Bad treatment at Boombozz Taproom

My father was in town from Columbus, OH, and my in-laws were in town from Ashland, so we, along with my sister-in-law, her husband, and their two young children, decided yesterday to go to the Boombozz Taproom for a late dinner. Realizing that Bardstown Road Bound was going on at the same time, my wife called there around noon for a reservation. The person she spoke with said it was no problem and put us down for 9 people at 8:00.

When we arrived promptly at 8:00, the two young ladies at the front informed us that it wasn't possible that we had a reservation, because the Taproom doesn't take reservations. I calmly explained that just hours earlier, someone had indeed taken our reservation, and also explained that two weeks earlier we had made reservations for a busy Friday night, and those reservations were honored and a table had been reserved. Again, just a stare of impossibility. I proceeded to look down at the check-in station, and viola, there was our name written down, party of 9, 8:00, along with four other names. Again, just an incredulous stare and a flippant comment that they couldn't seat us. No apologies, nothing.

I asked if Tony Palombino was there, and was informed he was, so I asked to speak with him. I politely introduced myself as Brad from Hotbytes and explained our situation. His response was a rather terse, "I can't do anything for you." [EDIT - TONY HAS NOW EXPLAINED THAT I WAS ACTUALLY SPEAKING WITH HIS GM, NOT TO TONY--TONY WAS THEREFORE NOT RUDE TO US] explained again that we made reservations, as we had in the past, and had two young, tired, and hungry children with us (and a diabetic to boot) and this time I got a rather rude, "Look around. I can't do anything for you." He then turned and walked off. What he left unsaid was pretty obviously, "Look--we're crazy busy. We just don't need your business."

I have to say that this whole experience was rather unsettling, especially considering I have done nothing but praise the new Taproom here, to co-workers, and to friends. If in fact Boombozz does not take reservations, their staff should be aware of that. More to the point, a sincere apology about the mix-up from the GM and some attempt at accommodating us would have put much of this to bed, but rather he was terse and rude to my family and to me. That would have been our fourth visit since it opened, but, unfortunately, it was likely our last. It was the worst treatment I've ever gotten at a restaurant.

Tony, I wish you all the success with your expansions and franchising, but you should remember that if your restaurants ever fall on hard times, it’s loyal, neighborhood locals like my family that keep a place going. I hope you don't make the mistake letting your staff run off any other loyal patrons like they did with us.

Finally, a kind and heartfelt thanks to the Irish Rover for being compassionate to our situation and squeezing our large party in with no wait, even though they were busting at the seams. We had a nice evening there.

NOTE--Edited to reflect, as Tony P. notes below, that we were actually dealing with his GM, not with Tony himself.

That's....terrible. I'm hoping against hope that Tony will respond to this thread and be able to make some sort of defense for what happened, or apologize and offer Brad something to make amends - but frankly, it seems indefensible.

Yes, everyone who works in a restaurant has at some time or another been faced with a situation where someone says they have a reservation and for whatever reason, you're not able to honor it - perhaps a reservation didn't get written down, or perhaps the guest unknowingly called a different location and you're just full to the rafters, with no hope of seating them any time reasonably soon. Mistakes happen. However, the way you handle the mistake says everything about your business. Imagine how many people will now think twice about patronizing the Taproom - not just Brad and his family, but everyone who reads the forum, and all the people that will hear this story as an anecdote. Such a shame.

Edited to say: Please read the rest of the responses in this thread, including Tony's!

All I can really say about this is...WOW. The fact they were unable to seat you and unapologetic about it is bad enough, but the fact that Tony himself was so thoughtless just blows me away. As Marsha stated, this sort of thing has happened to almost anyone involved with the industry including frequent diners like myself. One evening I arrived at Palermo with a party of 6 and they were unable to seat us for over 30-45 minutes after our reservation due to the fact they were so busy and some tables weren't turning as fast as anticipated. We were promised free drinks while we waited, which seemed amicable enough to me. Frank, in a show of good faith that I still remember to this day, ended up comping our large bar tab for the entire evening for the inconvenience. I rely on reservations a lot when dining out so the experience described by Brad is very troubling. I am glad things worked out well in the end and you had a nice dinner at the Rover.

That's a shame that the situation was handled like that. Obviously, since you saw it, someone HAD taken your reservation and it should have been honored no matter what they had to do to make you happy.

I go to Louisville about once a week, sometimes more, for dinner and drinks. I know that the reviews I read here do definitely influence my choices.

Wow, I'm really surprised to hear this. I know they had a really bonkers record-breaking night last night, but still. . .hopefully they will find a way to make it up to you.

Awful...sucks that you had to deal with that. We were going to do pizza tonight since the kids are with grandma, that list may have just narrowed.

Stunning.....even just a "sorry for the mix-up" would've been better than a cold shoulder.

I sincerely hope this matter will be resolved. As of this moment, they will never be recommended by myself to anyone unless this issue is resolved. I was able to take everything except the way a manager told someone their business was not needed; even on a busy night. There are reasons they may have said it, but still, no excuse.

