REVIEW OF SERVICE

I have been going to Lona's for almost 7 years and each time both the food and service has been fantastic. However going this evening with my boyfriend was a poor experience. Although the food is still delicious, there appears to be a new way of service, whereby you are expected to pay immediately after ordering. I have not had to do this before and I was surprised, as this is a nice place I expect to sit down to relax and enjoy my meal. This is not a cheap takeaway where you are expected to pay upfront. There is a 10% service charge here and I spoke with the waitress to enquire as to this 10% service charge on further orders of food, drinks, and desserts. I was told each order requires a payment including the 10% service charge and if I was not happy I could speak with the manager. I explained that I was simply asking and did not want to cause any trouble, but I was planning to order another smoothie part-way through my meal and would not expect to have to pay the 10% service charge again. The waitress said they do not charge 10% additionally for takeaway orders. My smoothie was served not in a glass like it usually is but instead in a plastic takeaway cup. I presumed from the way it was explained to me that the smoothie I had ordered was somehow a takeaway. When I ordered my second smoothie, the waitress said she would not charge me the 10% service charge as a courtesy from our earlier conversation.

The waitress I spoke with agreed this is a silly thing they are doing and said maybe the manager would change this ridiculous rule in the future but I do not believe anything will be done unless people voice their concerns over this.

In addition to this evening, there was a table sat close to me who stormed off to speak with the manager after I believe they were charged a second payment, including the 10% service charge.

I am more than happy to leave a tip for the service I receive but I do not like being obliged to do so with the included service charge, as I'm sure the majority of people would agree, and I certainly do not appreciate being expected to pay a required service charge each time I place additional orders in one visit.