Our experience at O’ Lounge was, unfortunately, one of the most disappointing restaurant experiences we have had. Our server, Alisha, provided extremely poor customer service throughout the evening. There were no water refills, her attitude was unpleasant, and overall, we felt that basic standards of hospitality and customer service were lacking. The situation became significantly more concerning when we received our bills. We were each presented with a 15% “service fee,” despite this fee not being disclosed on the menu or the restaurant’s website. When we requested our receipts to understand the charge, our request was initially denied. We then spoke with the restaurant manager, Tony, and requested to see the receipts. Upon reviewing them, we discovered that the 15% charge was not a restaurant service fee, but had apparently been added as a tip by our server, Alisha, to each bill without our authorization. This was extremely upsetting and unacceptable. Tony handled the situation professionally and attempted to make amends by offering everyone at the table a round of shooters. We appreciate Tony for taking the time to address the situation and for trying to end what had been an extremely frustrating evening on a better note. That said, the experience left us extremely disappointed and concerned about how the billing was handled. If you choose to visit O’ Lounge, I strongly recommend reviewing your bill carefully and confirming any service charges or gratuities before paying. If Alisha is assigned as your server, you may also wish to request another server. The food was great, but arrived very late. Thank you to Tony for his professionalism and hospitality in addressing the situation.
