Luna - GRAND RAPIDS — Restaurant in Grand Rapids

My wife went down at 5:40 to wait in line to save our spot since they were not taking reservations. We were meeting two friends to have a fun night of drinks and food, so we wanted to make certain we had a place saved. I showed up close to six and waited in line with my spouse, who again had already been waiting. She had said the Hostess told her it would be about 45 minutes to an hour and that the hostess put her name down. Not a bad wait, so we continued to wait outside. After an hour and ten minutes of waiting, my wife approached the hostess and asked how long it would be, the hostess asked for her name and She saw her name was no longer on this list next to all the other names. Which is very strange. She watched the hostess re-write her name down and went back. Already we have understood it's first come first serve, but to be pushed off the list does not make sense, especially since we never left and we stayed outside the restaurant to AGAIN make sure we had saved our spot. We continued to wait, so my wife checked again for an ETA and the hostess said "we're clearing some tables for you now so it should be soon". We continued to wait. So a third time she went to get an ETA because we were seeing groups who did not wait as long as we did get seated. The hostess says "those groups were two toppers, you have a larger group." Our group was only four, and the people being sat before us (who arrived after us) were parties of 4-6. NOT two. We were entirely within COVID guidelines, we had masks, and we thought it was first come first serve? We overheard someone say that the kitchen was backed up so people weren't being seated because other tables had not gotten their food yet. However, the restaurants priority was to-go orders. Continually we saw orders being delivered outside. So people's tables being throttled was on purpose because the manager made this decision. But did we hear this from staff? Nope! We were continuously told, "you're next! You'll be seated in a minute," The GM did not come and make anyone aware, not a single hostess told people outside what has happening. They all acted like things were business as usual, but they entirely were unaware and did not care about those outside waiting. All of a sudden, a wild manager appears. And goes directly to my wife and says "I'm the manager, can I help you with something?". Her tone was standoffish, she was clearly irritated, but she was irritated at the people she's being paid to serve. My wife responds "yeah, we're just waiting for a table." She says this kind of laughingly but also in a serious tone because the hostess seems to be jerking people around with the hopes of a table. The manager says it's first come first serve. Obviously we explain we have been waiting in line since 5:40 and it's now past 7 o clock. My wife says that's why the hostess put her name down, the manager says "we aren't putting names down, it's first come first serve". Which is funny because that's exactly what the hostess was doing. The manager says the kitchen is backed up that's why they are not seating us. The manager still being brutish and sharp says "well what do you want me to do? I'm just telling you what's happening". If you think that's the juiciest bit, hold on tight. The best part of it all was when the General Manager said to my wife "so if you want anyone to yell at, you can yell at me and not my hostess staff". Our group of 4 are entirely shocked because not once did my spouse yell at the hostess staff. We were given lip service by the hostess making us believe we were going to have a table within several minutes. The sheer audacity of this so called general manager to specifically walk up to my spouse and accuse her of yelling at the staff is entirely unmerited and the claim is entirely false.

Unfortunately we will never go back to Luna, we will never try their food, and they will never get a good review from us.

UPDATE: dear owner, covid can’t be blamed for management treating people poorly. Also we never asked people to negatively review your business. Nice...

