ComplaintsforThe Park at Fourteenth

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Feb. 24, my family travel to DC and chose The Park to be the venue of my sister’s birthday celebration. We made a 9pm reservation and prepaid for “expedited entry”. Upon arrival we were asked to wait even though we had a reservation. After a 30 minute delay, we received a messaged that our table was ready. We waited an additional 30 minutes to be seated after the receipt of that message. Although I shouldn’t have to say, I am suffering from a chronic illness. I explained to several staff members when they noticed my kneeled by the bathrooms. Prior to this evening, the severity of my illness was not shared with my family. The bathroom were occupied, I felt faint so I sat down on the back stairs. As it often does the nausea and vomiting set in and there was nothing I could do. There were multiple people surrounding me and I tried to explain to the staff I wasn’t intoxicated and that I was suffering. A forth woman came and make me feel even more uncomfortable than the previous people. By this time my sister found me and tried to explain that I am in-fact chronically ill and suffering. Even after explaining to multiple people and seeing me physically ill there was no consideration for my circumstances. We were repeatedly threatened with fines from multiple staff members. We were escorted out the restaurant; I was never offered medical attention after explicitly telling multiple staff members that I’m chronically ill. I’ve never been treated so poorly.

  Business response

  03/31/2023

  March 31, 2023 
  Dear *** ****, 
  Thank you for taking the time to share your experience at The Park with us. We take all feedback seriously and appreciate the opportunity to address your concerns. 
  Regarding the delay in seating, we apologize for any inconvenience caused. Our team works diligently to ensure that all reservations are honored as scheduled, but occasionally unforeseen circumstances can cause delays. We are constantly working to improve our service and will take your feedback into consideration as we make adjustments to our operations. 
  Regarding the incident involving your chronic illness, we understand that this was a difficult situation for you and we want to ensure that you are aware of our policies and procedures. As you may be aware, the Washington DC fire code prohibits individuals from sitting in stairwells due to safety concerns. This policy is in place to ensure the safety of all guests and is enforced by our staff in accordance with the law. We apologize if this policy caused any inconvenience or discomfort for you. 
  In regard to the alleged mistreatment by our staff, we take these claims very seriously and have thoroughly investigated the situation. Our staff is trained to respond appropriately to any medical emergencies that may arise on our premises. We apologize if you feel that your needs were not met in a satisfactory manner and will take steps to ensure that all of our staff are trained to respond appropriately to medical situations. 
  We understand that this was a difficult situation for you and we apologize for any discomfort or inconvenience caused. We hope that you will consider giving us another opportunity to provide you with the exceptional service that we strive for. 
  Thank 
  you again for your feedback. 
  Sincerely, 
  Marc B

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