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.

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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

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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.

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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.

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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

Cruise Ports on Your Own: “Doing” Gustavia, St. Barth’s

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Lovely Gustavia

St. Barth’s – the very name conjures up pictures of powdery white sand beaches with photogenic celebrities cavorting in the surf, evenings at chi-chi cocktail bars and designer boutiques with that French je ne sais quoi. And so it is. But we’ve been to St. Barth’s twice now and have never once laid eyes on a single celebrity – major or minor. Gustavia is, however, a charming Caribbean cruise port that is worth exploring on your own.

 

The first time we set foot on the tiny island was a few years ago when we took our first Silversea cruise. St. Barth’s isn’t a regular cruise ship destination because it does not have any cruise ship dock or dockside facilities and it isn’t the kind of place that caters to the mega-ship passenger. You’ll find no trace of Señor Frog’s, Margaritaville or rafts of duty-free shops lining sweaty streets. Instead, you tender ashore to a tidy, sleepy well-heeled French town filled with the likes of Dior, Chanel and even a Longchamp Paris outpost. It’s lovely.

During that first visit, we had organized a car and driver to give us a tour of the island (which was, by the way ‘discovered’ by Christopher Columbus in 1493) and drop us at Le Gaiac, the restaurant at the exclusive resort Le Toiny, a Relais and Chateaux property on the private, not-yet-developed southeastern coast of the island. It was a lovly, relaxing lunch. [Evidently the restaurant has been completely refurbished and is now referred to simply as Le Toiny Restaurant.]

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Beautiful vistas in St. Barth’s

 

For anyone who wants to see the island (which doesn’t take long since it’s only 25 square kilometres, not quite 10 square miles, in size) hiring a taxi at the pier would work just as well – and at considerably less expense than we spent arranging in advance. But on our recent visit this year, we decided to spend the time in little Gustavia.

Patty did have a goal in mind: when offered the opportunity to visit a French town or city, she makes her way to the nearest Pharmacie to discover the latest stash of French, drug-store skin-care products. She wasn’t disappointed. Even in this tiny French outpost, the Pharmacie was filled to brimming with the likes of LaRoche Posay, Embryolisse, Caudalie, Vichy and Nuxe to name a few.

We took a walk along the pretty, tree-lined streets around the edge of the tiny harbour where the lines of yachts bobbed in the gentle waves. We did a bit of window-shopping at Cartier, Eres, Chopard, Roberto Cavalli and Longchamp to name just a few of the shops we passed and enjoyed the sights and sounds of the French-imbued surroundings.

If you have two-and-a-half minutes, join us on our walk through Gustavia.

The ‘authentic’ travel experience: The travel snob’s last stand

Autumn in Bar Harbor, Maine
Autumn in Bar Harbor, Maine

We’re not sure about everyone else, but we are sure about ourselves when it comes to travel: we are very particular about the experiences that we have, and we are suspicious of those who take the view that you can’t have an ‘authentic’ travel experience unless you somehow suffer. What nonsense!

What does it mean to be authentic anyway? Well, the dictionaries suggest that it has to do with being real, genuine, or not fake. When it comes to travel experiences, what makes something authentic (and why do travelers these days care, anyway?)? The latest craze for visiting slums in third-world countries is one of the more puzzling approaches for authentic experiences that we’ve seen.

Some travel writers seem to think that staying at a ‘quaint’ property is more authentic than staying at a ‘grand’ property, but who is to say that quaint is any more authentic (read: morally superior), than ‘grand’? And what about dining? Is it more authentic to eat street food in India or to dine at a high-quality Indian restaurant? Perhaps the risk of dysentery is what makes a dining experience authentic? Well, we think that’s just travel snobbery. Take a recent experience we had in New England.

As we love to do in the fall, we took a few days earlier this month to take in the fall colors in Maine and New Hampshire. Having not set foot in Bar Harbor, Maine in decades, we decided that it would be a good place to spend two days exploring the countryside and Acadia National Park (we suppose that a national park is authentic?) As we usually do, we sought out the fine dining experience in the village and found ourselves at a little spot called rather unexpectedly, Havana. What in the world were you doing in a restaurant named for the capital of Cuba in the middle of the Atlantic seaside in Maine? you might ask.  Surely that couldn’t be an authentic Maine experience. Oh, but it was.

You see, that restaurant is owned and operated by a local restaurateur with a flair for the sophisticated. With an extensive travel background and a true respect for dining (not eating as we’ve discussed before), Havana’s proprietor with whom we chatted for a while during and after our dinner, has for the past 15 years been committed to “…serving local and organic meats, produce and seafood. [They] consistently search out New England farmers and fisherfolk to purchase products that are not only great tasting, but great for the environment and local economy as well…”[from their web site]. In addition to this, they have their own urban garden on a reclaimed urban plot. What’s more, this commitment to the local and the sustainable hasn’t gotten in the way of serving outstanding food accompanied by a wonderful, thoughtfully selected wine list.

Havana Restaurant (photo credit: Havana web site)
Havana Restaurant (photo credit: Havana web site)

An authentic Maine experience? Of course. Eating freshly steamed lobster at a newspaper-covered picnic table might constitute what most travel snobs would define as authenticity, but there’s more to being authentic than the cheaper, lower-level experiences.

There is nothing inauthentic about being comfortable and happy while travelling. It’s authentically wonderful to have the privilege of making a choice. Be discerning about your own experiences and never be defensive about your enjoyment of your travel experiences.

Visit Havana online at www.havanamaine.com.