The Continental Restaurant — Restaurant in Calgary

*Update: after the owner replied to this review below, he messaged me on Instagram accusing me of defamation. If you look at the other negative reviews, he responds in a very defensive manner, blaming his customers for having an opinion. Isn't that what reviews are for? Anyway, it just further proves the lack of professionalism on their part. Owner seems to think the problem is because I don't understand the policy, but it has nothing to do with that and everything to do with the appalling customer service we received on top of being charged after the fact. I made a dinner reservation on December 23rd for 12 people at The Continental in Kensington on Open Table and it said that a cancellation within 48 hours is subject to $20 per person charge to the credit card on file.

The day before our reservation, one of the families we were supposed to dine with had an emergency, and we decided as a group not to go out of respect for their situation. There was no answer when I tried to call the restaurant so I messaged their IG page and told them the situation, and politely asked if there was any chance at all that we could cancel without penalty. If not, we would make every effort to still make our reservation as we didn't want to get charged. They asked me for the name the reservation was under, and then stopped replying. I decided to call The Continental directly to confirm. I spoke with a woman and asked again if there was any way possible to cancel our reservation without penalty and she said it would be okay, then passed me to the manager.

The manager came on the phone and I began to once again make my request, when he interrupted me and said "Ya, I already canceled this reservation." I could sense he was a little annoyed so I just said thank you and went about my day.

The next day I was charged $240 for the no show! I tried to dispute with them via IG explaining that I was told by someone on the phone it would be ok to cancel without penalty, otherwise we would have made every effort to still show up. They responded saying that they're not responsible for the charge of no-shows and that it's done via Open Table, although the charge on the card came directly from the Contintental. They proceeded to say "you agreed to the terms and conditions, yes? Same thing applies for concert tickets for a hockey game, would you have the audacity to ask for a refund?" Despite getting that rude response from their team, I just asked if they could possibly deal with opentable about the refund (even though the charge on the card was from their restaurant), and then they ignored me and stopped replying.

We fully understand the cancellation policy is there to protect the restaurant. Totally get it and respect that. But we were only asking if it would be possible to cancel due to a family emergency ON THE CONDITION that they would be able to waive the cancellation fee. But we were ignored and treated in such a poor manner that the manager grudgingly cancelled our reservation without even addressing the cancellation policy despite our efforts to discuss it multiple times with the staff at the restaurant. THEN charged us $240 for the cancellation fee.

It's unfortunate as we wanted to eventually dine there in the future but will take our...

Dear owner, This review is solely our experience and does not meant to discourage or encourage people to go to this restaurant. I do not own a restaurant and will not benefit a penny from any review whatsoever.

The note that I left below was based on a deleted owner's note.

• Just a note added after the restaurant response. I think they mixed up different people here. On reservation, we called 5 minutes before our reservation and informed them we will be late by 5 minutes as a courtesy. When we arrived they mentioned they need the table by 6:50 which gives us a plenty of time to dine. I only meant this is not welcoming when you warn people on their time even though it is far far away. Google review was never a social media opportunity as you cannot monetize it. To confirm I do not have any social media activity that results in a cent of revenue. For the record, we paid the bill in full with 18% tip since the host (apparently the restaurant owner) was very polite and attending. We let them know about the issue after the payment. we did not ask for free food. I adjust my review to make sure this does not result in discouraging people to attend the business in future as our experience can be an isolated one. ... We usually do fine dining a couple of times a year especially for our anniversary. Tonight we tried the Continental based on other people reviews. Unfortunately the experience was not the best.

To start we reserved our table for 5 PM. Upon we arrived with 5 mins delay, our host told us you have to leave before 10 to 7 as they have other reservations. Fair enough but not the best welcome.

We didn't go for their 5/7 courses and did an a la carte order.

The scallops were cooked to perfection 5/5 with nice sear and translucent core. The drinks were pretty good as well. 4 to 5 The salad was fine but nothing extraordinary 3/5. The duck was somewhat overcooked, dry, and they could not get rid of the poultry after taste 2/5. The rack of lamb was burned to charcoal on the fat side. The carbon taste creeped to all components of the dish and after 2 hours of having it, I still have the carbon taste in my mouth. The salt was too pronounced as well, so high that it could make it way through the carbon taste 0/5.

We told the host and showed them the carbon (changed from the first host) about it and they said they will let the kitchen know. The first host came with the bill and when we told them about the issue they had no idea and said we should let him know beforehand so they can change it. Fair enough, however, that charcoal should not make its way to the plate in the first place. We generally don't like to ruin our anniversary with arguing on food. Unfortunately the picture is not from the burnt fat side. All dishes were served with the same mash and veg. I may not visit again. Judging from the bad and good reviews, It can be a large swing between hit and miss, but appears to have more good reviews so up to...

We searched for a classy new restaurant for awhile. We usually eat fairly early to beat crowds and to hopefully ensure my steak is cooked properly and we can get the table we requested. We chose the fireplace as it was on their gallery and we love sitting by one. Our reservation was for 5pm. We were told by our server when we arrived that the fireplace was requested by another table so we couldn't have it. We were more than ok to sit at a different table. It was so cute walking in and the atmosphere and music was beautiful. First drinks were wonderful. We ordered our meal. That wait was what we expected based on the reviews and we were enjoying our evening so it was ok. Both our steaks we orederd came wayyyyyy under done. I asked for medium well. It came medium rare. The picture is the second time it was sent back. The server then schooled us on that the kitchen checked it with a thermometer and any more it would be well done and basically what did we want him to do. I was starving at this point waiting 45 minutes for food as we came hungry, so I said just leave it. I did not eat the steak *such a waste! And ate the potato and vegetables. He did take it off our bill begrudgingly but ignored us the rest of the night till we asked the new server on staff for our bill.

This was such a shame as we loved the place! If we decide to come back at least we know what to expect and will ensure our food is hopefully prepared properlly. And not have the same server.

Also we took a picture 1 hour after we arrived.......no one was sitting at the fireplace we requested. I am assuming because it was for 4 people but we also made or reso for early also for that reason. And the steak picture is the second time it was brought back. That is not even close to medium well.

In response to the restaurant's reply.

I don't think you read or understood this review.

1. We asked for the table by the fireplace. Not the window. We went with that option, only because we were declined the fireplace. Again, I believe it's because it was a table for 4, not 2. And no one sat there the whole time we were there. Nor the restaurant for that matter.

2. We chose not to order appetizers. Not refuse/ or decline them.

3. I declined the offer of a new steak because it was cooked incorrectly twice in over a 45 minute span. Why would I risk it a third time and wait an additional 45 minutes while my husband sat there not eating his meal waiting for mine, again. We were hungry. I opted to just eat the mashed potatoes and the outside bits of the steak I could eat.

4. Your server was then rude and ignored us the rest of the evening.

How is any of the above the fault of the customer?

No we will not be back. Nor will you have very many customers I would...