Very bad booking experience (for a £610 restaurant gift voucher) - Alain Ducasse at The Dorchester London - Buy Reservations
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Booked 1 times by Alain Ducasse at The Dorchester London customers.
Ranked #29 in London's Best Restaurants.
🤢 2/5 - Very bad booking experience (for a £610 restaurant gift voucher)
By 👻 @Edouard, 11/04/2022 3:00 am
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Rarely do I find the time to write a review so it has to be about an extraordinarily good or bad experience. I contacted the reservation team for Alain Ducasse at The Dorchester on Wednesday evening as I wanted to offer a gift certificate for a total value of £610 for a decade birthday that happened the next day. I was explained that I needed to fill a PDF form, either with a specialized piece of software or by printing it then scanning it, in a much outdated fashion, and that I also needed to fill my payment information on a form on a website, even though the payment would be made later, in as much of an outdated manner. I wonder if all their clients need to be computer science engineers to be able to follow these parallel procedures. Everything could have been handled with a single online page with an instantaneous payment form. The same evening I dutifully filled the PDF form and sent the payment information. I was told they would check both the form and the payment information on Thursday and that they would send the voucher at the latest on Friday morning. This Friday afternoon I called my relative that was supposed to receive it and he hadn't. I then checked my mailbox and saw that the reservation team had sent me an email asking me to send the form, as if I had sent nothing! I called them, and after much difficulty in trying to get someone from that team—being told that the restaurant was closed even though the reservations team is supposed to be open before—, I was told to call after 6PM and ended up being called back before that. The agent coldly told me that they did not receive the email and did not seem concerned to look through their spam folder, even though I was in a cab and it was impractical for me to work with email before the office closed. Considering I didn't receive any delivery error message, I am doubtful that they didn't receive it. I eventually forwarded the initial email that contained the form, using my smartphone. Later this evening I finally received an email from a new person, the reservations manager, saying that everything was in order and asking me whether they should wait for the next weekday, on Monday, before sending the gift certificate that was planned for “tomorrow”! The “tomorrow Thursday“ from my email on Wednesday, had become a next week… Apparently my request hadn't been transferred to her with the proper context of a lost email and being already late. When I read and replied to this aggravating email 30 minutes later, I received an out-of-office email: “the reservations office is currently closed and will reopen on Saturday 12th November 2022”, which is 8 days later! (Why would they close for so long?) They hadn't bothered to call me to get my answer to this irrelevant question for which I apparently had only a few minutes to answer. I tried to call the reservation team number that had called me earlier but it wasn't publicly accessible “the number you're calling does not exist”, so I called the number in the email signature, then got transferred multiple times in an unceremonious manner the same as earlier, and finally talked to someone at the restaurant. She showed no empathy for my panicking over the risk to miss the deadline by four or eight days, and coldly informed me that the voucher had been sent after all, which I hadn't been informed of. At that point, I mentioned that I would appreciate if they said they were sorry about the many problems. She ignored it. Finally I received an email 30 minutes later, from the reservations manager who thought that yesterday was tomorrow, and who—at last!— apologized in due form and offered to check with their IT team about the lost email. She also called me another 30 minutes later, apologizing very politely, yet offering no commercial gesture. I personally consider that a symbolically added £30 to my £610 gift certificate would have made up for the displeasing experience and the stress that could have been avoided. As far as I'm concerned, that was a bit too late to accept their apology anyway, as that last mistake was the straw that broke the camel's back, but hopefully this review will help change their booking process. In the end, the voucher was sent one day late, which is acceptable, but at the cost of a great deal of stress on my part, which I feel is unacceptable for an establishment of this caliber. I can only hope that the experience of my relative at the restaurant will be exceptional to make up for it, hoping the service will not be as disdainful as some of the people I've had on the phone. I've had the experience of booking with several 3 star Michelin restaurants all over France and while there can always be a few issues or small misunderstandings, I have never been faced with such unapologetic nonchalance, until the late intervention of the reservations manager.
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