Bar Room at The Modern: a lesson in how to handle a mistake

[Blumie]

I had a very nice lunch with a client at the Bar Room today, but didn't notice until I got back to the office that we had been charged for two drinks (about $16) that we hadn't ordered. I called the restaurant, and a reservation agent took down my name and phone number and said a manager would call back. I got a call back a couple of hours later, after I had left my office, and a manager left a voicemail message offering an apology and informing me that he would adjust our check to remove all beverages, not just the ones we hadn't ordered. It wasn't a huge gesture, but I thought it was more than generous under the circumstances and certainly more than adequate to leave me with a very positive feeling about how the mistake was handled.

(Interestingly, yesterday I lunched at Nougatine with a client, and the bill was presented with charges for three prix fixe lunches instead of two. That one I caught before paying. But clearly I need to start paying closer attention!)

-----
The Modern
9 West 53rd Street, New York, NY 10019

[princeofpork]

I have noticed more and more "mistakes" on my bill even at upscale places. However, I never find a mistake omitting drinks or dishes. Are servers just more careless or do you think this is intentional. I have looking over the bill so carefully when it comes especially when out with clients but I have no other choice.

[villainx]

I've had mistakes of omissions. But I also pay attention to the bill.

[princeofpork]

Did you report the ommision or consider it your lucky day.

[villainx]

Both. Though more often I treat it as a bonus, and tip accordingly.