minute's we were all seated and attended to in the manner you would expect from any half decent eating place in the country,so the evening was not ruined.
But I will be wiser the next time I save my money up to dine out for as I said it is a treat for my wife and I these day's ,as I said I'm a tolerant man like most people but rudeness and bad service for the sake of it ,I won't and will never tolerate,we work hard enough to have these occasional outing's and like they used to say in the old day's good manner's and soap cost nothing.

So.....

You drove hours for pub grub, but the first pub was full? So you strolled two doors down and got sorted? That's what this is about?

Maybe you should forget about the first place and leave a nice review on the website of your choice for the second? Why not have started a thread about the nice pub that came to your rescue instead of whinging about the one that let you down...?

One_Of_Shanks

endacl wrote: »

We really don't.

As a random exercise I just checked Tripadvisor reviews of the number one restaurant in Athlone. (seeing as the OP mentioned Athlone)

Out of the most recent 8 reviews, 4 came from Navan, Tullamore, Dublin and Mayo.

That's just the first page. 50% of them being Irish.

Anyway, venturing off topic here I suppose. I'm just surprised people think that irish people don't read these reviews as I do myself and know many others who do.

SB_Part2

One_Of_Shanks wrote: »

As a random exercise I just checked Tripadvisor reviews of the number one restaurant in Athlone. (seeing as this topic is about Athlone restaurants)

Out of the most recent 8 reviews, 4 came from Navan, Tullamore, Dublin and Mayo.

That's just the first page. 50% of them being Irish.

Anyway, venturing off topic here I suppose. I'm just surprised people think that irish people don't read these reviews as I do myself and know many others who do.

I thought the restaurant was in North Dublin?

One_Of_Shanks

SB_Part2 wrote: »

I thought the restaurant was in North Dublin?

Sorry yes, edited my post.

Did same with Dublin tripadvisor restaurants there now. Again, same result, 4 from 8 reviews (of the number one rated restaurant) on first page from Ireland.
Actually all 4 from Dublin.

miamee

One_Of_Shanks wrote: »

As a random exercise I just checked Tripadvisor reviews of the number one restaurant in Athlone. (seeing as this topic is about Athlone restaurants)

Out of the most recent 8 reviews, 4 came from Navan, Tullamore, Dublin and Mayo.

That's just the first page. 50% of them being Irish.

Anyway, venturing off topic here I suppose. I'm just surprised people think that irish people don't read these reviews as I do myself and know many others who do.

I have to agree, I use TripAdvisor quite a lot. I'm more likely to read reviews when I'm in a place I don't know very well to find somewhere decent (whether Ireland or abroad) but I also write reviews for places both here and abroad.

OP I'd contact management to tell them of your experience in a calm and rational manner - no blustering about how you are outraged or how they ruined your brother's holiday or anything like that - the minute you get over-emotional, they are likely to dismiss you as being dramatic and overreacting. Stick to the facts, the service below what you would expect anywhere, the embarrassment of being asked to move aside for other customers, how you'd heard great things about their establishment and were disappointed, etc.

Shint0

OP, sometimes pubs or restauants in scenic or seaside locations often have a lot of transient customers. As you yourself said you travelled there because of the location and view just like the crowd that was already there. In these type of situations, the view is the golden ticket, unique selling point (USP). If people will come anyway they don't need to focus on customer service or food and they already know this although sometimes these kind of establishments can fall out of favour too in time. Sorry you had a bad experience. It probably won't affect their business even if you do write a complaint or review.

gerrymaguire

I would agree with what has been said previously regarding writing a letter. If nothing else it will make you feel better! Its not that you're expecting something for nothing, you are expressing your disappointment at their lack of professionalism.

If by any chance, they offer you a voucher or other form of compensation, politely tell them no. Tell them that it is too far a distance to travel, but that you would be delighted to accept a monetary gift to a local charity or sports club in your area. The beauty of this is that if they send it, you can let all the people know why they've sent it. If they don't send it then they look even worse than before.

