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A non-fully vaccinated diner in Singapore reportedly created a scene at Restaurant Labyrinth in Esplanade after he was disallowed from entering the restaurant.

The restaurant owner, Han Li Guang, wrote on Facebook that the incident happened on Friday (Aug. 13), the first night of its reopening.

The would-be diner had received his second vaccine dose, but only one week had elapsed, and could not be considered fully-vaccinated.

Hurled profanities, mocked staff's intellect

Han told Mothership that the patron had flashed his TraceTogether app upside down quickly.

When the restaurant staff allegedly asked to see his app again by holding it up, as they insisted on checking if it was a legitimate certificate by clicking on the vaccination status thumbnail, they realised he was not fully vaccinated.

When the staff told him repeatedly that he could not enter and that his reservation deposit would be forfeited, as per the terms and conditions, the man allegedly flew into a rage.

According to Han's recounting of the incident, the patron hurled profanities at the restaurant's general manager, and mocked the staff's intellect.

He claimed that he made the booking before the new restrictions were imposed, and that he was unaware of the 14-day window.

Han said in response that the man and his dining companion made their booking on Aug. 8, two days after the Multi-Ministry Taskforce announced that only fully-vaccinated individuals will be allowed to dine in at eateries and restaurants.

It would also have been impossible to make a booking before the new measures were announced, said Han.

This is because Restaurant Labyrinth's reservation system is handled by Chope and throughout the time when dining in was not allowed (from July 22 to Aug. 6), the system was not available.

Han also pointed out that the 14-day requirement for someone to be considered fully vaccinated has been widely publicised and the man could have reached out earlier to make alternative arrangements or cancel the booking.

Han: Reservation deposit helps cover losses slightly when customer doesn't show

After being rejected, the patron took issue with the restaurant keeping his reservation deposit.

According to Restaurant Labyrinth's reservations page, a no-show or cancellation fee "reflects the cost of food, drink and staffing incurred... in anticipation of the booking and lost revenue from the empty table".

Han explained on Facebook that Restaurant Labyrinth is a small restaurant that relies solely on reservations as there are no walk-ins.

Han wrote:

"Meaning that we prepare our food fresh everyday in accordance to the exact number of customers coming in and a lot of manpower goes into the food. If a customer is irresponsible in making a booking and showing up unvaccinated as per TraceTogether app, we definitely will not be able to seat the customer and there will be losses incurred. The deposit that we charge does not even cover the loss."

Han told Mothership that the restaurant would very much prefer to allow its customers to enter if they could.

It offered the man a compromise — it was willing to release the deposit if the man's dining companion (who was fully vaccinated) would eat on her own inside — which he did not take up.

Han said there are multiple stages in the booking process, where the no-show fee, as well as the need for proof of full vaccination status, is communicated to customers.

Those who make a booking at Restaurant Labyrinth on its website have to acknowledge twice that they will need to furnish proof of full vaccination and that those who are turned away because they don't comply with the new measures will be charged a no-show fee.

That's not all.

Customers will receive a confirmation email containing the above information once a booking has been made successfully.

Restaurant Labyrinth only offers online reservations, which means that everyone who makes a reservation at the restaurant would have come across at least two reminders.

Aside from that, restaurant staff will call customers closer to the booking date to remind them of their upcoming visit to Restaurant Labyrinth, the no show fee, and to provide proof of full vaccination upon arrival.

Han said his staff tried calling the man's dining companion who made the booking, but she did not pick up their calls.

Han also said it is the government's responsibility to communicate policies clearly.

"That's not the restaurant's responsibility. But at Labyrinth, we went above and beyond to communicate this to customers."

Asked to speak with owners

After the tense outburst, the man demanded to speak to the owners of the restaurant.

The restaurant's general manager advised him to send an email to the restaurant and they will forward it to the owners.

The man immediately stomped off, but that was not the end.

One-star review on Google

After the alleged meltdown, the patron allegedly left a one-star review on Google, claiming the service staff needed "more training", while its food was "novelty at best".

He claimed that the staff "failed to confirm with us on (sic) vaccination" and were "incredibly unprofessional during the safe entry process".

In response, Han said he is proud of his staff for remaining firm and calm throughout the exchange.

"But I feel sad that they had to be verbally abused just for abiding the law."

For context, Restaurant Labyrinth, a four-time Michelin-starred restaurant, has a rating of 4.5 stars culled from over 260 reviews on Google.

After this unpleasant experience, Han hopes that members of the public can treat F&B staff with patience, understanding, and kindness.

"Everyone in the F&B industry are struggling to make ends meet, and when policy changes quickly, we need to react quickly too. I only plead that when we look at people in the hospitality line, know that they're humans too."

He also has a public service announcement for diners: If you have not reached the 14 days post vaccination, please don't make a reservation.

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Top image courtesy of Restaurant Labyrinth.