"Ownership and management have really lost their minds at this location. I’ve been a frequent guest since the restaurant first opened, and they’ve made some changes that absolutely don’t make sense.One example is the mug club. It started off as a great perk that I enjoyed for years. Then they quietly devalued the program and made it more expensive and complicated to use. Then they got rid of it altogether. It was the only thing that brought me in to be honest, especially on Sundays for football. I used to go at least once a week, but now haven’t been there in 6 months.I tried today to book a reservation for tonight at 7pm for 10 people. I called at 11am and was told they don’t accept same day reservations because it’s considered “call ahead seating”, and they don’t do “call ahead seating”. I was told just to show up and they’ll see what they can do. The manager was clueless and told me it was his first day. The general manager was cold and couldn’t have cared less if we came in or not. Great business model.Also, they’ve changed their loyalty program 3 times in the last 2 years. Going from a physical card, to a virtual system, back to a different physical card. Confusing and hard to transfer between programs. Probably hoping people don’t realize the change and lose all of their rewards. Kind of sketchy in my opinion.I think this location needs to focus more on improving the customer experience, and less on planning their silly Harry Potter and drag nights."
