My friends and I had a very terrible experience at Royer's while visiting the Spring antique show in Round Top. We had made reservations with a credit card and were told if we cancelled less than 3 hours prior to our reserved time our card would be charged $25 per person. OK, we were at the restaurant on time and were seated at a table barely large enough for 4 people. There were 5 of us. The restaurant capacity is 38 and we counted over 50 people scrunched together around small tables. OK, we could deal with it even if it is a safety hazard. Next, we looked for the restroom and saw a sign which said, "Restroom closed due to enormous crowds". Not good. In lieu of an indoor facility there were 2 Port A Cans outside the front door with an outdoor hand washing facility. We are really good troopers, but this was getting ridiculous. Now the best part. We had our meal and pulled out the credit card to pay only to be told that they do not accept credit cards and only took cash or a check. Whaaaaaat? They took our card for the reservation, but now they wanted our green back dollars only. The evening was going down hill. A customer at another table asked to speak to the owner to voice a concern since she did not bring cash or a check and needed to pay. The owner came up to her and yelled, "Pay your tab and get out", then threatened to call the Sheriff. This double standard is unacceptable in my book. My friends and I will not return and hope this helps others avoid an unpleasant experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 July 2008
I’m the founder of Royers Round Top Café, Bud Royer, I’m the one the WanderwomanTexas referred to in her post. I was totally out of line that night and I am grateful for the opportunity to be able to sincerely apologize to her & her party for how I handled the situation at the table next to them. I’m so terribly sorry that the evening proceeded to go down hill for your party. I make no excuses for my actions as I am so reminded that I walk with feet of clay. In no way is this post to be construed in anyway, shape, or form as an excuse to my actions that night. I only share it to bring perspective to other very valid issues that WanderwomanTexas brought up in her post.
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The night ended up being the café’s biggest day ever, doing 60% more than we had done the previous year. It also was last night of the semi-annual spring & fall antique show, a 10-day run of 20-hour days. These are not excuses as to my behavior!
The customer at the table first reacted to my waitress, Lindsey, causing her to leave the floor crying. My daughter, Tara, came to the table and discussed the issue with the customer. Unfortunately, when I saw that Tara was getting involved in a tense discussion with the customer... I THEN OVER REACTED confronting the woman. The woman told me she didn’t want to pay her bill since she was offended that we didn’t take credit cards. It was at that time I told her to leave and would call the sheriff. I WAS SO WRONG, I am sorry that I allowed my anger to dictate my responses! She did leave, her friends remand and we were able to talk with them and apologize for the whole situation. They wanted to be sure that they would be able to come back and eat and we wanted them too in spite of all that happen.
1. Regarding Credit Cards for Reservations ~ 21-years in business we only take credit cards in our mail order. In the café we take personal checks and cash. In 21-years we have had less than 10 bad checks costing us less than a $1,000. When someone only has a credit card they can either use the ATM machine a block away, which has been there for less than 5-years, or we give them our business card and ask them to just mail a check to us. We are asked if we want their address, we tell’m that we want them to have ours. WE GET THE NICEST NOTE USUALLY WITHIN 3 DAYS THANKING US FOR TRUSTING THEM ESPECIALLY IN THIS DAY AND AGE.
2. The Spring Antique Show of 2000 we started to take reservations for Antique Week. This is the only time that we take reservations with credit card, a 3-hour change or cancellation fee of $25.00 per person if we aren’t notified of the change in their plans. We find that if we don’t take their credit card as a guarantee, 50% of those reservations NEVER honor their reservation. All reservation are called in on the phone & myself or Tara handle all of’m. We MAKE sure we tell everyone that we only take checks/cash for the meal & the credit card is just to hold the reservation. We go out of our way to clearly express this issue when the reservation is made. We know that less than 50% of those making the actual reservation for their group of friends DO NOT COMMUNICATE ALL THE DETAILS TO EVERY ONE ON THE PARTY, this is where major misunderstandings occur. As mentioned in the post we have 11 tables and so when someone doesn’t honor their reservation it has a domino effect on those that honor their reservations. Those that don’t cancel or change within 3-hours before their reservation we then charge their card through our mail order account. 99.5% of everyone shows up.
3. Regarding the restrooms during the show has to do with the city’s septic system is built for 77 people. During the antique show weeks over 100,000 antiqueers come into tiny Round Top for 10-days and the town’s septic system can’t handle it. We spend $1500.00 every show to have two port-a-cans and hand sink out front of the café for guests.
I, Bud Royer, hope that you will read this with understanding that we truly believe the sign that we have posted in the café “The customer that complains does us a favor!” I have been in the restaurant business almost 40-years and this was one of my most difficult days and I hope you will accept my apology…..WanderwomanTexas I sincerely hope to hear from you. bless, bud the “humbled” pieman!!!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC