Cloud Lounge — Restaurant in Virginia

Here is my recommendation to this place. If you have kids, please stay away from this place. Here is why!

I called this afternoon to make reservation for 6 adults and 6 kids. The lady who answered the phone she said no problem. All we need is your first name and the child’s age. An hour later got a phone call just to confirm reservation and asked again about the kids age. When we arrive, they had one table it was good enough for only 4 to 5 people. I was shocked. I told the server right away. This is not enough for 12 people. She said let me get the manager and the manager came in and said well I brought more chairs for you so all of you guys can sit around the table And I said how can they reach the tables we are about 2 to 3 feet away from the tables she said OK let me go find small tables for you and she did brought two small table which is you can put one plate on it and I said it’s Ramadan iftar time it’s ok. The server wasn’t happy because I asked for bigger table, so she did not even hesitate to come ask us during our dinner. I want got spoon for myself and my family and bottle of water. We had kids under three years old did not even bring highchair for them. They had to sit in our lap. I want to check out and the manager was the person to check me out and asked how was the our service I said, nobody came to check on us so absolutely we got no service whatever. She was shocked she said wait let me go check with the girl who was supposed to be helping you guys out and two minutes later the girl show up was angry at me. She said my manager told me you complain about me I said sure I did because you never showed up and said anything to us while we were eating our dinner we had to serve ourselves. And she apologized. She said I’m not gonna charge for kids or five or under and will charge kids and 12 and younger. Have price adults we charge $24.95 I said OK thank you and she took my card and charge me on. I sat on the screen there was 300 bucks charge on my card. I said hold on a second I need a receipt she said well. The machine automatically charged 20% Service fee, which is we didn’t get any service as a...

Second time visiting this place and the first time it was busy but this time it was slower and AGAIN the worse experience.

Server will not come around until you’ve sat there for 30-40 mins with no service or greeting then walks around with a mini tablet to take your order - which will either make it to you or you’ll never get it and ask them 3-4 times for the same order and instead of bringing it they will argue as if you don’t understand. Interestingly enough the 2 ladies working last night got the same negative feedback from several other patrons a few times sharing their frustration with being ignored, not receiving their orders, not being acknowledged for 30mins or so… And well instead of apologizing one of them would just walk away.

Also, I’m concerned that when she had me pay for my bill that she tipped herself because as I paid she pulled back the tablet when the screen came up. If that’s the case I would be filing a fraud claim as the patron I should determine how much your less than mediocre service was worth. It’s a form of theft and I’m sure I’m not the only one she did it to.

The hookah is mediocre and overpriced- nothing special. The guys are nice who come around with the charcoal but the place is a bit tight.

Mint lemonade was nothing special- too tart and Dubai crepe was really good. Knafeh was flavorless and cold.

Valet - free service, gratuity is not required HOWEVER, I tip because I think it’s important since they did do a job. Now this is the 2nd time they have left my key in the car rather than hanging it up and securely putting it away and then asked if I had Venmo to tip them. The valet is another mess I no longer trust. Terrible service.

It seems clean, but what sets the tone is how many times you have to get up to go find a server…I wouldn’t recommend this place unless you want to be upset about your evening being ignored or serviced incorrectly and wasting your hard earned money here…oh and let’s not forget risk having...

This place has a lot of potential but unfortunately the service is so incredibly bad that it masks all of it. These people are so incredibly slow and inconsistent. Took about 2 hours to get our food items and hookah and drinks and each one came at different times, with the drinks coming out last! Part of this problem is that they will automatically give themselves a 20% tip on your check while you are not looking (they will quickly select the button and don't let you do it yourself). Obviously if there is no consequences for bad service (i.e. no or low tips) there will be no incentive to provide better service - they're gonna get the same tip if they do great or do awful, and they do awful.

Give the card machine to the customer and allow them to review their bill and select the tip amount they choose as appropriate. If you are afraid that people will not tip you, then provide better and quicker service. That is the whole point of tips.

Care more. The employees acted with no sense of urgency, and even if they are busy, this should be communicated to the customer and updates on where their order is should be provided. I get it, places get backed up sometimes, but this is no excuse - be more efficient, hire more staff, or at the very least be attentive and communicate with the customer.

What is worse is that after all the wait, the food came out cold. Meaning it was probably ready long ago, yet no one bothered or cared enough to get the food out to the customer. This apathy is unbecoming of any restaurant, especially one charging such premium prices for...