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2023-09-28
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I was very disappointed with a recent visit to Ozakaya on 28 Sep. Despite having a scheduled booking at noon, I was informed upon arrival at 12:20 that my reservation had been canceled. I had called the restaurant the previous day to modify the booking for three people at 12:15, but the receptionist insisted that my original booking was for two people at 12 p.m.I provided evidence of my call record and reiterated that the booking had been changed and confirmed by another staff member. However,
I provided evidence of my call record and reiterated that the booking had been changed and confirmed by another staff member. However, the receptionist kept us waiting at the entrance without seating us. After a prolonged wait, she told us that only two out of three people could order from the restaurant week menu.
I explained that I had not been informed of this restriction when I modified the booking, emphasizing the restaurant's responsibility to communicate such changes. Regrettably, the receptionist walked away without any further explanation or assistance. The receptionist's attitude was unprofessional, considering that the mistake in handling the booking was entirely the restaurant's.
This experience left us with a terrible impression, ultimately leading us to seek an alternative restaurant for lunch.
The restaurant should really work towards improving the overall customer experience.
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