When a reservation is not a reservation: On the ‘keeping’ of reservations

This is a story about reservations. It’s about what they are, why discerning travelers make them and why it’s a problem when a hotel, car rental agency or – in the case of this particular story – restaurant doesn’t seem to have the same understanding.

Before we begin, though, let’s have a bit of a primer on what a reservation means, and no one says it better than Jerry Seinfeld in the old scene “The Car Rental.”

Unless you’re fond of those spur-of-the-moment trips where you’re happy to just get in the car and go, every travel experience starts with a reservation of one sort or another. There are different kinds of reservations.

When we “reserve” an airplane ticket, we have about ten minutes to complete the transaction and pay. In these cases, we expect the reservation to be “held” because we have a fully paid ticket which we expect to form a contract for the airline to carry us where we plan to go. Well, it does – but not always in the way that we might have liked. Have you ever been “bumped” on an over-sold flight? The airline still has the obligation to get you to your destination, just not necessarily on that flight.

We make hotel reservations without paying up front. However, in most cases, they require a credit card to “guarantee” the reservation. This is their guarantee of payment, not your actual guarantee of a room. If you fail to show up, they will charge you the first night’s fee. If you arrive and they have no room for you, you have little recourse. We all hope this won’t ever happen, but it can.

Years ago we were flying to London for a European tour with our then ten-year-old son. It was an overnight flight arriving in London around 6:30 am. We had been through this before, arriving at a hotel and having to stow luggage for hours while we dragged our jet-lagged selves around until we could check in. This time we thought we were smart. We booked the hotel room for the night before so that we could have the room the minute we arrived – albeit late, but we had a reservation and knew we’d be paying for the room. It turned out that the hotel took our reservation, charged us for the night and promptly sold the room to someone else. When we arrived they had no room for us – not even the room we had paid for. Naturally we were not happy. So this brings us to our most recent “reservation” issue.

marriott san diego waterfront
The Marriott Marquis on the San Diego waterfront. Roy’s is right along here.

Three weeks ago we found ourselves in downtown San Diego for a few nights. We’re great believers in Open Table for finding interesting dining spots, and love the ease of use and how happy we’ve been with the results. So we went on Open Table and booked a dinner reservation at Roy’s.

 

One of the few fine dining spots on the San Diego waterfront, Roy’s is also “conveniently located at the Marriott Hotel”[1]. Since Art is a lifetime Gold Marriott and we carry a Marriott credit card when we travel in the US (no extra exchange fee and extra Marriott points are among the features), we were delighted to make this reservation and looked forward to it. We were set for 6:45 pm.

We arrived at Roy’s at 6 pm so that we could enjoy a pre-dinner drink at their lovely bar. We checked in with the hostess who said she’d be along to get us in due course. We enjoyed a gin and tonic in the bar watching people come and go to the dining room. By 6:50 pm we had not been summoned so we paid our bar bill and went back to the hostess stand where we received some surprising information.

“Oh,” she said, “there is no table available.”

“Excuse us? We have a 6:45 reservation,” about which we informed the hostess on our arrival 50 minutes earlier at 6 pm, at which point a manager presented himself. No table at present; no table in the foreseeable future (foreseeable in our view being the next five minutes).

We indicated to him that we make reservations so that there can, indeed, be a table available at the appointed time. He had the audacity to stand directly in front of us, beaming from ear to ear in the smarmiest of ways and said, “We have lingerers tonight.”

Well, need we say it again? But we did inform him again of the purpose of a reservation. We might have even mentioned the Seinfeld scene. He stood there smiling. No table.

It is true that restaurants cannot always be assured that the tables will empty at the time they expect them to, but they also have an obligation to the patrons who make reservations. This is a management issue.

The thing that was most infuriating about this whole scenario was not the unfulfilled reservation, rather it was the attitude and arrogant nature of the manager who stood in front of us grinning like a Cheshire cat. Good customer service practice would suggest first apologizing, indicating when a table might be available and offering us a free drink, or the like, while we wait. None of these things happened.

