Aura Waterfront Restaurant + Patio

Dear Lesley-Ann, Thank you for sharing your experience with us. I’m truly sorry to hear about …Dear Lesley-Ann, Thank you for sharing your experience with us. I’m truly sorry to hear about your disappointing visit to Aura. Waiting so long for your table and then not receiving the service you expected is far from the experience we aim to provide. We should have done better, especially when it became clear that your table was delayed. Offering a complimentary drink or appetizer, as you suggested, would have been the right thing to do, and I’m sorry we missed that opportunity to make your evening more enjoyable. Regarding the reservation, I want to clarify that we don’t charge a fee; we only hold a credit card on file as a guarantee, so please rest assured you have not been charged for booking a reservation. However, I completely understand how the evening’s events would lead to frustration, and I apologize for any confusion. As well, we are reevaluating our booking process and will be removing the credit card hold. I’d like to make this right if you’re open to giving us another chance. Please feel free to reach out to me directly at info@aurarestaurant.ca if you’d like to continue the conversation with me. Thank you again for bringing this to my attention. Your feedback is invaluable, and I hope we can have the opportunity to provide you with the experience you deserved the first time. Sincerely, Katie Alva Restaurant ManagerMore

Dear Chloe, Thank you for sharing your recent dining experience with us. While I’m glad to …Dear Chloe, Thank you for sharing your recent dining experience with us. While I’m glad to hear that the food met your expectations, I’m truly sorry to learn about the issues you encountered with the timing of your meal and the missed opportunity to celebrate your birthday. It’s clear that the staggered arrival of your dishes impacted your evening, and I apologize for the inconvenience this caused. Having a gap in meal service such as you mentioned is not the experience we aim to provide, and I understand how this would have detracted from your celebratory dinner. I’m equally sorry that we failed to acknowledge the special occasion you were celebrating. Birthdays are meant to be joyous, and it’s disappointing that we missed the mark in making your celebration feel special. We greatly appreciate your feedback, as it helps us identify issues and improve. I’d love the opportunity to make it right by ensuring your next visit is a more memorable and seamless experience. If you’re willing to give us another chance, feel free to reach out to me directly at info@aurarestaurant.ca so we can continue the conversation. Thank you again for bringing these matters to our attention. We hope to have the chance to welcome you back and provide the celebratory experience you deserve. Sincerely, Katie Alva Restaurant ManagerMore

Dear Oliver, Thank you for taking the time to provide your feedback. I’m truly sorry to hear …Dear Oliver, Thank you for taking the time to provide your feedback. I’m truly sorry to hear about the delays and lack of service you encountered during your recent visit. Waiting 35 minutes past your reservation time is unacceptable, and I understand how frustrating it must have been for your group. It’s also disappointing to hear that no server attended to you promptly once you were seated. This falls far short of the service we strive to offer, and I sincerely apologize for the negative impression it left on your visit. I will be using this feedback for training to ensure the issue you experienced does not continue. I understand that your experience was far from what you anticipated, but I hope you might consider giving us another chance to provide you with the level of service you deserve. If you’re open to it, please feel free to reach out to me directly at info@aurarestaurant.ca if you’d like to discuss this further. Thank you again for bringing this to our attention. We genuinely hope to have the opportunity to serve you better in the future. Sincerely, Katie Alva Restaurant ManagerMore