ComplaintsforThe Langham Huntington, Pasadena

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  made reservations to have lunch here with visiting family and after dining gave $90 tip, the server came to the table and embarrassed me asking the tip was not enough, while in reality she didn't even deserve that for the service she provided and the terrible food she served. the whole family got sick from the poor quality of food they gave. contacted the management via email days later and someone called me weeks later to say that they apologized and that a lot of the items we had ordered is now off their menu because they too realized it was not good. she said she would speak with their food and beverage team for refund and since then a month passed and now my emails are being ignored. the full amount needs to be refunded as I'm NEVER returning to this establishment. paying $610.79 and $90 tip just to get food poising (all of us including the kids) plus they had the nerve to come to my table and ask for more tip while embarrassing me in front of my guests. this is Langham hotel but seems like it's more like a low class hotel and dining establishment now. I am NOT going to allow them to do this. Need be, I'll make sure this is all over the internet for them to learn their ******* meanwhile, I need you help in helping to resolve this with this merchant.

  Business response

  04/03/2024

  Our intent is to never offend anyone, but to only offer excellent service and provide genuine care for all our guests.  We had reached out to this guest offering a partial refund after receiving her first email .  The guest informed us that she was not interested in a partial refund.  A full refund had been made on 3/7 and this request was resolved before the guest submitted to the BBB.  We had spoken with our employee regarding the incident and there had been a misunderstanding regarding the tip as she was trying to inform the guest that an automatic 20% service charge applied to larger parties and the server wasn't not going to add it to her final bill.  An investigation was done regarding the food and no other guests had reported feeling ill.  

  Customer response

  04/23/2024

   
  Complaint: 21462749
  
  I am rejecting this response because:

   

  while the refund has been processed already, their communication is below satisfactory as they ignored emails and only weeks after they initiated refund someone called me and said we apologize for not communicating but on 3/7 we processed a refund 

   

  So stop with your we strive for excellence and blame me that I reached out to BBB after you processed a refund. You only need gnomes emails and calls and never communicated that you refunded. I was not aware of that and even after you processed a refund without calling to let me know it took over a week until it arrived in my account. Dont attempt to make yourself right by blaming me when you indeed were the one at fault. 
  

  also, if the 20% was mandatory then it should have been added to the bill automatically and not ask the card holder to add a gratuity. And the whole issue was not due to what youre asking guests to tip your employees, but the way your employee embarrassed us in front of our guests saying the tip is not enough. Also, instead of blaming guests go ahead and take a bite of your food, maybe youll understand what kind of poor food youre feeding your guests. A restaurant at Langham should be buying exceptional and not warmed up food with sauces from ******* At least hire real chefs. I will never return to your facility and a word of advise - learn from what customers are saying instead of attempting to defend yourself when youre head to toe sunk in mud. 
  
  Sincerely,
  
  ****** ******

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