B
Response from the owner
hace 4 meses
Subject: Response regarding your recent review Thank you for visiting us. We are truly sorry that we were unable to meet your expectations. However, as there are significant discrepancies between your comments and the actual events, we would like to clarify the facts from our perspective. Regarding your first visit on March 24th: We had a telephone reservation for a party of four, scheduled to arrive 10 to 15 minutes after you walked in. As you observed, our bar is a very small space, and we did not have seating available for four people at that time. Therefore, I used gestures and said, "Reserved. Sorry," across the counter. I certainly did not shout; the space is intimate, and we were standing close to each other. It is true that the bar was "completely empty" at that exact moment. However, we must keep seats available for guests who have made a prior booking. This is the standard definition of a "reservation." While I regret that I could not seat you, prioritizing reserved guests is the correct and fair way to operate a business. I should also mention that I keep my English communication brief because I am not a fluent speaker. While I can handle simple interactions, I do not have the skills to express complex emotions or honorifics in English. I hope you can understand this limitation. Regarding your second visit on March 25th: When you arrived, I was at the terrace and went to the entrance to greet you. We exchanged a "Hi!", which I understood as a mutual greeting. I then explained, "I’m taking a cover charge," and you replied "Yes." I did not say this in a dismissive tone. I inform all international guests about the cover charge upfront to avoid financial misunderstandings, as the Japanese "table charge" system is not always common abroad. I do this specifically to prevent any trouble during payment. Following this, you mentioned you would "bring your mother back." I confirmed by asking, "OK. You will take your mother here?" and you said "Yes." When I asked "How many?", you replied "Three." You confirmed the charge was "One thousand" (1,000 JPY) and said "OK" before leaving. I would like to add what happened next: I kept those seats held for the three of you. About 10 minutes later, another group of four international travelers arrived. However, because I was waiting for you, I turned them away by saying "Reserved. Sorry." I waited until closing, but you never returned. I am confused as to why you made a verbal reservation to return but then failed to show up, especially since I had to decline other potential guests while waiting for you. Conclusion: While you approached our entrance twice, you never actually entered the bar. You did not take a seat, place an order, receive any service, or make any payment. Given this, I must question whether it is fair or justifiable to leave a negative review for a bar you have never actually experienced, based solely on your frustration over a fully booked status or the explanation of a standard cover charge. This is the sequence of events as I recorded and remember them. I sincerely hope you find a bar that better suits your preferences. In any case, we would like to use your feedback to improve our business in the future. Thank you for your valuable opinion. Finally, I believe many travelers rely on Google Maps to guide their journeys in Japan. It is my sincere hope that those who read this will judge the situation with their own fair and sensible judgment.
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