I had a very nice lunch with a client at the Bar Room today, but didn't notice until I got back to the office that we had been charged for two drinks (about $16) that we hadn't ordered. I called the restaurant, and a reservation agent took down my name and phone number and said a manager would call back. I got a call back a couple of hours later, after I had left my office, and a manager left a voicemail message offering an apology and informing me that he would adjust our check to remove all beverages, not just the ones we hadn't ordered. It wasn't a huge gesture, but I thought it was more than generous under the circumstances and certainly more than adequate to leave me with a very positive feeling about how the mistake was handled.
(Interestingly, yesterday I lunched at Nougatine with a client, and the bill was presented with charges for three prix fixe lunches instead of two. That one I caught before paying. But clearly I need to start paying closer attention!)
9 West 53rd Street, New York, NY 10019