I canāt tell you how disappointed we were last month when we visited Smith Tower with 6 of our friends, especially after I had talked up this venue. My wife and I have been Rum Runner Members several times over the last 8-9 years. And we love bringing visitors to the bar / restaurant with the incredible view. Our visit started out poorly when the hostess in the lobby could not renew our membership as had been done every other time we renewed. The renewal took five minutes in the past as all our information was already in the computer profile. So easy, right ? She said that we had to go online and renew, only option. Ugh ! Well, we had been at the Mariners game and, without my glasses, I had to renew on my phone. It took forever. I guess my fault for leaving my glasses in the car. So we finally get the memberships done and go to pay for the other 4 people when she informs me that there is no longer a discount if you show your Mariners ticket. Ugh ! Again. So we belly up another $ 50-60 for our other guests. We ask if she can provide us with our new membership cards, but those have gone away too. Oh well⦠We finally get upstairs , which is still the best view in town, and are given a tiny handwritten, small wine list. So disappointing after I had bragged for two days about this unbelievable experience about to be enjoyed after our baseball game. I looked like a goof. Unfortunately we have paid $ 200.00 for another year for the two of us. I doubt if we will ever go back to use the membership. Maybe there is a way that we can just cancel and get our $$$ back ? Let me know if that is an option. So sad that things change, and not in a good way. What happened ???
Response from Host
Aug 2024
Thank you for taking the time to share your feedback with us. We sincerely apologize that your experience as Smith Tower did not meet your expectations. Our goal is to provide each guest with a memorable and enjoyable experience, and it is clear that we fell short during your recent visit.
We take your feedback seriously and would like the opportunity to make things right. As a gesture of goodwill, we would like to offer a 25% discount for the bar, your Rum Runner Membership cards (they do still exist), and a partial refund. Please reach out to us directly at
[email protected] to coordinate.
We hope you'll consider giving us another chance, and we look forward to welcoming you back.
Regards,
Jessica
Director of Marketing & Events
Smith Tower Visitor Experience