A black couple felt like they'd been 'slapped in the face' after Prezzo staff refused them a table at a largely empty restaurant.
Ashley Cole said he and his boyfriend Sonny faced "discrimination and hostility" when they visited the Italian eatery in Tunbridge Wells, Kent on October 2.
The couple had dropped in for a bite during a wedding trip, only to be told that all the tables were booked.
Unconvinced that the three-quarters-empty restaurant would fill up in the next hour as the assistant manager had claimed, they went online and booked themselves in.
As the pair tucked into their lunch, Ashley said a white couple arrived as walk-ins, were greeted warmly and taken over to a table.
"I was left feeling very sad and upset," the 30-year-old told The Mirror.
"The whole experience we had in Tunbridge Wells had a shadow cast over it by being denied service for no reason.
"This was the first time something like this has happened to me."
Ashley, from East London, said the greeting they received upon entering the restaurant for the first time was "quite cold".
When they questioned why they couldn't take a seat, they were told all tables were booked, Ashley claimed.
"He said 'I've called all the guests and they're on the way and nearby'," the employee relations advisor said.
"They don't hold tables for an hour usually, but he said 'we're doing that and we're fully booked for the afternoon'."
Determined not to let the member of staff "get his own way", the couple booked themselves a table online.
Ashley continued: "Only one couple arrived over the next hour. A white couple who were seated with no issue or push back, no mention of fully booked. They were walk-ins.
"The weather was horrible so whenever the door opened the wind came in and hit us because of the table we were sat at.
"It was so off. His customer service was off.
"Throughout our time at the restaurant there were awkward looks from the two members of staff. There were obvious moments these staff members were or had just been talking about it.
"On one occasion they were stood cross armed at the till talking and staring. When I looked over they instantly moved away from each other."
Ashley made a formal complaint about the treatment they received after leaving the restaurant, and shared the response he received with The Mirror.
Prezzo called their treatment "unacceptable", and said that Ashley and his partner had been turned away initially because of a busy lunchtime before their arrival, a move Prezzo have said was "unnecessary".
The response blamed the assistant manager's "inexperience" and said that his actions were "rude".
However, they determined that there was "no conclusive evidence" that Ashley and Sonny's treatment was racially motivated.
"Having reviewed the chain of events I am satisfied that there is no conclusive evidence that Mark's behaviour was racially motivated," the letter to Ashley read.
"He is extremely sorry that he upset you and your guest, he is adamant that your race was not a consideration and that he was “just having a bad day."
They added: "There is no excuse for this behaviour and none of our customers should feel let down, singled out and disappointed by their interaction with any member of our team."
The couple were offered a free meal at Prezzo, which Ashley and his boyfriend will not be taking.
Prezzo said in a comment: "We apologise fully and unreservedly for Mr Cole and his partner’s experience when they visited our restaurant.
"We have conducted a thorough investigation of Mr Cole’s complaint and are taking it very seriously. Our restaurant team was stretched on the day of Mr Cole’s visit and made a mistake about how long the tables are held for and the booking procedures. We have reviewed the training given and supplemented this for the whole team to reiterate our high standards when it comes to our expectations of guest relations.
"Our aim is for every customer to leave our restaurants wanting to return. We’re sorry that this didn’t happen on this occasion and are in correspondence with Mr Cole to discuss and learn from his experience."
