Thought we would have a fun time at Luna for Cinco De Mayo. Boy were we wrong. My wife went down at 5:40 to wait in line to save our spot since they were not taking reservations. We were meeting two friends to have a fun night of drinks and food, so we wanted to make certain we had a place saved. I showed up close to six and waited in line with my spouse, who again had already been waiting. She had said the Hostess told her it would be about 45 minutes to an hour and that the hostess put her name down. Not a bad wait, so we continued to wait outside. After an hour and ten minutes of waiting, my wife approached the hostess and asked how long it would be, the hostess asked for her name and She saw her name was no longer on this list next to all the other names. Which is very strange. She watched the hostess re-write her name down and went back. Already we have understood it's first come first serve, but to be pushed off the list does not make sense, especially since we never left and we stayed outside the restaurant to AGAIN make sure we had saved our spot. We continued to wait, so my wife checked again for an ETA and the hostess said "we're clearing some tables for you now so it should be soon". We continued to wait. So a third time she went to get an ETA because we were seeing groups who did not wait as long as we did get seated.
The hostess says "those groups were two toppers, you have a larger group." Our group was only four, and the people being sat before us (who arrived after us) were parties of 4-6. NOT two. We were entirely within COVID guidelines, we had masks, and we thought it was first come first serve?
We overheard someone say that the kitchen was backed up so people weren't being seated because other tables had not gotten their food yet. However, the restaurants priority was to-go orders. Continually we saw orders being delivered outside. So people's tables being throttled was on purpose because the manager made this decision. But did we hear this from staff? Nope! We were continuously told, "you're next! You'll be seated in a minute," The GM did not come and make anyone aware, not a single hostess told people outside what has happening. They all acted like things were business as usual, but they entirely were unaware and did not care about those outside waiting.
All of a sudden, a wild manager appears. And goes directly to my wife and says "I'm the manager, can I help you with something?". Her tone was standoffish, she was clearly irritated, but she was irritated at the people she's being paid to serve.
My wife responds "yeah, we're just waiting for a table." She says this kind of laughingly but also in a serious tone because the hostess seems to be jerking people around with the hopes of a table. The manager says it's first come first serve. Obviously we explain we have been waiting in line since 5:40 and it's now past 7 o clock. My wife says that's why the hostess put her name down, the manager says "we aren't putting names down, it's first come first serve". Which is funny because that's exactly what the hostess was doing. The manager says the kitchen is backed up that's why they are not seating us. The manager still being brutish and sharp says "well what do you want me to do? I'm just telling you what's happening".
If you think that's the juiciest bit, hold on tight.
The best part of it all was when the General Manager said to my wife "so if you want anyone to yell at, you can yell at me and not my hostess staff".
Our group of 4 are entirely shocked because not once did my spouse yell at the hostess staff. We were given lip service by the hostess making us believe we were going to have a table within several minutes. The sheer audacity of this so called general manager to specifically walk up to my spouse and accuse her of yelling at the staff is entirely unmerited and the claim is entirely false.
The customer experience starts with our first interactions with staff. Unfortunately we will never go back to Luna, we will never try their food, and they will never get a good review from us. #tacogate read more