I’m not usually someone who leaves reviews, but I felt compelled to share my experience.<br><br>Inwood Bar & Grill has consistently provided disappointing service, and at times it feels like they only cater to a certain crowd. I don’t visit often, but whenever I do, it’s usually the same experience.<br><br>Last night, I made a reservation to watch the Knicks game. When I arrived, I was told I had to sit in the back of the restaurant, despite there being plenty of available tables in the front. When I asked why I couldn’t be seated there, the host told me those tables were reserved for someone else. That response confused me because I had also made a reservation.<br><br>The host then explained that I needed to specify that I wanted front seating when making the reservation. That made little sense to me because on a previous visit, I specifically requested front seating and was still placed in the back.<br><br>I understand that the online reservation system allows guests to add notes and special requests, but it also states that those requests are not guaranteed. My issue is that the outcome seems to be the same regardless of whether you plan ahead and make those requests. There doesn’t appear to be any effort to work with customers, and the overall attitude comes across as “take it or leave it.”<br><br>This will be my last time here. The customer service has been consistently terrible, and the experience never seems to improve.
Response from the owner
Hi Shawn, first of all, I truly apologize that your experience did not meet your expectations. I appreciate you taking the time to share your feedback, and I never want any guest to leave feeling that they were not valued.<br><br>I would like to personally clarify what happened that night. It was the first Knicks Finals game, one of the busiest nights we have ever experienced. We had over 500 guests throughout the restaurant, and our front area has a very limited capacity of around 100 people. Many of those front tables had been specifically requested and reserved days and even weeks in advance by loyal guests who visit us not only for major games, but support us throughout the entire year.<br><br>Our intention was never to make you feel less important or that we only cater to a certain crowd. Everyone is welcome at Inwood Bar & Grill. We simply had to honor previous seating commitments while still making sure your reservation was accommodated. A reservation guarantees that we will have a place ready for you, but specific seating areas depend on availability and prior requests.<br><br>That being said, I completely understand your frustration, and we can always improve in the way we communicate these situations. I would love the opportunity to personally make sure your next visit is a better experience.<br><br>If you ever decide to give us another opportunity, please text me directly at 929-208-7172 before making your reservation, and I will personally do my best to arrange front seating for you.<br><br>Thank you again for your feedback, Shawn. We truly appreciate every guest who walks through our doors and hope we have the opportunity to make this right.<br><br>— Eddy Perez<br>Inwood Bar & Grill