Roy’s advertises itself as being “at the Marriott Hotel” and the Marriott Marquis Hotel web site lists Roy’s under their “dining at this hotel” which, regardless of whether the Roy’s employees are Marriott employees or not, clearly associates the brand with Marriott. Based on our many years of Marriott stays, the customer service mentality displayed that evening did not do Marriott proud. They should be ashamed of their association.

So, what did we do?

We said good evening and turned on our heel to seek another place to eat. We were rewarded by finding Sally’s just a short way down the boardwalk. Sally’s had a table and treated us wonderfully.

To add insult to injury, the staff at Roy’s indicated to Open Table that we were no-shows for our reservation, a situation that we never would allow to happen. Thankfully, Art was able to straighten things out with Open Table, but it seemed like a bit of a slap from Roy’s. We had indeed, shown up for our reservation. Roy’s, as Jerry would have said, knows how to take a reservation, they just don’t know how to keep a reservation – which, as we know, is the whole point of a reservation. Shame on them.

[1] Exact wording from their web site: https://www.roysrestaurant.com/locations/ca/waterfront

Reviving your inner child in LA: Universal Studios and beyond

DSC09155Walt Disney once said, “The real trouble with the world [is that] too many people grow up.” And what better place to reconnect with your inner child than Los Angeles: City of Angels, Tinseltown, Lotusland, and our personal and very timely favourite: La La Land. For La La Land it truly is, and we spent four days reaching back to revive our inner children who suspended any disbelief and just embraced the fun.

Four days in Los Angeles, you say? What could you do a mere in four days? As it turns out, quite a bit! And it all began at Universal Studios.

An actual working film studio and theme park combined, Universal Studios Hollywood is the quintessential La La Land location and one of the more interesting of the theme parks we’ve encountered. Armed with a native Angeleno who is actually “in the business” as they say (our son-in-law) we were whisked off to this fantasy land knowing that we were guaranteed to see the best of it. We were right.

The first step in day at Universal Studios is to pick a week day, get there early and make a bee-line to the backlot tour – everything else can wait. We boarded the tram at 10 am sharp and were on the first tour out. It lasted about 45 minutes and was worth the price of admission.

The tour took us past working studios where current television and motion picture productions are currently underway. It also took us through various traditional back-lot fixtures that included the Dr. Seuss Whoville village that was used to film How the Grinch Stole Christmas, Wisteria Lane of Desperate Housewives fame (yes, the lane and all of the house exteriors were fake), the shattered neighbourhood of War of the Worlds fame, a Mexican town replete with a flood which we experienced, a subway tunnel where we found ourselves in the midst of a fire, a flood and a cave-in, Amity Island from Jaws, the Bates Motel from Psycho, little Europe and a fill-in for New York City used in many movies and TV shows, all fake to the core, and we loved every minute of it. We even found ourselves in a high-speed chase in the middle of Fast & Furious. Then it was time for The Wizarding World of Harry Potter.

[The houses on Wisteria Lane look so real, don’t they? Fake, fake, fake!]

One of the newest attractions, the Harry Potter part of Universal Hollywood opened in early 2016 and consists of a replica of Hogsmeade’s streets and an enormous replica of Hogwart’s. Why do we know so much about Harry Potter, you ask? Well, years ago when our son Ian was about ten years old and a fan of wizards, Patty stumbled upon a book called Harry Potter and the Philosopher’s Stone at a local children’s bookstore. The clerk told her that it was new and unknown as children’s books go, but he might enjoy it. He then grew up with each subsequent installment of the franchise. Well, the rest, as they say is history and we know all about Harry Potter. So what did our inner children do?

We stood in a line that wended its way through Hogwort’s dark corridors while the portraits talked to each other and we received instruction from Dumbledore. Then we embarked on an animatronic and screen-based thrill ride (as it is described in various places) called Harry Potter and the Forbidden Journey. And it was certainly a thrill ride. When we got off we were happy that we had decided to get on before and not directly after lunch. If you take the ride, do leave all your belongings (purses, cameras etc.) in the provided lockers. You won’t want to drop anything off this one. Then it was, indeed, time for lunch.

