Dear Turtle Bay Management,I am writing to express my deep dissatisfaction with the experience my group and I had at your Leicester Turtle Bay location on 7th December for our annual Christmas gathering. The events of the evening were far from what we expected and caused significant inconvenience and distress to our group.We arrived at the venue just before 7 PM, as our table was booked for this time. Upon arrival, we were informed that our group would need to be split into two, which was not ideal but we decided to proceed regardless. Our starters arrived at approximately 7:45 PM, 45 minutes after we were seated. At 9 PM, we inquired about the delay with our main courses and were informed that there was a backlog in the kitchen, with no clear indication of when our food would be served. This was extremely disappointing as we had been told at the time of booking that the restaurant would need the table back by 9 PM. Consequently, we missed our cocktail-making class, which we had booked and paid for in advance. The mains eventually arrived at 9:30 PM, by which time it was too late for our class. Due to the delays, no one had their desserts, and it was now after 10 PM.When we asked for the bill, it was brought over promptly. However, the staff encountered issues because our table wanted to pay separately rather than having one person settle the entire bill, which amounted to over £600. The waitresses approached our table with attitude, as they had to do additional calculations. One waitress who received cash payments even took the money home on a train to Birmingham. This led to the manager, Snoop Mistery approaching our table with an extreme disappointing attitude displaying a very unprofessional conduct and is certainly an embrassment to the title manager. Snoop accused our group of theft without conducting a proper investigation. This was incredibly upsetting, especially as we are a domestic violence therapy group.After an hour of listening to Snoop's unprofessional accusations, it was eventually confirmed by another staff member that the waitress had indeed taken the money home. Despite this confirmation, we were still not allowed to leave until the money was deposited. Meaning, we were held against our free will causing further distress to our group members due to their domestic violence history. This entire ordeal lasted for 60 minutes, after which our evening was completely ruined. Looking back now, I should have rang the police, as I was fearful this ordeal was not going to end. I would like the following points to be addressed:1. Why did your staff not close the tab even though it was your member of staff who had taken the money? Is this normal practice? This essentially amounts to theft from your staff.2. Why were we not allowed to leave even after it was confirmed that the staff member had taken the money? I had to contact my friends who had left to send me confirmations that they had paid their bill.3. If there were delays in the kitchen, why were we not informed of this upon entry?I trust that my complaint will be investigated thoroughly and that I will receive a prompt response addressing the above issues.
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Turtle Bay - Caribbean Restaurant. Caribbean eating & drinking... cool cooking with hot flavours!