I wouldn't put in a threat about putting a bad review in Trip Advisor though. The bottom line is that you "did" have a bad experience and I would write about it anyway.

Also, try to take the emotion out of it. Be factual and give them very little to come back with in a response other than they are sorry.

Finally, let us all know your Trip Advisor name so we can go and read the review!

dslamjack

They really don't. A lot of irish people if they like the place tend to eat, enjoy the experience and use word of mouth etc. If they didn't like a place, then when complaining about it, are directed to the likes of Trip advisor to complain along with facebook etc.

For every 10 customers that like a restaurant, let's say it's like 1 - 2 people who will go and leave a good review as they are content. For every 10 customers that had a bad experience with a restaurant, then 7 of them will end up on social media to complain about it with maybe 3 just taking it on the chin and vowing not to go back and then forgetting about it.

If the place is busy enough that the likes of the OP are travelling 4 hours to eat there and they are out the door busy, then they simply won't care about a bad review and a threat to leave a bad review is usually laughed off. Of course just my opinion and not a representation of all restaurant owners out there but I think you may genuinely be shocked at how many just don't care or understand.

I had to show trip advisor to the owner of my place for the first time there 2 weeks ago. He hadn't a clue about it and didn't care. He's not short on business either.

As for OP, make a complaint to a senior person if you can. If the manageress gets a bollocking over it, it could be a good thing. Some staff just have no clue how to treat customers and don't wanna work with public. I had a group of 9 walk in last night with no prior booking and little staff on. 2 mins and everyone was seated and orders taken, food freshly made and served within minutes and everyone taken care of along with other customers in the place. No booking needed even tho you can book. Some places have staff that can deal with it and others don't.

Yawns - I take my hat off to you .. I have worked for 36 year's across all types of customer service .. you are why our economy is picking up and customer's will remember your goodwill and service ..you are a credit to yourself and your business and I can only wish you the best of luck in the future.

littelady

Its a typical Irish problem (im irish btw) we dont like to complain, if the food is horrible, bad service we say nothing and still leave a tip. How dare they treat you so bad. If they cant organise the reservations desk I can only imagine the kitchen. I would absolutely post bad reviews disgraceful behavior.

dslamjack

Thank you Gerry - I will join trip adviser later today or night, when I am back in the land of the living,I am only back from the Airport after seeing them off.
For what's it worth, I have a brother in law who has a thriving cafe business - why because he look's after his customer's even the day tripper's - we are lucky here in north county Dublin , we have no end of good pub's restaurant's and a secret weapon we call the Chuck Wagon .. the best breakfast you will find anywhere in Ireland .. from a van on the side of the road with so many award's they cannot find room on the front of it to show them anymore.
Brilliant staff that will have a laugh with you rain or shine or snow,if you have been there once you will always make it your business to go back,when in this neck of the wood.
The thing about the place I went too was that during the recession and they quiet all the time ,we brought business to them,the attitude yesterday was we are shooting fish in a barrel now ..pxss off .. it was the total rudeness and attitude that boiled my spud's dry.

weldoninhio

Yawns wrote: »

They really don't. A lot of irish people if they like the place tend to eat, enjoy the experience and use word of mouth etc. If they didn't like a place, then when complaining about it, are directed to the likes of Trip advisor to complain along with facebook etc.

For every 10 customers that like a restaurant, let's say it's like 1 - 2 people who will go and leave a good review as they are content. For every 10 customers that had a bad experience with a restaurant, then 7 of them will end up on social media to complain about it with maybe 3 just taking it on the chin and vowing not to go back and then forgetting about it.

If the place is busy enough that the likes of the OP are travelling 4 hours to eat there and they are out the door busy, then they simply won't care about a bad review and a threat to leave a bad review is usually laughed off. Of course just my opinion and not a representation of all restaurant owners out there but I think you may genuinely be shocked at how many just don't care or understand.

I had to show trip advisor to the owner of my place for the first time there 2 weeks ago. He hadn't a clue about it and didn't care. He's not short on business either.

