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Português
Tive uma experiência terrível no Empire Rooftop em NY e preciso compartilhar. Fiz uma reserva com uma semana de antecedência, e o pagamento antecipado foi exigido. Quando cheguei ao local, nos colocaram em uma mesa alta logo na entrada de um bar fechado e informaram que o rooftop estava com um evento privado, ou seja, não teríamos acesso. Agora, me diga: qual é o sentido de reservar um "rooftop" e acabar preso em um bar comum e fechado? A sensação foi de total descaso com o cliente, sem nenhuma tentativa de solucionar a situação ou sequer um aviso prévio. Frustrante e desrespeitoso!
English
I had a terrible experience at the Empire Rooftop in NY, and I need to share it. I made a reservation a week in advance, and they required prepayment. When I arrived, they seated us at a high table right at the entrance of a closed bar and informed us that the rooftop was hosting a private event, so we wouldn’t have access. Now, tell me: what’s the point of booking a "rooftop" and being stuck in a regular closed bar? It felt like complete disregard for the customer, with no effort to resolve the situation or even provide prior notice. Frustrating and disrespectful!
Empire Rooftop @ Empire Hotel已在今天回覆Thank you for sharing your feedback. We’re truly sorry your experience didn’t meet expectations. Our rooftop has two terraces and a main lounge on the same floor. One terrace is open-air, and the other has a retractable roof for flexibility in varying weather. On the day of your visit, the open-air terrace was closed due to cold temperatures, and the covered terrace was reserved for a private event. As a result, guests were seated in our indoor lounge. We regret any disappointment this caused. Also, credit card information is requested only to secure reservations for cancellations, not for prepayment.
We value your feedback and hope you’ll allow us to provide the full rooftop experience on your next visit. Please feel free to contact us directly for assistance!