we were absolutely enjoying the experience (agreathomely decor with books around and very nice interiors, good hookah with relaxed atmosphere) until 10 minutes before we were to leave. we were even planning to bring more friends there due to the atmosphere.
in comes a “captain” whose name was rosario rodriguez , i think, and spoils our experience - he said we can’t sit there more than 90 minutes and ask for a coal change on the sheesha. i asked whether there was any rule of that sort, and he said it is mentioned in the digital menu. i checked with him and it was written nowhere. none of the sheeshah places in bangalore has ever said anything this rude to me.
i also told him we were just about to leave in ten minutes and i just wanted one last change. we had ordered a lot of food and some alcohol already by then. i was surprised at the way he told me that. i just told him i don’t care and almost immediately left.
my take is - in the hospitality industry, if it doesn’t cost you to do something , you should really look to do it.
sorry chapter one , you did many things right this evening. but , because of this one man, i will think twice before i come there again. he may have tried to bring more revenue by denying me the change and hoping i’d order another, but you’ve lost a customer with that myopic approach.