As for OP, make a complaint to a senior person if you can. If the manageress gets a bollocking over it, it could be a good thing. Some staff just have no clue how to treat customers and don't wanna work with public. I had a group of 9 walk in last night with no prior booking and little staff on. 2 mins and everyone was seated and orders taken, food freshly made and served within minutes and everyone taken care of along with other customers in the place. No booking needed even tho you can book. Some places have staff that can deal with it and others don't.

100% agree. Threatening a bad TripAdvisor review is the Internet generations "ringing Joe Duffy".

hearmehearye

I've a few friends that own restaurants/cafes etc and of my small sample pool (5!) no one reads or takes notice of TripAdvisor reviews. The really bad ones are shared and laughed about in private. If the place is as busy as OP claims, one sensationalist review isn't going to stop people going there, especially if OP didnt eat there. Going to TA without at least contacting the manager is, in my opinion, very petty.


The OP, while understandably put off by the whole affair, needs to figure out what exactly they're looking to achieve by kicking up a fuss. Do they want the restaurant to suffer? Do they want a voucher for a meal? Do they want an apology? A bottle of wine thrown in with dinner next time they're there?

I understand that OP had traveled to be there and it was for a special occasion. Confirming a booking by phone is the single most important thing anyone can do anywhere, be it a restaurant, hairdresser, hotel etc, to prevent confusion, embarrassment and unnecessary stress - especially if there's a lot of driving involved. The restaurant are in the wrong however with regards to their online booking system (which I've never trusted for restaurants after 2 phantom bookings myself), but again, this would have been flagged if a confirmation call had been made.

The customer isn't always right. We don't know how OP behaved/acted, what the restaurant was, and if in fact OP and his group were just taking up space. Sure it could have been handled a little bit more delicately, but I know from experience that unexpected large groups expecting a seat during a busy period are not ideal. If there genuinely was no place for a large group, then what was OP expecting them to do? A table of 8 is potentially upwards of €1000 coming in (assuming this is a more upmarket place?) . If the restaurant can turn that away, then I can't see them overly concerned about OP. There's nothing to say that had they been seated, staff would have been polite and lovely. Sure, they should be the whole time, but everyone has their moments.

If OP really wants to do something and further drag the affair out, a call/letter to the manager would be in order, and forget about the TripAdvisor thing entirely, especially if it's treated as a sort of blackmail threat to the manager. But if it were me, I'd take it as a lesson in the importance of confirmation calls, never go to the restaurant in question again, and never travel so far in a car without being 100% certain about bookings


It looks to me that OP was mortified, and is looking for someone to blame to take the heat off of him/her (as they made the booking and hadn't confirmed it).

happyoutscan

hearmehearye wrote: »

I've a few friends that own restaurants/cafes etc and of my small sample pool (5!) no one reads or takes notice of TripAdvisor reviews. The really bad ones are shared and laughed about in private.

Where are these friends of yours located on their respective TripAdvisor rankings? I'd wager that if they were near the top then of course they would be taking them seriously, it can certainly impact on a business whether positively or negatively. It's easier to say couldn't give a damn when your reviews aren't particularly great.

kylith

hearmehearye wrote: »

It looks to me that OP was mortified, and is looking for someone to blame to take the heat off of him/her (as they made the booking and hadn't confirmed it).

The OP was mortified, but he isn't 'looking for someone to blame', he's looking for the people responsible to accept their responsibility. Why would he ring and confirm the bookin when he had a confirmation number? I don't phone Ryanair after I book a flight online, or phone a hotel in Spain when I've booked online. The very purpose of online booking is so you don't have to go through the hassle of calling. Not that it would have done him much good if he had since they weren't even answering the phone or checking their voicemail. Why do they even offer online booking if by their own admission it doesn't work?

