Cactus Club Cafe — Restaurant in Calgary

Came here with my friend yesterday afternoon during happy hour to celebrate her birthday. Unfortunately, it WAS NOT the best experience! I really love Cactus Club so I don't enjoy leaving a less-than-stellar review but I felt this needed to be done.

First of all, the food was great as always! We got the Avocado Dip, Mini Crispy Chicken Sandwiches, a Cajun Chicken Sandwich, and truffle fries. The dining space is a little tight. One of the staff members going around the room filling up water glasses even bumped into our table; not a huge deal but just wanting to point out that it really is a tight space. Other than that, the environment was pretty clean and well-kept. Our server was lovely and polite throughout our time there. He even noticed that my friend was celebrating her birthday and got us a New York Cheesecake on the house with a 'Happy Birthday ' greeting on it!

We went to Cactus Club specifically for the happy hour (2 pm to 5 pm) which is why all of the food items we got were from the Happy Hour menu. We ordered the avocado dip at around 4:30 pm, and we got that pretty soon after. We also ordered our meals, Mini Crispy Chicken Sandwiches and a Cajun Chicken Sandwich, at around 4:35 pm and got those at around 4:50 pm. We then ordered truffle fries at around 4:55 pm (I knew the specific times because I set an alarm to order before happy hour ended bahaha). We asked for the bill at around 6 pm. When we got the bill, I saw that we were charged full price for all the items, except the Avocado Dip. I brought it to the server's attention that we had ordered everything before 5 pm. He revised our bill and gave us a ~$4 discount but I again explained that we shouldn't be charged full price, especially since we were already served the sandwiches before 5 pm. Our server said that it doesn't matter what time we sat down or when we ordered because if they ring in the orders on their system after 5 pm, then the items will automatically be full price. But honestly, how are you gonna tell me my order hasn’t been inputted after I’ve already received my food? It just didn't make sense because that's not how Happy Hour works at other restaurants. Anyway, I didn't want to cause any trouble since it was my friend's birthday and also our server was polite. It did leave a bad taste in my mouth though and it sucks getting charged quite a bit more (about 20% more!). We just left it at that and we even tipped because we're nice people :p

But now I learned my lesson to ALWAYS clarify with the server beforehand if items are happy hour prices...

I am disappointed with the service received today from General Manager Kirsten Dekur. I frequently visit this location since it is conveniently located near my workplace, but this was my first encounter with her, and it was clear she is new to a managerial role.

After the power outage today, I came in at 2pm hoping to enjoy a drink at the bar, but was immediately turned away at the door by Kirsten. She informed me and my guest that the team required an hour to reset the restaurant. Given my background in the restaurant industry, I respectfully inquired about what specifically needed resetting. Kirsten explained that the restaurant would reopen in 1 hour at 3 PM and that the point of sale system and kitchen equipment needed to be “reset”. However, I noticed that other guests were still being served, and food was up on the line. There were a few tables still occupied and people sitting at the bar. So Kristen’s reasoning did not make sense.

As a manager, the least Kirsten could have done is seat us and provided beverage service, and by the time we were ready to pay, I am confident the payment systems would have been reset and operational.

As neighbors from a nearby restaurant, it took us less than five minutes to restore our POS systems. And the customers that were still dining when the power went out, we took care of their meals as we understand that it’s not the best experience for our guests. There are appropriate and inappropriate ways to handle unforeseen situations like this, and Kirsten's approach did not align with the best interests of the business.

Kirsten’s apparent lack of experience suggests a disregard for creating a positive customer experience, as she seemed more inclined to argue with loyal patrons than to assist us. As regular customers and neighbors, we are disheartened by how we were treated today and have decided not to support and...

Wow here’s a place I’d never EVER go again. We just got mocked by the three hostesses. Story goes like this: my wife made a reservation for my birthday today, it was for 6:45pm. While we were on the way to the restaurant we called them and told them we were on the way at 6:55pm. At 6:57pm we received a message that our table is almost ready and to head towards the restaurant. Exactly at 7:10pm we are talking to the hostess that is explaining to us that they gave away our reservation and we need to wait another 45 to 55 mins. Then she lied she called us which she obviously didn’t and when we asked her to show us the call history she folded. Ofcourse we tried to explain but nobody cared other than the lady with the white outfit. She did a walk around and told us a table JUST freed up and it will be 5-10mins to set it up. At 7:28 after both my kids fell asleep on the chairs we figured out that hostesses are not interested in seating us so we made a call to Joey’s who we’re absolutely happy to take our business so at 7:32pm we left when one of the hostesses caught us at the door mumbling that they are setting up a table for us but if we don’t want it - whatever so when told her it was supposed to be done 20 mins ago as per the white outfit hostess she mumbled and walked inside This place has gone so downhill - not even funny. Used to come here for business lunches all the time but NEVER AGAIN !!! Happy birthday experience I will...