The restaurant should be apologetic and perhaps offer some compensation?

[AlphaApple]

DD is 18 this week and booked a 6pm table at a restaurant/pub for 12 people to celebrate with her friends. It’s been booked for months.

Last night they called her and told her that they now had another booking and they were cancelling hers. After some negotiation they said she could come in at 5.30 but would have to leave by 7. They were not at all apologetic.

AIBU that they should have been apologetic and maybe offered something to say sorry? DD is really fed up and the new time is not really convenient for everyone (after school commitments etc.)

If they insist on carrying this through OP, l would leave a factual review on every site l could find, and an account of it on Facebook. What the restaurant are saying is that a customers’ reservation means nothing to them if a more profitable option comes along, so they effectively can’t guarantee to accommodate you even if you’ve booked well in advance. That’s not a booking system it’s a shambles - a terrible business model and crap customer service.

Could you cater it at, home a nice buffet and desserts? Might be really special that way and more relaxed.

I’d take my custom elsewhere.
I think this is the problem with booking too far in advance sometimes as they many places don’t really care and change their own plans. My dentist does this a lot.

On the other hand though. It’s only 30 minutes early and almost everywhere we eat now has a 90 minute table time limit.

Book somewhere else and leave a review letting people know that the restaurant doesn't honour their reservations. Very shabby of them!

I think the fact that this was an 18th so some of the attendees will be under 18 and unable to drink may have been a factor if a boozey Xmas party has been booked in place. I’d do a frantic ring around - post on your local FB page explaining what has happened and does any local pub restaurant have a space/table. You’d be surprised how many people will step up with offers.

And once you are booked in - name and shame the original restaurant in the spame space!!

That’s terrible, bless her! I definitely think if she can find somewhere else last minute, she should do. And leave a terrible review.

Something similar happened to me a few years ago. Booked a table for 6 of us for a Monday night. On the Sunday night before they emailed to cancel saying they had problems in the kitchen and were having to close the following day. I was miffed having to find somewhere suitable for 6 at such last minute but accepted it wasn’t really their fault. Until on the Monday night, when they put pictures and videos all over Instagram of a “staff party” in the venue. Literally unashamed, writing about how they had very few bookings that day so decided to close for the night and treat their staff to a meal and party on the premises. I left a scathing review on trip advisor, and they were quick to get in touch and offer me a £100 voucher.

See where I live there not such.rule in any of the restaurants. Only time I heard of this is someone I know paid a small fortune to go somewhere in London and they were given a 90 min slot. Err no thank you , seems a bit Americanized to me.

Isn't this what social media is for . .

Name and shame . .

Bloody awful customer service. I'd write a scathing online review and never go back. Time to find a better restaurant.

From a legal perspective, if the restaurant took a deposit or took credit card details, there is a clear contract and they are in breach. If they refuse to honour the contract, they must refund any deposit and they may be liable for any difference in cost between what they would have charged and what it costs to go elsewhere.

Unfortunately, if they did not take a deposit or credit card details there is no contract, so that route is closed. However, you can still make it clear to them that, unless they find a suitable alternative and fund any difference in cost, you will name and shame them on social media, posting negative reviews anywhere you can.

I'm not one for leaving bad reviews on Social media normally, much preferring to sort any issues out directly with the business manager/owner, but in this situation I'd definitely be posting a bad review to warn others about this, but once you've spoken to the boss first.

Bet you it's because last minute party of more than what your dd booked wanted to book and agreed certain minimum price so they went with it. Appalling service!

I think the restaurant has behaved disgracefully and normally I would leave an honest review or name and shame.
However. It’s a small community, the dd probably wants to continue to be able to go to this place which she must like for other reasons.
What I would do is work on the ‘they go low, you go high’ principle. I would go on the local Facebook group and ask for help finding somewhere else that can accommodate them, explain what has happened, lay it on thick about it being an 18th birthday but say you’re NOT going to name and shame because you understand it’s hard for small businesses etc.

If your FB group is anything like mine you will get lots of sympathy and offers of help. In addition, if the restaurant has form for doing this other people will name it and you don’t need to either confirm or deny, and you will look like the sort of understanding customer other restaurant owners will like and want to help.

Not feasible unfortunately, we are all rural so they are meeting in a central location.

I'll give the restaurant a call later. I don't want to blast them on SM. We do like the place and we are limited on choice around here. I think I want reassurance more than anything that they won't treat them shabbily because they are "just" young people and not as spendy as other customers.

@MaplePumpkin that is poor. If they were upfront about it you might have been sympathetic.

Not for parties this size, though.

No i wouldnt expect compensation i just would go elsewhere

What happens if they go at 5.30, don't order until 6.30 and are still eating at 7?

I'd rather go to McDonalds (and I have never eaten there!) than give this business my custom now. Sorry OP for her b'day plans, very bad of the restaurant.

This, but it is disgraceful that your daughter has been treated in this way!
I would vote with my feet and boycott the place permanently. They have little regard for customer services after all so they don’t deserve customers.

Yes do this - but accept the 5.30 booking first, then just don't turn up for it. Hopefully they might lose out on a bit of custom that way. Even better if you can keep ringing them every ten minutes from 5.30 saying you're stuck in traffic but almost there.

I'm quite petty in these situations and would probably do this to make life difficult. The fact they didn't even apologise would seriously piss me off.

Can't see it would annoy anyone but the next group who are inconvenienced because of pettiness

As someone who thinks the constant MN clarion call of "leave a bad review" complain to the manager!" is overblown and unnecessary in 99% of cases... this is not one of those. It's outrageous on the restaurant's part and I can't actually imagine any possible mitigating factor. Full steam ahead with naming and shaming. I wouldn't ask for compensation but I wouldn't want to spend any money there again.