I don't know what he's looking for but if it were me I'd at the least want an apology and an assurance that the staff were being trained in basic stuff like 'answering the phone' 'checking the voicemail' and 'not giving attitude to customers with a legitimate grievance'.

alchemist33

The OP is completely entitled to be angry here. Not listening to their messages is bad, an online booking system that doesn't work is even worse, but when someone showed them a printout of a booking they should have bent over backwards to honour it. I imagine the OP's main motivation is to have their grievance heard, which is fair enough. Put a review on Tripadviser (I look at their reviews of restaurants) -- don't "threaten" it as that's basically blackmail. Make sure you review some other stuff while you're there (such as the good restaurant you got in to) so you don't look like a crank who slags off everything.

MarkR

What actually happened, I read you had a long drive, had trouble reaching the restaurant by telephone, managed to create an internet booking, then I'm lost. What does "too bad" mean? They couldn't accommodate your reservation? If that's the case, I would be annoyed all right. You do seem to be bringing quite a bit of baggage to the issue, your family members flying in, the length of the drive, none of that is really relevant to the issue.

If they were rude, point it out in a registered letter to the company. If they couldn't accommodate a reservation they'd accepted online, put it in the letter. This part about making sure everyone in earshot knew of your issue doesn't sound great to be honest. There is making a complaint, and making a scene.

Realistically, what are you hoping to achieve here? I presume you'll never be going back, so any offer from the place isn't going to work. They're not going to send you money in compensation. You can't / won't name the place, so it's not going to help people avoid the place.

Best thing for bad service, report the issue to someone who can do something about it. Never go back (unless you really want to) and if it comes up in conversation, tell your friends why you won't be going back.

hearmehearye

happyoutscan wrote:

Where are these friends of yours located on their respective TripAdvisor rankings? I'd wager that if they were near the top then of course they would be taking them seriously, it can certainly impact on a business whether positively or negatively. It's easier to say couldn't give a damn when your reviews aren't particularly great.

2 are number 1 in their respective moderately large towns, the others are in the top 5. No one engages/replies to any of the reviews left there.


Most of these establishments were around long before TripAdvisor was. If note was to be made of every single thing that customers don't like, nothing would ever be done! I've dealt with a complaint that staff were too nice once. A serious complaint. Some people love finding fault (I'll admit I'm like this in hotel rooms) and thankfully most owners and managers know the type to do that, and respond accordingly.

dslamjack

The real fact of the matter is that the booking was confirmed by e-mail,the day before the expected meal, now say you were lucky enough to get a ticket to the Ireland v Italy game in France during the euro's - booked your flight ticket on line with a major carrier - had your printed confirmation ,turned up at the Airport with your luggage only to be told - listen that website is only for advertising and to give the public the illusion we are a caring company - we don't pay any attention to it now go on home.
I bet the anti terrorist squad would have been called to deal with you,in any decent business you look at your diary, your e-mail ,your schedule for the day ahead,your voicemail etc - all someone had to do was put a message on their website to say their were fully booked - NO BIG DEAL - I had rang a sea tour company in the vicinity to enquire about a sea tour but was told they were booked up for the week - again no big deal ,I changed my plan's accordingly- what's at issue here is the pure lack of professionalism and any attempt to make am mend's for the mistake on their behalf.
If you went to an ATM to find no money in your account and rang the bank to hear them say ''we don't bother with that website,don't believe any thing on it '' you would also be upset.
We have had year's of companies behaving badly toward customer's and in fairness shop's and trade's etc , especially in Dublin - I have found staff to be attentive , professional , polite and efficient , a long way from the the old day's of what do you want - as a certain pub spy used to say where service is good ,the staff excellent and the facilities even better, then the business should be rightly applauded and there staff given the thank's and praise they deserve.
Poor customer service is bad , and if some thing is bad it's rotten,I don't blame the staff just obviously the management - because all it took was to say we are so brilliant on their website - we are booked up for the next month - join a q or waiting list for a reservation - simple no big deal.

One_Of_Shanks

hearmehearye wrote: »

I've a few friends that own restaurants/cafes etc and of my small sample pool (5!) no one reads or takes notice of TripAdvisor reviews. The really bad ones are shared and laughed about in private.

