"We had a very disappointing experience at this restaurant. After being seated, our waitress took our drink and food orders, but we never saw her again. Our meals were brought out by other staff members, yet no one checked on us afterward. My husband’s order was missing, and no one refilled our drinks or inquired about the food. We had to ask a host if they could locate our waitress so we could pay our bill. The host returned to ask how we wanted our checks divided, and finally, our waitress brought the checks, only for us to find that a 20% gratuity had been added without any notice. When we mentioned that if they were going to include automatic gratuity, they needed to provide proper service since no one had tended to us, her response was simply, “I was busy doing 20 other things,” with no apology. We reiterated that we understood it gets busy, but we had been sitting there without drinks and missing items, yet were still charged for service we never received. Her only reply was, “Thanks for the advice,” before she walked away. I asked a bartender for the manager, but after waiting over 10 minutes for a response, we decided to leave. Hannah, if you’re going to apply automatic service charges, please ensure that the service matches. Also, a simple apology goes much further than excuses."
