Last night, some friends and I went to the Jac. It was NOT a good night.
The issues started when we entered the bar from upstairs and we went to the basement area straight away - apparently by doing this, we were leaving the Jacaranda properly and moving to the Jacaranda Records bar, which had a separate entrance at street level, a fact that we had no idea about as we headed down.
After some time of sitting in a little alcove, a friend and I tried to go up to the bathrooms, but found the door we came through was locked, (which strikes me as a health and safety risk.) We found the bathroom in the basement, which was fine, but then later on we both needed some air, so we went up to the outside area (not the same place we had entered) to talk, a little bit down from the Jacaranda main entrance. My fiancé and his friend came up to find us, stepped over the street-level side-door threshold to look for us, tried to get back in through the upstairs bar which turned out to be closed, tried to turn back to the door they had just come out of, and they were stopped by two aggressive bouncers who denied them entrance because, apparently, we were supposed to have Jacaranda cards to get in through the side door. There was no signage indicating this, no one had stopped to tell us this when we first headed down to the basement, and no one stopped to tell us on our way up to the outside area.
Eventually they let us back in, but only after we'd managed to de-escalate the situation, which meant staying calm and reasonable in the face of two very snarky, aggressive doormen, and explaining slowly and repeatedly that we had originally entered at a different bar (which is also the same bar, so, confusion!) and so we could not have known about the cards,and that we had bags, coats, drinks and friends downstairs waiting for us. However, we wanted to point out the confusing entrance system, and how immediately unpleasant the bouncers were when we had been trying to, with very little fuss, just get back in to our things.
So I asked to speak to the manager. The manager, Ellie, was instantly defensive and hostile. She claimed that she had been up top when the guys were trying to get in through the upstairs bar and had overheard my fiancé say something along the lines of "I need a pint," and somehow was construing this as a reason for him to be turned down and not listened to. My fiancé said directly to that comment "I dispute that, I patently did not say that" or words to that effect, to which Ellie responded "are you calling me a liar?", a totally unnecessary comment that simply escalated the tension and added insult to an already terrible situation. As a manager, it was her job to remain calm, impersonal and to seek resolution, and she absolutely, devastatingly failed at that.
Even if he did say something to the effect of "I want a pint", it is no reason to dismiss the fact that he was calm, reasonable and explaining very clearly that he wasn't just some drunken chancer off the street, but an existing customer who had a legitimate reason to get back in. I can testify, as can my fiancé's friend, as can the CCTV from the door, that he and everyone else in our party were entirely reasonable, calm and, while exasperated and upset at how unnecessarily aggressive the doormen were, at no point did we raise our voices, swear or act anything other than civil. I'm also amazed that Ellie admitted that she had overheard the altercation, and yet did nothing to help resolve it then and there.
Now I have to say, with the doormen (whose names were James and Malik), I understand that they have to put up with drunken louts all the time.Their default response to two men trying to get in to the bar after 2am is understandably one of immediate wariness; however, the second it was apparent that we were not trouble-makers, but had a very good reason to want back in, they should have dropped their snide machismo and negotiated like civilised adults. Ellie, as a manager, should have been reasonable, especially when she saw we were sober and simply wanting to let her know about how confusing the entry system was, and how unnecessarily unpleasant the bouncers were. Instead she was argumentative, cast aspersions on our character and was incredibly defensive when we disputed her accusations about our own behaviour (please, go ahead and check the CCTV.)
In short, our visit to the Jac revealed how shockingly disorganised the entry system was (they've had 8 months to fix it since the place reopened), and how downright intimidating the staff was. I've seen comments on here that describe the Jac as "safe", but that was not our experience at all. The staff were intimidating and combative, and honestly, if we hadn't endeavoured to be as calm as we were, if they had been as rude to less sensible people, it would have very easily escalated.
They were happy to take our money, so they should be willing to hear our problems with the place. read more