If they're not reading the reviews then how can they laugh about them and share them?

hearmehearye

kylith wrote:

The OP was mortified, but he isn't 'looking for someone to blame', he's looking for the people responsible to accept their responsibility. Why would he ring and confirm the bookin when he had a confirmation number? I don't phone Ryanair after I book a flight online, or phone a hotel in Spain when I've booked online. The very purpose of online booking is so you don't have to go through the hassle of calling. Not that it would have done him much good if he had since they weren't even answering the phone or checking their voicemail. Why do they even offer online booking if by their own admission it doesn't work?

I don't call and confirm for travel as systems are a bit more fully functioning and more well used, but always do for hotels, even abroad (typically via email). It takes less than 2 minutes and prevents any disasters from occurring. It doesn't have to be the second you book it, the day before or the morning of your arrival is typically enough in my experience. It's nice to be able to introduce yourself and let staff know if you need anything extra (glasses, ice etc), and that you're looking forward to your stay/appointment. It's a small thing that helps build client/staff relationships.

InTheTrees

I would certainly write reviews where you can.

No harm in putting the word out there that their service leaves something to be desired. It doesnt matter that the restaurant itself doesnt read trip advisor, you're warning other potential customers after all. And tourists do read Trip Advisor.

odyssey06

To the OP... as a defensive measure to protect yourself, if you're setting yourself up for a big 'event' dinner like that always make sure you speak to someone.

I am always wary of automated restaurant bookings on websites, especially if it looks like the website doesn't get much attention or updated too often (and I work in IT).

I think that a lot of people would appreciate a review on TripAdvisor etc telling them to particularly distrust any automated bookings from this restaurant.

One wonders why the restaurant has voicemail, if they don't call back... why not make the message say "Sorry, we're unable to take your call right now, please call back if you wish to make a booking."
If they can get the little things so wrong, one does start to wonder about the rest of the operation.

hearmehearye

hearmehearye wrote: »

I've a few friends that own restaurants/cafes etc and of my small sample pool (5!) no one reads or takes notice of TripAdvisor reviews. The really bad ones are shared and laughed about in private.

I do a bit of work with a handful of restaurants in the town (Drogheda) and it's surrounding areas, and in my experience, they all take trip advisor and similar very seriously.

Maybe it depends on the area and popularity of a place, but none of the restaurant owners/managers I know take bad reviews as a laugh at all.

dudara

SB_Part2 wrote: »

Do Irish people really use TripAdvisor? I've never looked for a review of a food establishment in Ireland on TripAdvisor I've only used it to look up reviews of hotels when I'm abroad.

Wouldn't touch it with a bargepole. It's too easily gamed with too many poor reviewers. If a restaurant is #1 on TripAdvisor, then that actually makes me avoid it like the plague.

One_Of_Shanks

dudara wrote: »

Wouldn't touch it with a bargepole. It's too easily gamed with too many poor reviewers. If a restaurant is #1 on TripAdvisor, then that actually makes me avoid it like the plague.

Ah so you use it too then...... Just to tell you which restaurant to avoid in each town

dudara

One_Of_Shanks wrote: »

Ah so you use it too then...... Just to tell you which restaurant to avoid in each town

I see it when I forget to do a Google search with -tripadvisor -menupages -yelp etc added to the search.

I actually despise TripAdvisor with a passion.

riffmongous

It can only be a positive to have it open knowledge for the public that this place won't honour their online reservations

dslamjack

Well this is the first time I have encountered this in all my year's and as I said , we're not used to dining out,which is why I asked you good expert's for your advice.
I think by and large any where you go and in fairness to the authority's every where is clean and inspected on a regular basis,and no matter where you go in the country, staff in pub's, hotel's ,restaurant's etc are friendly efficient and professional,which is what anybody would expect when you are giving up hard earned cash for a meal ,no matter the occasion or just for the fact you are giving them business.

Turtle_

OP, is it a proper restaurant or a pub-grub scenario?