I sincerely hope this matter will be resolved. As of this moment, they will never be recommended by myself to anyone unless this issue is resolved. I was able to take everything except the way a manager told someone their business was not needed; even on a busy night. There are reasons they may have said it, but still, no excuse.

Kyle, just to be fair and clear on the facts, no one actually said, "your business is not needed." Rather, we were told, "Look around. I can't do anything for you." What I meant, and hopefully my original post was clear, was that we felt the insinuation was "We're already busy enough. We don't need you."

Awful...sucks that you had to deal with that. We were going to do pizza tonight since the kids are with grandma, that list may have just narrowed.

The Taproom is a nice place, and of course the pizza/food/beer is great. My intent with sharing our experience was definitely not to take business away from Tony or any of his locations--I don't doubt that he and others haven't worked very hard on the Taproom, and our previous 3 visits were fine.

Incivility on the part of a manager or owner to me or my family is not tolerated, however, and so our personal choice, absent a gesture of goodwill or apology (owed not just to me, by the way), is to take our business elsewhere in the future.

Everyone's mileage may vary, so I'm not advocating that everyone not go there because of my experience, but I felt the way we were treated clearly rose to the level of being noteworthy for Hotbytes. In the end, it's all really a shame because we were huge fans, and considering we live just a short walk away, it was slowly becoming our neighborhood haunt.

Mr. Keeton,

I have called all the managers this morning to find out what happened. When I first read your post this morning I was SHOCKED and in disbelief that you said you spoke with me, I did not speak with you. I confirmed that the daytime hostess who is new took reservations because the managers failed to inform her that we do not take reservations. I spoke with the General Manager, Barry who did confirm he talked to you and was trying his best to find seats for you. He said you left and was angry which I would be too.

I understand your angry and we made a mistake by taking reservations, but to claim that I spoke with you and told you to go some where else is could not be possible. I have never and will never talk to guests that way, because if that was my way of doing business, I would not BE in business.

If you wish to call me, send me and email and I can discuss this further with you.

Again let me make it clear, we made a mistake and I truly apologize. You have said great things about Boombozz and I hope we can make it up to you.

Tony

YES!! This makes me so happy! I'm still sorry Brad had a bad experience, but I feel a THOUSAND percent better knowing Tony himself did not blow him off.

Hooray! A semi-happy ending. Tony, thanks for clearing things up. Nicely played - as well played as can be expected for the situation. I'm sure Tony will have some very specific instructions for his (granted, frazzled and overwhelmed - by success!) staff on how to handle this situation in the future.

I feel relieved.

Mr. Keeton,

I have called all the managers this morning to find out what happened. When I first read your post this morning I was SHOCKED and in disbelief that you said you spoke with me, I did not speak with you. I confirmed that the daytime hostess who is new took reservations because the managers failed to inform her that we do not take reservations. I spoke with the General Manager, Barry who did confirm he talked to you and was trying his best to find seats for you. He said you left and was angry which I would be too.

I understand your angry and we made a mistake by taking reservations, but to claim that I spoke with you and told you to go some where else is could not be possible. I have never and will never talk to guests that way, because if that was my way of doing business, I would not BE in business.

If you wish to call me, send me and email and I can discuss this further with you.

Again let me make it clear, we made a mistake and I truly apologize. You have said great things about Boombozz and I hope we can make it up to you.

Tony

Tony,

I appreciate your response. We have never met in person, so I don't know what you look like. I asked the hostess, "Is Tony Palombino here tonight?" She said, "Yes." I said, "Can I speak with him?" She said, "Sure. I'll go find him." A minute or so later, the person I now know was Barry walked over. Assuming it was you, since the hostess said she would get you, I said, "Tony, nice to meet you. I'm Brad from Hotbytes," and went on to explain the situation. Since Barry didn't correct me that I wasn't, in fact, speaking with Tony, I was left with the impression it was you.

All that being said, I have to say that none of the nine of us got the impression that Barry was trying to find us a seat. Literally, verbatim, he said, "Look around. I can't do anything for you." He then immediately walked away. None of those things gave me the impression anyone was trying to find us a seat, which was boltsered by the fact that the hostess proceeded to hand us one of the thingies that flash when your table was ready and point out that the wait would be more than an hour. Again, we made reservations, and had two young children and a diabetic (which was the reason we made reservations in the first place)--waiting an hour wasn't an option. We did leave angry--very angry, in fact--Barry got that one right.

I will edit my orignal post to reflect that I did not speak with you. I am relieved that it wasn't you, to be sure, but unfortunately we still have a very bad taste in our mouth about the whole thing. Again, I'm glad it wasn't you, but nevertheless your general manager (and hostesses) were rather rude to us.

Thanks for taking the time to clear up the mistaken identity, and I apologize for posting that it was you--I do hope you understand why we were confused.

Also--I downgraded the title from "terrible" to "bad." The fact that we thought it was Tony treating us that way was the reason for "terrible."

Tony--I should also add, I appreciate both your response AND your apology. Thanks.