We found ourselves in The Three Broom Sticks, a pub-like restaurant housed in what seemed to resemble the dining hall at Hogwort’s. The fish and chips and cold beer were welcome. But there was more to see.

We enjoyed the show featuring a variety of animals who have appeared in a plethora of films. We tend to think of on-screen animals in terms of dogs and sometimes cats, but we were also treated to birds, hedgehogs, and chickens to name a few. Who knew these animals could be trained? We do now.

We also took in the behind-the-scenes special effects show which provided a fascinating presentation on how some of those movie special effects are created. We’ll never look at a movie in quite the same way again. But the movie industry is not the only way we embraced our inner children.

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The Magic Castle, Hollywood, California

The following evening, we were treated to a much less well known but just as fascinating experience. An adults-only private club, the Magic Castle is a Hollywood fixture. According to its web site, it “promotes the art of magic, encourages fellowship and maintains the highest ethical standards. We provide a friendly, inspiring environment where members and their guests can enjoy the art and each other’s company. Our goals are to advance the art and promote a positive image of magic and magicians worldwide…”[1] and word has it that the best trick is actually getting through the door. We were able to gain access only after our daughter and son-in-law booked a room at the Magic Castle Hotel next door, we followed their strict dress code [worth reading about http://www.magiccastle.com/visiting/ ) and promised to leave all cameras and phones in our pockets.

 

At the Castle, which is housed in a century-old mansion, we ate dinner in their dining room, were amazed by face-to-face card tricks in the bar, serenaded by a piano played by a ghost (she could take almost all requests), and attended a truly professional show featuring prestidigitation. Another opportunity to let our inner children play during a very adult evening. No one under 21 permitted at all.

It’s good to know that travel can help us find our inner children, and that making discerning travel choices can elevate them that much higher! More about our recent trips coming up…

 

[Magic Castle photo credit: http://www.cnn.com/2016/09/08/travel/magic-castle-los-angeles/]

 

[1] http://www.magiccastle.com/about/

When both locals and tourists love a restaurant, you know it has to be good: Rhubarb Café in Nova Scotia

img_3994One of the great pleasures of travel is discovering new places to eat. Sometimes, though, revisiting a favourite haunt can be equally fabulous as illustrated by our recent road trip through northeastern US and Canada.

When visiting Halifax, Nova Scotia, it is mandatory to take a trip along what the tourism people call the “lighthouse route.” And for discerning travelers, it’s mandatory to eat along the way. There are choices: you can eat at Peggy’s Cove if all you really want is the view of the lighthouse (the food is secondary), or you can stop in at Hackett’s Cove and eat at the Finer Diner. We aren’t kidding: that’s really their name (the food is okay; the view okay). We’ve eaten at both on more than one occasion. Or you can make the right choice and stop in Indian Harbour at the best of the lot: Rhubarb Café.

Let’s back-track for just a moment. We used to live on the east coast, on the shore of St. Margaret’s Bay about a seven-minute drive from Rhubarb, a restaurant that has had at least three different owners since we first began visiting it. But it wasn’t until the current proprietors took it over that it was truly able to strike that balance that restaurants in touristy areas need – they need to offer something for tourists and locals equally so that they can thrive in both the tourist season and in the off season. Current owner/operators Diane and Jim Buckle have found just the right recipe.

You leave downtown Halifax and take route 333 along the coast, looping past Peggy’s Cove on the way to Indian Harbour. You can eventually close up the loop and head back into the city, or continue along the St. Margaret’s Bay Road (or the highway if you prefer) down along Nova Scotia’s south shore. But before you do, have lunch, dinner or weekend brunch at Rhubarb.

map-to-rhubarb

Rhubarb’s tag line is “…delicious food and welcoming service in a cozy seaside setting…” And it lives up to its press. We first met Diane when she was working at the restaurant at Peggy’s Cove many years ago. We always knew that she had exactly the right personality and customer service mentality to make it on her own in the business if the opportunity presented itself. When she and her husband Jim took over Rhubarb some years ago, we couldn’t have been more delighted for them – and for us.

img_3993
Restauranteur-extraordinaire, Diane Buckle, behind her bar at Rhubarb.

