Tokyoto — Restaurant in Maastricht

I wish I could rate this one 0 stars. Very very poor experience and Disrespectful manager. My daughter and I had dinner at this place for the first time. We took a la carte, not « all you can eat ». Half way through her sushi, my daughter found a blonde hair on her sushi (neither of us is blonde). She politely called the waitress, showed the hair and asked her to remove the plate. The waitress did not even apologize and took the plate as asked. She came back a few minutes later to advise that the kitchen is closed (15min before closing) and that she cannot replace her dinner. My daughter again politely said it was fine and advised that she take this plate off the bill. The waitress surprisingly responded saying that she cannot do that. I asked her to let her manager know so they can tell her what to do when a hair is found in the food. She disappeared for at least 15min then returned with her manager holding the same plate of food coming close to my daughter showing the top of the sushi and saying that her sweater touched the food. He had removed the hair from the plate and was coming to talk about what his made-up version of events. I could not believe what was happening and I asked him why is he coming to basically pretend that we did not complain about the hair and disrespectfully talking to us as if we were lying. On top of feeling disgusted by having eaten from food that had hair in it, we were forced into a situation to defend ourselves for a $13.5 dish. It was very disrespectful. We were so patient and we would have been fine with an apology, but instead the manger had some guts to remove the hair from the plate and come back to the customer with it just to elude that we’re lying and say that he sees one customer like us every week. All of that trying to avoid owning up to their recklessness in food handling and hope the client pays the $13.5 for this one plate. I have never experienced such a response in my life. Hair in food is a health hazard and indication of poor food handling, and the fact that they completely disregarded this hazard and additionally accused my daughter of lying is disgusting. The manager would not let her speak, repeatedly interrupting us and then trying to walk away each time we began to explain ourselves. He was rude, angry, and should not work in the service industry. This was the worst restaurant experience in my life. I would never go back or recommend this...

I went to Tokyoto twice, once was a good experience. 2nd time my wife went, today, for lunch with 4 friends. The food first of all is good, also we went to Dadawan many times recently and have only good experience there.

However today when we asked for the kids price, we told the waiter our daughter was 7 years old and we were told ' you cannot lie here' as if we were foreigners that came to Holland and lied about things and we were told we also didnt bring my Dutch daughters ID. My wife got upset and said 'we just come here to eat, why would we bring our id?its better we leave then' and the waiter responded at that point the worst thing you could say as someone who serves in a restaurant ' yes its better you leave then'

and quickly took the cutlery off the table..... This is supposed to be a restaurant, and we were almost spending 80 euro's there happily, but this is now how you treat customers... I know serivecing in the Netherlands is generally not the highest standard, I am from this country, am am from this culture, I am a dutch born and raised citizen myself... but when you have a business in the servicing area, you are meant to 'service' people, no matter how annoying their demands are, we were just asking a reasonable question and a clarification, and would expect a reasonable response. It is no style whatsoever to upset a customer and then confirm their feelings when you make them want to leave.

My wife is a European citizen in November, not because she always wanted to seek refuge here, no, because her husband lives here, we lived in 2 countries in Europe, for work, because work asked for us to be here, not the other way around. A restaurant is meant to be a place to be distracted from your worries, to relax, to forget about your troubles, not a place to be handed another set of entry rules. I do not wish to apply for another visa, I already did that properly to countries, I don't need to do it for asking a question in a restaurant.

I recommend the food, and I hope you address this issue with your staff, until that time it is indeed better we don't spend our well deserved money in this place.

I am not the type to write many reviews complaining, but this needs addressing I counted way beyond ten before writing this. But that was an insult. Yours...

It was nice until the manager told us "don't come here anymore". We had a reservation for 19, 14 people showed up (which is something we can't know upfront). We already saw that the staff was being more and more frustrated about it. 2 people wanted to have a drink and some sushi, they were told "if you don't take the full menu, you have to leave". This is literary what they said! Is this mentioned somewhere? Or during reservation NO! They left and we were just 12 out of 19. Tables were moved and other customers came. One of our friend had to leave earlier and she was told "you're in group, you leave together or stay!" so if someone has an emergency, we all have to leave? Is this how you address someone? Usually, in a group, people can pay separately . Why not this time? They charged us drinks we didn't have and adult pricing for a kid. We said it and it seemed to be an issue. Why? Did we just have to say okay, just take all our money since we are stupid? They asked the ID of the kid to see if she was below 12 (which they never did before. I didn't see them checking the ID of other tables full of kids that night...) When it was time to pay, the manager was there and i told him that we were disappointed by the service this evening. He told us that he had to reject customers because we said we would be 19 but were 12 in the end (although those tables were taken minutes after we freed them). I said, look it can happen, what should do then, not come here? He replied YES DON'T COME HERE ANYMORE. I said really? so you don't want us to come here at all? And he confirmed.

I guess they don't care about their customers satisfaction. Did I have to apologies for my group members who had issues and had to...