I made a reservation for four people for dinner 6 weeks in advance of visiting Lussmanns which was not my first choice of restaurant as believe me, there are many great restaurants in St. Albans, however, I was tempted by the good reviews on TripAdvisor. Our party are well traveled and visitors to various restaurants and understand the definition of excellent food and customer service.
When I made the reservation, and I now understand it is the manager with whom I made the reservation, I requested a window table on the third level and was told that this would not be a problem although as it was dark we would not see anything anyway. The view was not the issue for me but this was my request and at no point was I told during this conversation that my seating request was not possible or that it could not be guaranteed.
I confirmed my booking on the morning of our visit. We arrived at Lussmans on time only to be offered a small pokey table (suitable for 2 people) in a very busy thoroughfare to and from the kitchen. I enquired about my request for a table table upstairs and was told by the female maitre d' that the last table upstairs had just been give to an elderly couple who had complained about the cramped table we were now being offered. So, in essence our requested table had been given away which was denied by the maitre d' as she maintained requests for reservations were never guaranteed... not something ever explained to me when I made the reservation. We declined the pokey table in the busy thorougfare and as there were no other free tables were asked to take a seat downstairs whereupon we asked for a drink whilst we waited and were brought a carafe of tap water. We asked to speak to the manager and asked how he intended to sort this matter out. He stated that reservations were never guaranteed although he recalled making my reservation where he at no point explained this.
When we were eventually seated at a larger table for 4 on the middle level we were able to finally order drinks other than tap water, although we do feel that complimentary drinks for the inconvenience could have been offered.
Lussmans saving grace on this particular evening was the waiter who attended to us. He was courteous, swift without being intrusive or without leaving us too long with no service.Due to our dissappointment in Lussmans, it would not have been fair to not reward him for his service and so after dinner we paid our bill and tipped him well. On leaving we were met by the manager at the door who apologised for any misunderstanding... I believe he was referring to his misunderstandings and I assured him that it was the waiter had turned our evening around.
In terms of the food, it was good but not outstanding and we are certainly not in any hurry to return to or recommend this restaurant.
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