 

Located adjacent to Oceanstone Seaside Resort (but not actually a part of it), Rhubarb focuses its menu on comfort food with a dash of culinary inventiveness. For example, their kale Caesar salad is truly wonderful, as are their pork tenderloin and their crispy haddock – these are favourites of ours. However, we also visit Rhubarb for creative pizzas, and they often offer a specially-topped pizza of the day. Their 10-inch, thin-crust pizzas are really worth trying. Art’s favourite is the Lawrencetown (named after a famous Nova Scotia beach) – bacon, red onion, pineapple and hot peppers. Odd sounding? Maybe, but it works.

So the food is worth the drive. And the welcoming service is worth the drive. What about the ambience?

The cozy dining room has two focal points: the view of the bay beyond (it’s not directly on the water), and the large fireplace. As you dine, you’ll be surrounded by a plethora of local artists’ work. Every time we visit, the art work is different – and it is all for sale. It’s great fun to take a walk around and peer at the walls while waiting for lunch – although if it’s busy you might want to peer from afar so as not to annoy other diners! Feel free to buy one, though.

It’s not often that we focus on just one restaurant or hotel in our stories, but this one is worth spending a bit of time on. Wonderful people serving delicious comfort food. Need we say more?

Visit Rhubarb online at http://www.rhubarbrestaurant.ca/ and on Facebook at https://www.facebook.com/therhubarbrestaurant/?fref=ts

Making Discerning Travel choices: A tale of two inns

adirondack-chairsThere is nothing quite like an extended road trip to teach you a few things about making discerning travel choices. We have just returned from a three-stage trip that took us from Toronto through the Niagara peninsula to upstate New York then on to New Hampshire, New Brunswick and ending up in (stage two) Halifax, Nova Scotia for a five-day stop to visit friends and family. The third stage took us home from Halifax via Nova Scotia’s south shore, St. Andrews, New Brunswick then on to Wentworth-by-the Sea in New Hampshire and Lake Placid NY before arriving back in Toronto. Planning this kind of trip can tax the discernment of even the most seasoned of us! And plan we do.

There are road-trippers who can just pack a bag, throw it in the trunk and set off in a direction with little idea of where they might be stopping, eating, sleeping or even ending up. We are not like that. We like new experiences and discovering the delights of new places, but we don’t like to be surprised by our accommodation. This may hearken back to Patty’s childhood when family holidays to visit the grandmother consisted of three or four days in the car punctuated by nights in roadside motels – the kind with those plastic chairs outside of every door and your car parked nose up to your window. And of course the choice was based on which ones had “vacancy” signs out front when her father was tired of driving. Leaves too much to chance for discerning travelers of a certain age. So we conduct our due diligence, plot a course, book the hotels and set out. This time we stayed at a few tried-and-true properties, but opted for some new experiences. We were mostly happy, but at least one of our choices taught us yet new lessons about discernment.

As we’ve said before, the discerning traveler is a discriminating traveler.

“This is the traveler who is astute, judicious, perceptive, sensitive, insightful. It’s not necessarily for the ‘luxury’ traveler…travelers who want to see the world and want to do it in a way that is comfortable and makes them feel that travel itself is a luxury…”

In addition to this, discerning travelers want to be assured that they are getting value for the amount of money that they are willing to pay. Almost always, this pays off in experiences that we truly savour. This time we had one experience that didn’t meet its mark. It’s all a matter of expectations. The story involves two inns in the north-eastern US – one in upstate New York, the other in northern New Hampshire in the White Mountains.

