Elena Botnari
I’ve been coming to this place for almost 10 years and never had any issues before, which makes this experience even more disappointing. From the moment we arrived, the service was extremely poor. One of our microphones was significantly quieter than the other, so I politely asked a waitress for help. Instead of assisting, she kept insisting that “it’s normal,” even though I’ve been coming here for years and never experienced this issue. She was clearly unwilling to help. She also made an inappropriate comment about my ID, claiming that I couldn’t have been coming here 10 years ago and that I would have been 17 at that time. In reality, I was 19, and at that time there was no security checking IDs at the entrance. I was allowed to enter and use the karaoke rooms, even though alcohol purchase required ID. The way this was brought up felt dismissive and disrespectful, as if I was being accused of lying. Later, when we were paying, we noticed that our bill was much higher than expected. The margarita price has almost doubled compared to last year (which I understand may happen), but the way it was explained was again very rude. I was told “I’ve worked here over a year and never seen you,” implying that I was not telling the truth. On top of that, we were charged a $25 service fee. We were told it applies if you stay more than 3 hours, but we stayed exactly 3 hours, not over. This was not explained clearly, and again handled in a very dismissive way. The most unacceptable part was the attitude of the staff. When we questioned the charges, one of the waitresses told us: “If you don’t like it, you can pay and not come back,” and even asked security to take our IDs so we wouldn’t be allowed back. This was shocking and completely unprofessional. Also, during our time there, no one checked on our table or provided any real service. To make matters worse, at the very end, a waitress took my drink out of my hand while I was still planning to finish it after paying. I called after her saying I hadn’t finished yet, but she deliberately ignored me, turned her back, and walked away with my drink that I had already paid for. This was extremely disrespectful and unacceptable. I’ve always had great experiences here in the past, and the previous staff were friendly and professional. Unfortunately, the new staff completely ruined that impression. I was actually planning to celebrate my birthday here again next month like I did last year, but after this experience, I’m seriously reconsidering. I hope management takes this seriously, because this experience does not reflect the place I’ve known for years. UPDATE: As mentioned earlier, the charge was initially presented as a “service fee,” but the final receipt shows an 18% “gratuity” (see photo). There were only 2 of us, and this was never clearly disclosed in advance. Can you clarify why the charge description changed?
