We were extremely disappointed by the service we received, which was entirely unexpected given our prior positive experience with the food. Our family, along with a girls’ hockey team aged 11 to 12, with a few 13 year old siblings, is staying at the hotel for a full week. During a recent visit, the restaurant manager refused to allow my 11 year old daughter and several teammates to order from the kids’ menu solely because they were over the age of 10.We clearly explained that this was not a pricing issue but a preference for the food items themselves, and we explicitly offered to pay more. Despite this reasonable request, the manager chose to rigidly enforce an arbitrary rule with no attempt at flexibility or customer service. Her refusal was firm, dismissive, and unnecessary, particularly given the size of our group and the length of our stay at the hotel.The manager’s conduct throughout the interaction was unprofessional. When asked about ordering the same items for takeout, which were visibly available online, she stated that she would refuse to provide them and responded with a shrug and a smirk. There was no effort to de-escalate the situation, offer an alternative, or demonstrate even basic hospitality.As a direct result of the manager’s behavior, the restaurant lost a table of 16 guests and, more broadly, the business of an entire hockey team and their families staying at the hotel for the week. While the food we had earlier in the week was very good, the poor leadership and lack of customer care displayed by the manager completely overshadowed the quality of the food.Unfortunately, the interaction left us feeling unwelcome and disrespected, and we cannot help but question whether language may have played a role, as we are English speaking visitors. Due primarily to the manager’s actions, we, along with approximately 30 other guests, will not return for the remainder of the week.This experience was disappointing and fell far below acceptable standards of hospitality.