The first stop on our road trip was Geneva, New York. A lovely little town located on the northern end of Seneca Lake in the Finger Lakes region of New York, Geneva is home to the beautiful Hobart and William Smith Colleges that meant nothing to us until we realized they are the successor of what used to be Geneva College, including Geneva Medical College. We recognized that as the alma mater of Elizabeth Blackwell, the first woman to receive a medical degree in the US in 1849. The campus is beautiful and the ambience very cultured.

img_3874We selected Geneva-on-the Lake, a beautiful inn which is, as its name suggests, on the lake. Its history dates to 1910 when it was built as a private residence for a prominent Geneva resident. After the original owner died, his wife and son expanded the original house relying heavily on an aesthetic they had picked up on visits to Italy: it is reminiscent of the Italian Renaissance. In 1949 they sold it to the Capuchin Fathers, a branch of the Franciscan order after which it served as a seminary and monastery until 1974. Remnants of that life are still evident. For four years in the 1970’s it housed Vietnam veterans as well as students, but had periods of abandonment. It was restored to its current state in the early 1980’s and has been a year-round resort ever since.

We had booked a small suite and when we arrived we found we had been upgraded to a very large one. Knowing we were booking into an old property, we were nevertheless impressed with the upkeep of the building and especially its environment. The dining room was absolutely perfect, serving truly gourmet fare surrounded by a romantic ambience that included a live harpist. And the grounds were a delight. The expensive price tag was worth it. Then we were on to Saratoga Springs followed by Franconia, New Hampshire where we stayed at inn number two.

img_3937The Franconia Inn also has a history. Also situated on a large piece of property (in this case evidently 107 acres), this inn dates to 1863 and its focus is on downhill skiing in the nearby Franconia notch area as well as cross-country-skiing and hiking. It also has a stable for horseback riding.

We arrived at this inn to be greeted by a slightly sloppy-looking, harried front-desk clerk who was on the phone telling a client that indeed they did have rooms available for that night. When we finally checked in, we had to drag our bags up the front steps (yes, there is a ramp, but it does not lead to anywhere near the driveway and lands in an unpaved parking lot shared by the riding stables), then up a full flight of stairs to the second floor.

We had booked what they referred to as a “spacious” room – level three out of four levels they offer (good lord, what must the “cozy” rooms look like?). Anyway, it had no phone to even call the front desk to ask for towels nor did it have a television. This is not a big issue, but it’s the twenty-first century and this is not an ashram hosting a meditation retreat. The bathroom was small and pokey, but worst of all in it was the trickle of water that passed for a shower the next morning. The wallpaper was hideous, but that’s just a taste thing. Then there was the outdoor activity.

First, this inn is not located in the kind of place that Geneva-on-the-Lake is. It is a few miles from town on a small highway with its unpaved parking lot across the street. That meant that we’d focus on the walking trails that the front desk clerk told us were out behind the inn. She handed us a map and we were off.

We found the place where the grass was cut deeper and noted the first marker leading us to the trail, so we were off. It wasn’t long before we began to notice that the trail was not, in fact, maintained. It was only as wide as the horses needed: it was a horse trail. We walked further and found not a single other marker to indicate the direction we should go and the trail got narrower and muddier as we went. Finally, we came upon a small river. Frozen in winter, it would be a simple cross for a cross-country skier or even a horse in summer, but we had neither horses nor skis. The only way out was back the way we came. By the time we emerged from the “trail” our feet were soaked and filthy. When we told the desk clerk about the lack of maintenance, she rather unhelpfully said, “Oh.”

Finally, there ws the dining experience. The dining room is billed online as having “intimate candle lit tables” that take in the “spectacular view of the White Mountain landscape.” We’ll grant them that it was a dull and drizzly type of day, but there was absolutely no view whatsoever, and we seem to have missed the intimacy of this room that simply looked like a dining room in an old restaurant. The food was very good, though. Our main issue was with the service. At dinner that evening, there was a line up for seating in the sparsely populated space – there were servers about, but there did not seem to be anyone seating people. The next morning, we encountered the opposite problem: all the servers (three of them) were seating people, but there was no one to take orders. So we sat at our little table and froze for a while, then fled as quickly as possible to get into the car and onto the next stop.

The bottom line is that both of these experiences cost almost identical amounts of money (fairly pricey), and yet the experience was totally different. Our money was far better spent in the experience at Geneva than Franconia. The lesson for us: you can plan down to the final detail, then you have to let go and enjoy whatever experience pops up. We just laughed off the whole thing.

We look forward to returning to Geneva-on-the-Lake. Franconia Inn we’ll chalk up to experience.