Augustine Casino

Initial Business Response / [redacted] (1000, 8, 2015/11/06) */ First, allow us to apologize again for this incidentIt was completely unintentional and unfortunateWhile our bartender did inadvertently serve water from a newly placed and clearly labeled "display bottle" that had been filled with water less than hours prior to this incident, we did NOT charge this guest for the three shotsWe apologized profusely for nearly minutes while the guest and her party continued to consume other alcoholic beverages and berate our floor managerIn viewing the entire incident on video, it was very clear that the utmost courtesy and respect were being offered to this guest as well as three complimentary buffets for her entire party (which she refused) Our use of display bottles was a brand new practice at the bar and had only gone into effect within the previous hoursOur bartender was unaware and did not read the label which was very clear in indicating that this was water and not for consumption or sale Again, we apologize for this incident and have never, nor would we ever, intentionally serve water instead of an ordered beverageWe do everything in our power to care for our guestsTheir safety, well-being and enjoyment are our primary focusFor years, we've been the locals' favorite and we would never do anything to jeopardize that honor and/or trust This being said, we do not owe any refund in this case as there was no payment for the drinks in questionThat particular receipt was voided while in the presence of this guest and her party and is clearly visible on our camera footage and POS system I would be happy to re-offer the three buffet meals to this guest as a goodwill gesture and welcome her back to Augustine to give us a chance to prove that we do everything we can to provide a great experience for our guests

Initial Business Response /* (1000, 8, 2015/11/06) */
First, allow us to apologize again for this incident. It was completely unintentional and unfortunate. While our bartender did inadvertently serve water from a newly placed and clearly labeled "display bottle" that had been filled with water...

less than 24 hours prior to this incident, we did NOT charge this guest for the three shots. We apologized profusely for nearly 30 minutes while the guest and her party continued to consume other alcoholic beverages and berate our floor manager. In viewing the entire incident on video, it was very clear that the utmost courtesy and respect were being offered to this guest as well as three complimentary buffets for her entire party (which she refused).
Our use of display bottles was a brand new practice at the bar and had only gone into effect within the previous 24 hours. Our bartender was unaware and did not read the label which was very clear in indicating that this was water and not for consumption or sale.
Again, we apologize for this incident and have never, nor would we ever, intentionally serve water instead of an ordered beverage. We do everything in our power to care for our guests. Their safety, well-being and enjoyment are our primary focus. For 13 years, we've been the locals' favorite and we would never do anything to jeopardize that honor and/or trust.
This being said, we do not owe any refund in this case as there was no payment for the drinks in question. That particular receipt was voided while in the presence of this guest and her party and is clearly visible on our camera footage and POS system.
I would be happy to re-offer the three buffet meals to this guest as a goodwill gesture and welcome her back to Augustine to give us a chance to prove that we do everything we can to provide a great experience for our guests.