Never Got to Taste the Food as the Staff Were Astoundingly Rude - Bistro Elan Palo Alto - Kaufe eine Reservierung
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🤮 1/5 - Never Got to Taste the Food as the Staff Were Astoundingly Rude
By 👻 @YouCantFoolMe, 04/27/2019 3:00 am
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We never got a chance to experience the food but only the extraordinary -- and truly jaw-dropping-- rude service of the hostess as described in recent Yelp reviews. As a side dish we received additional hostility from her male colleague. This is what happened :
Our daughter had recently undergone brain surgery for a tumor at nearby Stanford. Family was in town to visit her in the hospital; it was also my birthday. It was the first evening we felt comfortable leaving our daughter's side to eat a meal out. She was recovering well and we were all feeling relieved and happy. Our reservation was for 7:30 p.m. The restaurant is 10 minutes from the hospital. My daughter was settled and comfortable at 7:30, and we headed out at that time. As I was googling the restaurant to call and say we would be a few minutes late, the lady in question called me at 7:40 to ask if we were still coming. I said yes, we were minutes away, and apologized for the delay.
When we arrived we were "greeted" by both the lady and her male colleague. I gave our name. The male colleague replied with instant sarcasm. "Oh, these are the people who are late." The lady stared at me and said, "I had to give your table away." She pointed to a table by the door that was indeed full. Bear in mind I'd confirmed by text the day before -- and of course had only spoken to her moments ago. She said she would try "work it out" as she led us to a bar area.
When I asked why she had given our table away, especially as we'd just re-confirmed, she re-iterated that we were late. The man meanwhile was glowering at us. Growing agitated that now we might not be seated for a long time -- my 82-year-old mother was with us, still on East Coast time -- I said quietly, "Look, we've just come from the hospital where my daughter has had brain surgery, it's my birthday, and we really just want to have a good evening." She looked straight at me and said -- wait for it! -- "Why is that my problem?" I was so astonished by her hostility and complete lack of compassion that I turned to the surly man and repeated what I had just said. He rolled his eyes and said "Long story." And the woman again said, "I don't know why you are making this my problem."
At that moment my husband entered the restaurant (he had been parking the car across the street). He saw my distressed and stricken face. I told him I thought it was best we leave. The man said, "Yes, go." My husband asked what happened. I told him. By this point the nearby diners were all watching in horror (it's a tiny place). The woman and man continued to defend their appalling behavior as we walked out the door.
Afterwards we stood outside, absolutely gobsmacked, and wondering where we might find a table on a busy Saturday night at 8 p.m. But it didn't end there: The lady FOLLOWED US OUT and continued to harangue us. By this point I was near tears and trembling, and I asked her how could she be so heartless towards someone who she knew whose child was hospitalized after brain surgery. She came up real close to my face and said, "Do you know how crazy you sound right now? You sound INSANE!!" And then she laughed.
I turned away. My husband stepped toward her angrily. As if in a bid for sympathy from him, she said: "Look I'm just trying to run a sh**y little restaurant here." He assured that her she was succeeding, that her restaurant ranked as maybe the sh**iest restaurant ever, indeed a contender for the Guinness Book of World Records for sh**y restaurants. Now I see from other reviews that our treatment was not unique; just maybe the most extreme.
Thank goodness we discovered nearby Nobu could seat us at that moment. Of course there our party was warmly welcomed, the food and service were superb, and we managed to recover our hopeful spirits. I'd much prefer to post a positive review. So many people do so much good work in a difficult industry, it's a pleasure to recognize and praise them. But this is a case where a public service warning seems necessary.
The owners of Bistro Elan really should consider taking up prefabricated food preparation - perhaps on contract for an airline or something - anything where they can put their culinary skills to work without human contact. They authentically seem to hate the people they serve, and as these reviews attest, their hatred shows.
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