In regards to your interaction with our employee, there are absolutely no excuses for his means of communication or lack thereof, there are also no excuses for his demeanor. This information should have been properly relayed to your party. Upon submission of the form, guests are presented with a notification informing them of our one hookah per guest policy and are also presented a means to view our online menu, which outlines the extra guest charge that has been implemented during the pandemic. Unfortunately we had to implement the policy since we were operating at 50% capacity and we’ve faced situations where non-smoking individuals have taken seats away from customers desiring to smoke. In addition, we understand your concern over our COVID price points improperly relayed to you. The QR code and thermometer checkpoint was a means to automate this requirement in effort to minimize human to human interaction. These check ins allow business management to reach out to customers in the event that there may have been potential exposure to COVID. Our lounge, alongside these other businesses, were following local COVID protocol in which we were required to account for any customer entering our establishment. In regards to the QR codes, you may have noticed tha t many businesses have been requiring customers to sign some sort of sign in sheet upon entrance in addition to performing temperature checks. Id like to address the following points highlighted in your review: (1) QR Codes/Extra guest charge, (2) Your interaction with the shift employee at the time of your visit, and (3) Your meeting arranged with an owner of the lounge.
Rowan, To begin with, I’d like to thank you for your review and take this moment to apologize for absolutely any inconveniences and lack of customer service that you experienced during your visit to our lounge.
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