A Michelin-star restaurant has hit back after a couple complained that they were charged €250 (£215) for cancelling their booking - because their sick child had to be rushed to hospital. The owner of Bastion, a wine bar and bistro located in Kinsale, County Cork, Ireland, said they wished to explain the situation after they were accused of billing the diner's card.
Writing directly in response to the complaint, co-owner Helen McDonalds said that the award-winning eatery "did not charge you for nothing", adding "we charged you sir because you gave us 30 minutes' notice for a cancellation for two people and your table sat there empty all night with all the food that was prepared for you and your wife put in the bin".
The restaurant has only 12 tables and a maximum capacity of 36 diners, meaning customers often have to book well in advance. Its tasting menus are also priced at €130 (£113) per person, according to the website. Helen added that restaurant staff also asked the customer if they could find someone else to attend the booking in their place, according to the Mirror.
She continued: "I phoned you back and asked if you had any family or friends who might like to avail of the booking to avoid having to charge the cancellation fee and it would help us fill our 12 guests we do per evening and contribute to the atmosphere. You said no that there was no one that could take it at such short notice however you felt we should be able to fill your booking at short notice but you couldn't.
"You then offered me your voucher details to take payment for the cancellation charge. We did indeed redeem your voucher towards the cancellation fee as you requested, so you can understand why I was surprised to see this review.
"You phoned with the voucher details and then abuse us when we use them.
"I understand you had a family emergency to deal with on the night however we apply one rule for all guests. We don't pick and choose who we charge the cancellation fee to as I don't think that is fair."
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