Outraged diner sparks war of words with restaurant owner after 'worst experience ever': 'What has happened to the hospitality scene?'
Kiana, who frequently shares food reviews on her social media, said she booked a table at Misc in Parramatta Park, western Sydney, for 11.15am for Sunday brunch.
The restaurant is owned by Gogglebox favourite Jad Nehmetallah and opened in October 2022.
Kiana claimed the group of four arrived five minutes late for their reservation and were told by the waiter they would need to order immediately as the kitchen was closing to prepare for the lunch rush.
'We quickly looked at the menu and order two of their platters,' she said.
'The waiter brought two platters but only one basket with two pieces of bread, and there's four of us.
'So we're trying to get the attention of the waiter, she came back and we asked for more bread, and she said the kitchen is closed.'
After some back and forth, the table was eventually given a second basket of bread.
Kiana said while the group was eating, a staff member approached the table at 12.30pm with an EFTPOS machine and requested payment for the meal because their table was booked for the lunch service and would need to be cleared.
'We had literally just finished eating and were about to order drinks, and then she said the table is booked for lunch,' she said.
Kiana said when she protested, the waitress went away and returned to say they could stay until 1pm.
'She kept saying it's in the reservation you have a two-hour seating for a group of four,' she said.
'I brought up my reservation and I couldn't see anything about a two hour seating.'
Kiana shared her experience on TikTok, with Nehmetallah labelling the review 'harsh' and challenging the diner's version of events.
He explained last breakfast orders were taken at 11.45am to 11.50am so lunch could start at noon.
'She arrived 15 minutes late at 11.30am so we're being considerate by letting her know that we need to get her breakfast order in before the changeover,' he said.
'The kitchen shuts for a small time to change over from breakfast to lunch.
'It seems though you were on your laptops having a meeting during a Sunday service.
'At no point did we say we don't want you there. Instead we did everything we could to extend your booking.'
Kiana questioned why the presence of her laptop contributed to the bad service she received.
'There's so many rules on us as patrons now, this is a transaction,' she said.
'I pay to come to the restaurant and you in return give me my food and a good experience. It's really that simple.
'The excuse was we are really busy, but this really is not a way to run a restaurant. We were literally asked to leave. I don't know what has happened to the hospitality scene when they don't want you there and you're a paying customer.'
Kiana said the staff could have made the experience better by offering a free coffee.
The restaurant also took the time to respond to Kiana with the general manager weighing into the matter.
'I'm really sorry to hear you had a disappointing experience,' they wrote.
'That's never what we want for any of our guests. Our team always aims to communicate clearly and treat every guest with care and respect.
'We also care deeply about creating a positive environment for both guests and staff. We've heard your feedback and genuinely appreciate you sharing it.
'If you'd ever like to return, feel free to reach out to me directly via email. I'll personally make sure your next visit is a great one.'
Social media users were divided with some defending Nehmetallah.
'Jad is known in the community for his dedication and generosity,' they said.
'If someone had a negative experience, there are respectful ways to address it.
'Posting to tear a place down rather than reaching out directly doesn't solve anything—it just spreads negativity.'
Another said 'every' restaurant has a two hour window.
'For someone who's worked in hospitality, you should know that! Don't bash a small business in public. You sound petty.'
Others defended Kiana and said she had every right to be upset.
'I think they may have forgotten without the customer there is no restaurant,' one wrote.
'I totally agree that they should have compensated for the bad experience, but unfortunately some businesses don't care about their reputation.'
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