The Brass Tap

Thank you for taking the time to share your experience. We are truly sorry to hear that your visit did not meet the standards of service and hospitality that we strive to provide. What you described, from the water spill incident to your dissatisfaction with several menu items, is not the experience we want any guest to have. First and foremost, we sincerely apologize to the guest who had water spilled on them. While an apology was offered at the time, we understand that more should have been done to address the situation and ensure that the inconvenience was properly acknowledged. We agree that moments like these require immediate attention and care from our team. We also want to address the concerns regarding food service times. After reviewing the ticket history from your visit, we found that the longest ticket time for your table was approximately 16 minutes, with some entrées arriving in as little as 10 minutes and 32 seconds. While these times do not indicate an excessive kitchen delay, we recognize that guest perception is just as important as the data. If your party felt there was a lengthy wait, then we clearly failed to communicate effectively and manage expectations throughout your dining experience. Regarding the food itself, we are disappointed to hear that several members of your party found their meals unsatisfactory. We understand that presentation and quality are critical parts of the dining experience, and we regret that we fell short. After reviewing your visit, we confirmed that approximately $85 worth of food was removed from your bill in response to the concerns raised. While our team did make an effort to address the issue, it is evident from your review that we did not resolve the situation in a manner that left you feeling heard or valued, and for that we sincerely apologize. The concerns you raised about service are equally important. Guests should never feel that their feedback is being met with defensiveness or that their concerns are being dismissed. We expect our team members to respond with professionalism, empathy, and a genuine desire to make things right. Based on your feedback, we will be conducting a comprehensive service standards meeting with our staff to review proper guest recovery procedures and expectations for handling concerns when they arise. Additionally, we will be implementing enhanced training sessions across all departments to ensure every team member is fully up to date on how to execute service recovery, communicate effectively with guests, and handle challenging situations with the level of care and professionalism our guests deserve. These training efforts will focus not only on resolving issues but on preventing them from escalating in the first place. We understand that an automatic service charge can be frustrating when you feel your experience did not warrant it, and we regret that this added to your dissatisfaction and have corrected any issues like this moving forward. We have issued a refund for the Auto Gratuity back to you. Let us know if you have any questions about that. Your feedback has been taken seriously and shared with our leadership team. While we cannot change your experience, we can learn from it and use it as an opportunity to improve. We appreciate you bringing these concerns to our attention and are truly sorry that we let you and your guests down. Thank you again for your feedback.