- 整體 1
- 食物 3
- 服務 1
- 氛圍 1
Disappointing Experience at Hard Rock Cafe Times Square
I recently booked a table for 10 people at Hard Rock Cafe Times Square 7 weeks prior to arriving, to celebrate my wife’s 50th birthday. Having dined at Hard Rock locations in London, Florida, New York, and France, we thought it would be a safe bet for this special occasion. Unfortunately, our experience was far from satisfactory.
Upon arrival, despite having our booking, there was confusion about where to seat us. We were eventually led to a table with 9 seats and another separate table with 4 seats, which meant our group had to be split. This was disappointing and impacted the rest of the night for our family and friends. We asked several times to be seated together or to push the tables together, but due to the layout, this was impractical.
The server was polite and provided good service, although I had to go and request the bill as we didn’t see the server after finishing our meals. Other tables around us received recognition for birthdays, but there was nothing for my wife, which further added to our dissatisfaction.
When we eventually received the bill, there was a comment asking for feedback if we weren’t happy. I politely gave my feedback to the manager, who stated that they sometimes split parties unless specifically requested to be seated together. However, there is no way to request this on the app. His approach was to put the responsibility back on the customer, which I found extremely poor.
We had already eaten our meal and paid the bill before giving the feedback, as the food was nice, as always from Hard Rock. I did not give the feedback for any gain, only because they invited it. Unfortunately, having tried Hard Rock for a special occasion and receiving such poor service that ultimately spoiled the vibe, I won’t be looking to book again. There are plenty of other options available that would put more energy into looking after their customers.