Unethical Practices and Poor Customer Service - The Water House Project London - Buy Reservations
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🤮 1/5 - Unethical Practices and Poor Customer Service
By 👻 @cyrusvw, 11/11/2023 3:00 am
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My recent interaction with The Water House Project has left me deeply frustrated and compelled to share my experience. Initially, upon testing positive for COVID-19, I contacted the restaurant to discuss their cancellation policy, never explicitly cancelling my reservation. I provided over 36 hours' notice, expecting some degree of understanding or flexibility given the public health context. To my dismay, the response was a rigid enforcement of a £100 per person cancellation fee, despite the extenuating circumstances. What’s more, after a series of exchanges where I expressed my discontent and the potential public health risk of attending, the chef responded by waiving the fee, but only alongside a message that was dismissive and accusatory in tone. This was quickly followed by a complete U-turn, where the restaurant proceeded to charge me £200, despite their earlier assurance. This entire episode highlights not just an inflexible and, in my view, unethical cancellation policy, but also a significant lack of customer empathy and service. The way this situation was handled is not only disappointing but also alarming, particularly in contrast to the standards of customer care I have experienced at other establishments. I am left with no choice but to advise others to be wary of The Water House Project’s policies and their approach to customer relations. A truly regrettable experience that underscores the importance of ethical practices in hospitality.
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