We reserved a table for Saturday, August 10 at 13:30 to celebrate my stepfather's friend's birthday, who was visiting London from Oslo. We ordered three courses with bottomless options. Everything was fine until our waitress went on her break. We noticed that the service was not up to par; my stepfather had to raise his hands twice for his wine to be topped up. The assistant manager (white guy in a navy suit) came to top up our drinks and said this would be the last order, so we agreed and did not notice anything until this waiter (an Asian man) walked up and down our right side of the tables (4 tables), jumping over our table to our left side (1 table) and topping up their drinks. He repeated this topping-up drink twice until we noticed that every time this waiter walked past our table, he ignored us, even though my father was attempting to make eye contact with him to ask why our table was being ignored for service. He was completely disregarding him.
When we asked for the bill from the waiter, he directed the assistant manager to bring it to us. Before paying the bill, I inquired as to why every table had been toped for drinks while ours had been ignored by your waiter. He informed us that our table times had run out for the two-hour booking timeframe, which we had previously been informed of. However, I did inform him that when we arrived, the table on the right side (4) was already occupied and that they had already finished their desserts when we began our starters. What would justify our time in front of them, or would you choose to serve at each table based on your perceptions? He refused to answer our questions. My stepfather even requested that he check the CCTV to see the timing on each table. We simply want to know why only our table has been notified that the time limit has expired. He could not respond, so we requested that the service charge be removed from our bill. We are willing to pay the service charge if we are treated equally to the other customers here. He replied that it was fine, and we could do whatever we wanted.
After he left, we waved at the waiter, who came to our table and asked him the same questions we had asked his assistant manager. Why has our table been ignored for drink refills, and why has my stepfather's request for attention been ignored every time you walked past the table? You gave us the impression that you were racist because we are Asian. He replied in the same way as his assistant manager, "You can say whatever you want; I do not care," and walked away from the table.
We noticed the assistant manager having a conversation with the manager outside the restaurant about our table. We can see how they were both looking at us from the outside restaurant.
Before we left, we decided to go to the reservation desk and ask to speak with the restaurant manager (in the grey suit) who was discussing our table with the assistant manager. At this point, we were listened to by the manager and three receptionists. I told them how the waiter was making us feel today by providing constructive feedback, but he was extremely rude to us. Furthermore, the assistant manager was very biased and treated our table differently than other tables. I did mention that if we did not book a table here again on Sunday, we would not bother to file this complaint. We would pay a service charge and then never return. The receptionist checked the booking system and saw that my name was booked on the Opentable for Sunday 25 August for 4 people for lunch at Skylon for our best friend, who had recently married.
My point to them was that I do not want to feel this way again when I return next Sunday, and I just wanted the two of them to be aware of how they made us feel today. I did not request anything else. However, the way those two responded to our comments was so rude and egotistical that they seemed unconcerned about our feedback. At this point, the manager and three receptionists were nodding and reassuring me that they would look into it; I just wished the two of them (assistant manager and waiter) could learn customer service and how to behave like these people.
My recommendation for booking the Saxy Brunch at Skylone with bottomless:
Keep in mind that your service time is 2 hours.
Be aware that you have been treated equally with the other table, regardless of your gender, race, disability, or nationality (My stepfather was using the wheelchair
Be aware of those two - the assistant manager (white guy in blue navy suit) and waiter (Asian man) if you are being served by them.
Be proactive in providing constructive feedback, as they require it. We are living in London and 2024, and we should be treated equally according to The Equality Act 2010 - regardless of our gender, race, disability, or nationality (My stepfather was using the wheelchair)
Enjoy your bunch and do not sit in silence.