Francesca Restaurant — Restaurant in South Island

TLTR: Never got to try this restaurant because we were late to our booking and emailing to say we wanted to move the booking does not suffice. They have a bouncer as a server. We’re big spenders and they loss $700+ on potential dining. Don’t take your credit take away, demand a refund. I would not recommend this place if you have laggers because your reservation will be cancelled and charged.

We booked a month in advance for 7 and super excited. Queenstown’s quite small and this was highly recommended online.

We emailed as we landed to notify them we wouldn’t make it on time and requested to move it from 6:00 to 6:30.

Landed in Queenstown, we checked into our accommodation in Wanaka and headed straight over after dropping our bags.

Arrived at 6:32 and was told we were too late, our booking was cancelled and they were only to fill three tables.

We don’t have international roaming and no reception or data. We literally just landed in New Zealand.

Ben saw us approaching and we saw him move the table settings around as we were approaching the glass house. We said we contacted the restaurant via email to let them know we won’t make it on time.

He tried to call us three times but he couldn’t get through to our number. They have an email address but don’t manage during dining hours.

Ben doesn’t care. Cancelled our booking. Sized up to tell us we were too late and they don’t check emails and they tried to call. How are we meant to know they don’t check. We would have dined with a shorter time limit but Ben said he gave our table away. No availability for inside either. We gave up and walked away.

We felt deflated but hang on, what about our credit card charge…?

We walked back to ask whether we were charged. It’s not like we did a no show. We actually intended to dine and were big spenders. Too late, charged the booking through. We requested a refund, he said we could use it for take away but who makes a booking to end with no dine in service and take away?

Thankfully our friend was determined and after about five minutes of confrontation and rudeness from Ben. He agreed he’d refund it. We walked away just shocked at how our interaction was with Ben and how it felt like it could have resulted in a physical altercation with the altitude portrayed.

Reading through the negative reviews, I can only imagine how many more have been left disappointed by reservation issues and got charged a cancellation fee and left to find else where to eat.

Left disappointed, hangry and wanted...

If I could give 0 stars I would. By far the most disgusting customer service I have ever experienced and caused by the restaurant manager, Ben.

We arrived in NZ and headed straight from checkin into our accommodation to our 7pm booked reservation at Francesca for our first dining experience in Wanaka.

Upon arrival at 7:33pm, we were told our table was given away because we’re over 30 minutes late to our original time. Ben did explain that he tried calling us but we’re travelling from Australia and the number we supplied didn’t ring. We were so fresh, we hadn’t yet organised SIM cards to be able to call back, hence why we emailed.

He expected us to be on time or call. Did he really not see our email at 5pm? Which was way ahead notice.

One of us who is a female asked whether we have been charged for our booking and Ben said that we have 1.5hrs left of our booking.

We were more than happy to spend 1.5hrs there but Ben was so adamant that we weren’t allowed to dine there and that the table was already given away (we looked inside and it was clearly not taken or given away).

What was most disgusting was his body language, Ben was treating our friend in a very intimating attitude while taping his pen on the glass door. Ben stood over her in an aggressive manner, stared her down and dismissed everything we have said. Ben had refused to give us our money back and was adamant on making us pay because we were late.

After some back and fourth, he stopped to think and then said that we can have takeaway to cover our debit. At this stage, we already had a sour taste and did not want to deal with Ben any further. How can someone have such a disgusting attitude work in customer service let alone be a manager. Just because we are asians, doesn’t mean we can be treated like this. After reading some reviews, it seems that many other people of Asian descents have experienced very similar experience from the same individual. Not only does the restaurant manager Ben, display a racist attitude but also a very aggressive attitude over females.

Please consider all reviews before going here. This is...

I visited this place during my honeymoon. It turned out to be a terrible decision. My wife and I both walked away disappointed with our experience. I had higher expectation given the previous ratings.

When we arrived, we were given a high chair seating. We requested a different open table on the side and our requested was completely ignored by the owner (what we believe to be the owner). We were told by the waiter that it's up to the owner's decision. It was upsetting to see the next couple that came in getting that exact same seats.

When we asked the waiter about vegetarian options, he was unaware of which ones were vegetarian. It was not written on the menu either. He was reading the menu in front of us (which we can do on our own). He had to clarify with the chef afterwards again.

Furthermore, we ordered bread which was supported to come 3 different breads with carta di musica which was completely missed. Unclear if they ran out, but this was never clarified.

The food was par at best. The ravioli was undercooked. Assuming they were trying to get it done quickly given how busy it was. Flavoring was acceptable at best for the caliber of the restaurant.

We ordered pizza which was completely forgotten by the kitchen. The owner came to verify that we ordered it after we had finished all our pasta. There was a solid 10 min gap between when we finished all the food and when the pizza arrived.

To make matters worse, the waiter added a meat dish to our order which was only picked up because we were extra vigilant by this point.

I understand one or two mistakes but a series of mistakes like these will only take matter of time before the ratings fall below 4 stars.

I would give this place a 2 star but only reason why I'm giving a 3 star is because they were busy that night. To the owner, I would recommend taking less reservations in the future and focus on improving your food and service...