The Gin Library — Restaurant in Aachen

Good drinks, but extremely condescending, and unprofessional staff when it comes to customer service. Some policies are not disclosed in advance.

I ordered a drink and wasn’t sure if I enjoyed the flavor and if it matched the description in the menu. I only took a sip, so the glass was full when the waiter came. I asked the staff, extremely politely, and apologized multiple times, if I could change my drink for another one. They said sure, offered me a menu, and took the first drink back without disclosing, that I would be charged for it. It is reasonable from a customer standpoint point to assume, that if the waiter agrees to swap the drink and offers to take it back, that it won’t be in the tab unless stated otherwise.

Then when I had to close the tab and was understandably frustrated about this situation and having to pay for a drink, they themselves OFFERED to take back, the bartender was extremely condescending to me and didn’t have any empathy. He made me feel insane for being reasonably confused by this whole ordeal. He started pushing that I participated in a contract while ordering a cocktail, meanwhile he didn’t even clarify all the clauses of said contract . If the waiter just told me while offering to take my drink back, that I would have to pay for said drink, I would have just kept it and paid for it later. So I am not sure, if the argument about “the contract” even holds up, if the customer isn’t properly informed of its terms. I am aware I am not entitled to a free cocktail swap if the bar has a policy against it, but I am entitled to being told clearly and in advance, what I have to pay for.

Lack of policy disclosure and retroactive charging felt extremely manipulative to me, especially for such an upscale presenting place. It felt like the staff deliberately withheld information, then overcharged me, and also made me feel stupid for being upset. Not all places have the same policies, a lot of restaurants take things back without charging in cases like this. If your policy leads to customers potentially paying for something unexpected, make this policy as clear as possible.

Extremely disappointed, gin library used to be my favorite place in Aachen but this unprofessionalism and hostility from some members of the staff is a...

The Gin Library is a real gem in Aachen! The atmosphere is cozy and stylish, perfect for an evening out. What impressed me most was the craftsmanship of the bartenders, they really know their gin and create cocktails with a lot of passion. They’re also super friendly, happy to explain different options, and always ready to recommend something new.

I’ve had some truly unique combinations here, like a beautifully balanced cocktail with matcha unexpected, but so well executed. Every drink feels like it’s made with care and creativity. If you love gin or just enjoy high-quality cocktails, this place is an...

We were a group of 4, looking for a cozy place to have a few drinks. We found this place by pure luck and it really was an awesome experience. The bartender's knowledge of his products, especially the different gins, is absolutely incredible. I had 2 speciality cocktails and one gin and each time he was spot on on what he served me only based on a few questions and the preferences I had. You must try this place and have faith on what the bartender's suggest, you will not be disappointed ! This was one of the best highlight of our...