VIDEO 2

Hi, I want to share a situation that happened to my friend Carlos, which is very similar to the conversation we heard. He had booked a table for four at a popular Italian restaurant to celebrate his parents' anniversary. He called one week in advance and confirmed everything. On the day of the celebration, he arrived on time with his family, but the receptionist said there was no reservation under his name. Carlos asked him to check again, but the name still wasn't there. The restaurant was fully booked, so they couldn't get a table. Carlos felt frustrated and embarrassed because it was a special occasion. Later, he found out that the restaurant had changed their reservation system and lost all phone bookings without notifying customers. If that happened to me, this is what I would say to the manager: 'Good evening, I understand mistakes can happen, but I made this reservation a week ago and I have a confirmation number. Because of your internal problem, my family celebration has been ruined. I kindly ask you to find a solution right now, for example, setting up an extra table or giving us a priority voucher for another day with a discount. Also, please review your system so this doesn't happen to other customers. Thank you.