The primary event contact for our group was Sarah Espaillat. - Journey Experience NYC New York - Buy Reservations
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😒 3/5 - The primary event contact for our group was Sarah Espaillat.
By 👻 @Elle B., 02/10/2024 3:00 am
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We were a party of 10 celebrating a friend's milestone birthday. The original time slot offered to us was 6:30pm, which was refused. We did opt, however, for an 8:30pm reservation and was told the show/experience would be from 8:30-10:00pm. Evidently, an invoice was actually emailed with the same 6:30pm reservation that was originally declined. This realization wasn't made until day of, but bear in mind there was a separate, 120-person party happening simultaneously, which was clearly the priority over our smaller party. Considering the reservation was made to include the performance, upon arrival, we were made aware that the show was not happening: a clear miscommunication and frankly, neglect on the part of the coordinator. Okay, so we're here now and must deal. By the time our entire party was seated (at about 9:00pm or so), we began service. From the time of our orders being placed until arrival of food, there was at least an hour in between. Also, many of the dishes came out cold. Some guests requested their dishes to be warmed, as the food was too cool for consumption. And my steak was actually prepared well when I ordered it at medium temperature. Disappointment would be an understatement. In my estimation, the best course of measure would have been to transparently communicate the maxed capacity of the waitstaff and perhaps offer another date or even the option for our group to seek out another venue for the celebration. With my friend, the birthday girl, being satisfied, all mentioned wasn't a dealbreaker for her, since she wasn't fully aware of each hiccup, but for my friend's husband who planned the evening plus a few guests (including myself), the communication and customer service equally lacked in our opinion. One plus was how aesthetically beautiful the space was (which increased my rating from 2 to 3), but unfortunately due to our experience, I am not certain that anyone in the group will return.
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