Tonight I went to Luna for the first time ever. Many friends have told me that they have great food and a cool atmosphere so I figured I would give it a try. They were not taking reservations but we're going on a "first come first serve" system. (No problem!) I decided to get there extra early in case they were busy. So I got there at 5:45pm and put my name down for 4 people. I was told it was going to be 40 minutes. No biggie. Time passed, and before you know it, it was 6:50pm. I checked with the hostess to get an update on the wait. She checked her list (I saw it as well) and my name was NOT on it. This is the SAME hostess who took my name when I first arrived. She quickly scribbled my name down and said "umm, yeah there's a lot of tables leaving so you'll be next." I said "okay", and continued to wait. 6 other groups of 4 and more were then given tables and I was still waiting. I checked AGAIN, and the hostess said "you're next on the list". I asked "like for real? Because I've been waiting since 5:45pm" (at this point it was 7:30pm. She said "yes! For sure! You're next." I said "okay, thank you", and AGAIN continued to wait. Then, about 5 minutes later, a woman came up to me and said (in a VERY rude and aggressive tone), "I'm the manager, what can I do for you?" I was slightly confused and said, "well I'm waiting for a table". She continued to say, "well unfortunately I just put the kitchen on hold because they're so backed up, so we're not seating anyone until they're caught up. THAT is why we're not seating you." Again, confused, I said, "Oh? Actually, the hostess forgot to put my name down originally which is the real reason why it's taken so long. I've been here since 5:30pm." She responded and said, "the hostesses aren't taking ANY names, actually. It's a first come first serve system." SO confused, I said, "right....then why did they take my name if they're 'not taking names'?" She proceeded to tell me that the kitchen was on hold and there's nothing she could do about it. The ENTIRE time I never once raised my voice or ANYTHING of that regard (that is NOT my style, even when I receive the absolute WORST customer service. It's FOOD for God's sake. I wouldn't yell at someone about food.) She kept challenging me and saying, "well idk why you want me to do! I'm just telling you what's happening." I said, "okay, thank you for telling me." She kept repeating herself saying, "you're not getting a table, the kitchen is on hold. I don't know what to tell you!" Again, I said, "okay. Thanks for letting me know." She then said, "yeah so if you want anyone to yell at, you can yell at me NOT my hostess staff." I was like WHOOOAAAA, excuse me??? I never yelled at anyone.My friends even stepped in and said, "whoa! She's not yelling at you. That's incredibly rude." She said, "yeah well I'm just saying, be mad at me if you wanna be mad." I was in SHOCK. The blatant rudeness and guns-blazing attitude from this "manager" was INCREDIBLY shocking and honestly quite offensive. One of the friends I was with actually owns a restaurant downtown as well and he said, "if I had ANYONE on my staff who spoke to customers like that, they wouldn't have a job." This was an incredibly poor representation of a local business. I will 100% not be returning, and unfortunately can't give you a review of the food because I didn't make it past the dysfunctional and frazzled hostesses and incredibly aggressive "manager". I wish I could give zero stars after that insulting experience. in response to the owners "apology” below I DID reach out. I left a comment on Luna's Cinco De Mayo post an Instagram, in which was immediately deleted, and I was immediately blocked by Luna. VERY professional. But thanks for the effort. The only other person who left a bad review (or as you like to call it "bashing") was another person who was with me and who witnessed the aggressive exchange. Every other restaurant in the city is dealing with the same crisis that Luna is. Covid is no excuse for that kind of unprofessional behavior. Thanks for...

I went here last night on a date. Hopefully the first date of many, but not at this place. Maybe once we are allowed to eat in restaurants again and not sit outside in their outside dining area that is freezing. The heat lamps are more for comedic relief than actual warmth. It's possible after about an hour they do slightly more than make you vividly dream of what it would be like to feel warm. Threw area they set up doesn't protect you from the wind in any way, shape, or form. It's not well lit, if you choose to eat here with the current outdoor dining option you'll be eating in the dark. You have to scan a QR code for the menu and to order, which wouldn't be a problem if there were lights set up so your phone could easily scan the code. It was a hassle. Only 3 drinks on the menu. We had to ask for water with lemons in the comment area when we ordered and we didn't even get lemons. They told us they didn't have any lemons though they could have offered us limes instead which they had plenty of. The food came in takeout boxes. When you order there's the option of leaving a tip (which I did) but they don't actually wait on you, apparently they don't want to be in the cold either. The date went very well but that was no thanks to the restaurant. The food itself was good but it was very hard to actually enjoy it when we were freezing with limbs going numb. I wish I was exaggerating but I'm not. If they served hot tea or coffee that would have greatly helped. I felt like I was in another country, possibly an ex Soviet Union country, but not the United States. Even music playing through a Bluetooth speaker would have at least made the atmosphere more enjoyable. All in all, I will not be returning to Luna until after the restrictions have been lifted and I wouldn't recommend anyone else to either. After the restrictions, I may give it another try as the food was good (though pricey) and I'm sure inside Luna it's much more pleasant. Just currently, it's pretty pathetic as it is...