Hello Sunday — Restaurant in Christchurch

HEADS UP for 15% surcharge on public holidays.

It’s important for restaurants to make a clear communication about the 15% surcharge on public holidays instead of using some sneaky ways to do it.

We visited HELLO SUNDAY cafe on the 27th after many good reviews but only knew we have to pay a greedy 15% surcharge when we checked out. There was only one tiny sign hidden behind the crowded counter, very hard to notice.

The complain call was bounced back by an arrogant refusion of making a clearer communication.

Being in NZ and Christchurch for 12 years, I have never gave any negative review to any place. I wouldn’t say anything if the taste is not so good because a restaurant cannot make everyone happy but I definitely do when there are improvements can be made on service.

Hello Sunday’s manager claimed that they had posts on their social media and a notice when book through their website.

First, I didn’t see any relevant posts on their Facebook and instagram.

Second, they should be aware that they are providing service to all kinds of people. Hello Sunday’s manager kept saying it’s a standard in NZ but it is not the excuse for not making it clear.

There are walk-in customers like us who didn’t go through the booking system and deserve a reminder from the staff or a message on the menu.

It might be elderly who are not very good at internet and social media.

There are also tourists who are not familiar with this so-called ‘standard’ in NZ and they’ll feel tricked and angry like us.

A clear communication of the surcharge on site is necessary and any online info is simply an add-on. It is not customer’s obligation to go through the social media or the official website of the place before they go.

As a result, an egg benny, a seared tuna and two coffees costed us $89.

People are lucky if they’re happy with the food and service provided by Hello Sunday, because if they don’t, ‘I’M SORRY BUT THERES NOTHING WE CAN DO’, as I quote the manager.

While I don’t really understand why hospitality is so special to place a surcharge, they should be the one who feel grateful that some people are willing to pay. After all it’s not THANKSGIVING on every public holiday and they are not give away free food but making MONEY.

Anyway, more public holidays are on the way, so HEADS UP for a possible 15% surcharge on public holidays if you’re going to cafes and restaurants,

Be aware of the small signs you’re very likely to miss.

And if you’re walk in instead of booking, the waitresses may not say anything about it.

HELLO SUNDAY:

It is outrageous to exaggerate a complain call as ‘abuse staff’ and saying things I DID NOT do. Please provide evidence for any ‘abuse’ happened and my words of encouraging other people.

Calm down and don’t get super defensive. You are popular but not perfect. I can’t see a clearer communication can do you any harm.

We have taken action at the Commerce Commission. We may not have enough evidence to help them make an action but will surely contribute to the stop of this sneaky way of informing customers. You better do...

I recently hosted a baby brunch for 17 people at this restaurant, with a booking made months in advance for 10:00am to 11:30am. Unfortunately, the experience fell well short of expectations due to poor customer service and lack of consideration for our group. Two of us arrived at 9:50am to bring in some balloons and get settled, only to be told that the previous group was still occupying the table and that we would have to wait outside and return at 10:00am. It was raining and windy outside, and when I asked to leave the balloons inside, the staff member I spoke to made it clear that it was a problem. She reluctantly took them and put them aside, but her demeanor was unwelcoming.

By 9:55am, guests had started arriving, and when we went back in, we were again told that the table was not ready. With about 10 people waiting, we were asked to stand in a narrow walkway, clearly in the way of staff and other patrons. We finally sat down just after 10:00am.

Coffee orders were taken promptly, but food orders took noticeably longer to be attended to. Then at 11:15am, we were told we had five minutes left and needed to leave. I clarified that our booking was until 11:30am, and the server went to check. She returned saying, “Sorry, you’re correct. You have an extra 10 minutes,” but her tone was patronizing. At 11:30am we were essentially rushed to line up and pay. When I politely mentioned during payment that we were seated a few minutes late and didn’t appreciate being hurried out, the waitress denied it and insisted, “No, you weren’t.” I had to respond with, “I’m not here to argue,” which summed up the unfortunate tone of the morning.

This was a special occasion for our group, and it’s disappointing that we were made to feel like an inconvenience rather than valued customers. The lack of courtesy and inflexibility in handling a group booking—especially one planned well in advance—was frustrating and unprofessional. Sadly, I would not return for an event here again. If you cannot manage bookings smoothly, I suggest you leave a 10-15min gap between bookings if they are larger than you are used to.

Apart from the above. the food was exceptional - kudos...

Had brunch here. The service was pretty bad. We weren't told if anything was sold out until we made the order. And no one told us that there was a 15% surcharge on public holidays until we finished and saw the small sign at the counter because it's "standard in NZ". According to that ridiculous statement, I guess all the other restaurants I have been to don't belong to New Zealand LMAO

----------------UPDATE----------------

First, I called to complain rather than abuse your staff.

Second, I just wrote down my experience without any exaggeration, and I didn't encourage anyone to do anything.

Third, I appreciate your staff who sacrificed their holiday, and I would happily accept the surcharge IF I was told at first. Knowing it after finishing the meal made me feel tricked. You knew that you were busy, then why didn't you know that people waiting at the reception could easily block that small sign? You accept guests with an appointment as well as those who walk in, then it's your responsibility to make sure that they all know it. Moreover, consumers don't have an obligation to check social media before entering a random restaurant, not to mention that you didn't have such posts on your website by December 27.

At last, you run a restaurant, then you know that there are way more consumers during public holidays, which means the profit they bring can definitely cover the holiday pay of your employees. Instead of suggesting consumers to think why there is a surcharge, I recommend you to think how to run your...