"I have been going to this Hayden location for over 25 years, and tonight was our last. We had a large party of 20 friends to send my son off to NYC. The bar was crowded and we waited hours for a table by the bar and side location. Bearing the heat, we eventually went to the outside patio as the children were hungry as were the adults. No one ever came to take a food order, though the rude manager did push through the children in annoyance multiple times as we waited. At 7:01 a server finally came out to us after multiple requests to have service. The server admitted it was her first day, and apologized as that was not her area, though she was willing to help. We asked if we were still under happy hour, and she told us we just missed it. We explained that we were there since 6 without service, and felt they should honor the happy hour prices. The server went to consult a manager, and informed us that they would honor our first round of drinks and food under happy hour prices. We were not given menus, and had to ask for them. At that time we also had to ask for happy hour menu, to which the server apologized and bought one out to us, which reiterated we were offered the happy hour pricing. We placed our order for the large party close to 7:49, as it took that long to obtain permission to order off happy hour. Our food didn’t arrive until way after 8, with starving children and adults alike. By the time we finally ate. We were the last two tables on the north side of the restaurant, and we asked for our bill, as my son had a plane to catch. When the bill came, we were charged full price and not the happy hour prices we were promised. We questioned our server and she said, oh my gosh I am sorry, I will go and take care of it. She was gone for quite some time as we waited with sleepy children a flight to make. Upon her return, we were told “ watching video footage of our arrival” they would not honor the pricing. We were insulted, accused of fraudulent behavior and treated like we did something wrong while being held hostage for your incompetent manager to watch video footage! While we waited, your staff was telling us how horrible your manager is and that this is the reason your turn over is so high. I sincerely hope the minimal savings to your establishment in reneging on your promise to honor the happy hour pricing is worth Losing 5 families of 20+ years of Patronage. Customer service is obviously not a concept familiar to your management. And by the way…my son missed his flight due to being retained by you inferior staff."
