I am writing to express my deep dissatisfaction with the experience my group had at your establishment. We made a reservation for 72 guests with the understanding that we would be adequately accommodated. Unfortunately, this was far from the case, and I want to outline the numerous issues we faced during our visit. This experience was not only unprofessional but also detrimental to the special occasion we were hoping to celebrate.

When we arrived, we were directed to a cramped area with perhaps 50 seats, far below the number we reserved for our group. After raising our concerns, we were told by the lone staff member on duty that additional seating could be arranged, but the space was far too small to accommodate our party. We were then told some of us could sit at the bar, where drinks and desserts were placed, but adding extra chairs there seemed impossible. I was also very concerned that this arrangement could have posed a fire hazard. To make matters worse, some guests were directed outside into 40-degree, cloudy weather with no pre-set chairs or tables. We had to arrange the seating ourselves, and while there were space heaters, only one worked. Several students ended up eating cold food in uncomfortable, poorly heated conditions, which was completely unacceptable.

Further compounding the issue, I had previously sent a list of 9 individuals with food allergies, as directed by your manager Matthew. Despite this, your staff member was unaware of these allergies and had to retrieve menus at the last minute, during which time one of my parents was met with rudeness while asking about gluten-free options.

In terms of the food, we encountered several problems: we ordered house chips but received French fries instead. When one of the chicken sandwich trays had to be replaced, a roach was spotted at the bottom of the warming tray. I am deeply concerned about the cleanliness of your kitchen and the last inspection your restaurant underwent. Additionally, there was no water in the water container—it was just filled with ice, and we had to wait for water to be added. Many of the other drinks were served lukewarm, further reflecting a lack of attention to detail.

While the desserts were enjoyed by our guests, the overall quality of the food was disappointing. Even more so, despite my complaints, neither the students nor the parents voiced dissatisfaction to avoid causing disruption. They were simply grateful for the opportunity, though they too noticed the glaring deficiencies in the service.

This reservation was intended as a reward for the students and their families after their outstanding performance at the State of Alabama Music Educators Conference. It was meant to celebrate their hard work and dedication, yet instead, we were treated with a complete lack of regard for our needs and expectations. Matthew even told me we were “unprofessional” for allowing students to post reviews, and that I had to make them take them down. I find this deeply concerning, especially since I had no idea the reviews existed until Matthew mentioned them. I did not ask the students to remove them because they reflected our experience, which was not only unsatisfactory but also disrespectful.

In 40 years of organizing group travel and dining for students across the U.S. and Europe, I have never encountered such an unprofessional and poorly managed experience. I also felt that Matthew failed to adequately communicate the limitations of your space before we arrived. The lack of preparation and the absence of any meaningful solutions left me feeling that my group’s satisfaction was secondary to making a quick profit.

The total cost of this event was $3,818.60, equating to $53.36 per person. For that price, the experience we received was appalling and does not reflect the quality I expect from a restaurant of your supposed caliber. We were made to feel like second-class citizens, and I am sure I am not the only one who left with that impression.