In an effort of full disclosure, I've never felt compelled to write a Yelp review - that is, until today. To say I was mortified, appalled, outraged and left incredibly disappointed by my experience earlier this afternoon would be an understatement.
I've been a loyal customer at Palma for years, as I lived on Cornelia mere steps from the restaurant for quite some time. Since moving out of the city two years ago, I always make it a point to celebrate significant events there when visiting and have encouraged a number of friends to do themselves. Unfortunately, after how disrespected I was left feeling today, I doubt that will be the case going forward.
We checked in for a 1pm reservation for a party of 3 - a Sunday birthday brunch I had called to reserve on Wednesday, for which I specifically requested to be seated in the Garden Room, as the Palma "experience" can only really be enjoyed thoroughly from the bright back room adorned with fresh flowers and a very home style ambiance and aesthetic.
First point of contact is of utmost importance for any restaurant, and immediately it was clear the host was overwhelmed by the simple task of locating our reservation. As he proceeded to seat us at the only vacant table in the dimly-lit front dining room, I kindly reminded him that I had specifically requested to be seated in the back Garden Room. Just as immediate, it was evident he was not equipped to quell my bone of contention as he mumbled something to the effect of, "there's a private party back there today" and scurried back to the maître d' stand.
Our server, named Haley (who did not introduce herself by name), approached our table and couldn't have been more disinterested in taking our drink order as she painfully opened dialogue by asking, "sparkling or still for the table?" I quickly - albeit diplomatically - shared my query re our reservation, to which she responded extremely bothered and very defensively. Her exact question to me was, "ok so do you really want me to find out when the private party was booked?" as she stormed off only to return 20 minutes later to ask if we were ready to order.
After 20 minutes, a woman who failed to identify herself as a manager, let alone introduce herself by name, approached our table and chose to open dialogue with, "I heard you want to switch tables, so I have a table on the other side of the restaurant if you want." As I calmly explained to her that another table in an even more poorly lit room wouldn't solve the problem, so much as would an apology for the oversight or the clarification of why the mistake was made to begin with, she concocted a slew of lies to justify the miscommunication...
She vacillated between claiming a reservation in the garden room wasn't ever a guarantee, to claiming the private party had just recently booked, to then going so far as to claim there was no special request for the garden attached to my reservation, to then accusing me of having booked the reservation online in a futile attempt to acquit herself or any of her employees of any wrongdoing... except for I personally phoned the restaurant myself four days prior. At this point she proceeded to raise her voice at me, and in an effort not to subject other patrons to her inconceivable behavior and blasphemous disposition, I ended the dialogue there.
It was soon evident to me that this is simply her personality, as I saw her proceed to bark orders at many of the waitstaff in an extremely condescending manner. Unfortunately, when head of house is clearly miserable, unfit to wield a position of authority, and prone to an impish abuse of power, it trickles down the grapevine to employees, and ultimately customers. I can't imagine why an individual like this would be hired as a manager, aside from perhaps nepotism or a high turnover rate and concomitant dire need to fill the position - sadly, both possibilities really serve to negate Palma's former "neighborhood" feel.
From the host, to the server, to the manager, Palma's customer service was quite simply reprehensible. It was blatant lack of congeniality and outright disrespect. What's more unfortunate is that I'm inclined to say it's actually not a reflection of Palma's owners, who I've had the pleasure of meeting on occasion, but more so the despicable subpar management that's come on board over the course of the last month or so (notice similarly outraged poor reviews concurrent with that time frame). Akihisa Y., Anne M., Alana S., Jeff M. and many others on here left incredibly dissatisfied by this sinking ship.
It's not that difficult to do your job, and specifically to be KIND while doing it. On that note, I miss seeing Zahara's poise and grace at the front of the restaurant and Shomik spreading his charisma throughout (come back!) This place is no longer home to the warmth and welcome it once had. I hope this review serves as a wake-up call to the owners of this formerly glorious eatery - your ship is sinking FAST. read more