I was at Harold's restaurant at the Sheraton Richmond in BC last night on 4th Dec 2019 with a client. I had ordered pasta and found some strands of hair in it. Our server was not available, I complained to another server (photo attached)....she looked at me with disbelief and her comment was "Really? In the pasta?" Like I was making it all up! She just whisked the plate off my table and walked off! No apologies, nothing! For 20mins no one even came by our table to check. Then our server saunters in and when I told him about it, he said "Oh! Would you like something else then?" I was still gagging at the thought of the hair I had just about swallowed! The moment I said no, he says then I shall get the bill!" I was furious by then, I asked to speak to the manager on duty. The manager Mr. Sheilly came to our table. When I told him what had happened, he just said that he was aware of it, the chef was advised. I told him that is that all he had to say! More than getting mad about the hair in the pasta I was more furious about the whole attitude of the staff who just did not seem to care. The manager stated well the server had done her duty by advising the chef. When I said that is that all they were going to do? No apologies, from any one at the restaurant? He said " well if this bothers you, I would like to tell you our chefs wear nets when they cook, etc, etc" trying justify the whole thing instead of trying to apologise for this incident. I asked him, would you not be bothered by something like this? Should we expect something like this in a restaurant at the Sheraton? His response was "Oh we serve 300 guests a day and we do not have such incidents, implying I was unneccessarily complaining". By then I was really angry, and told him that I would write a review about this on the internet. His response was priceless. He said " Well, it is up to you, what you want to do. We have some people giving us a good reviews, some bad" It was like saying do what you want, I don't really care! I was shocked at his indifferent manner! I have never come such poor service standards in the hospitality industry. With our dinner ruined, we decided to leave, so asked for the bill. Then the manager comes with the bill and states that we have decided not to charge for your main course. I was so furious, I told him that I would rather pay and not take any favours from him! But he kept insisting as he was probably aware that I was going to complain and he wanted an alibi that he did his best. In the end, he just would not accept the payment for the main course. And I was fed up by then and just wanted to leave. In this whole time, not once did he nor his staff apologise for the whole thing.
The arrogance of Sheilly and his don't care attitude really made it worse. And if the manager behaves in that fashion, what else can you expect from the staff! Although the lady at the front desk was an exception and had a pleasant demeanour.
I have been to this restaurant many times with my clients and friends. But not only will I never visit it ever again but shall warn everyone to stay away from it.