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LETTER: 'We sincerely apologize to our customers'

The owners of the new Level Resto Lounge admit they made a mistake in offering discount to customers from Brampton and Mississauga

GuelphToday received the following letter from the owners of the new Level Resto Lounge.

Canada has over the years become a demographic composition being culturally infused by citizens from many countries of origin and backgrounds. One of that diversity including food as being an important part of culture. At Level, we try to introduce mediterranean and middle eastern fusion cuisine from south east Asia.

In view of the recent pandemic we take extreme measures for our visitors to ensure quality service and a safe environment to dine in. From meeting and greeting to taking orders and processing payments, our employees perform the standard operating procedures to improve productivity and efficiency of service and performance. Our restaurant is spacious enough to provide perfect ventilation and space for tables to be seated six feet apart.

In order to incur that extra cost and the anxiety of being recognized we took certain marketing measures that targeted inhabitants of different region by offering incentives that would raise awareness among people regarding our business. It was never biased except the marketing strategy was a long term initiative to attract our target audience from different regions as well but we probably overlooked this issue that lead to a flare of mixed opinions and issues that was not thought of.

We sincerely apologize to our customers for the miscommunication and inconvenience that it brought to them. We ensure you that it was dealt with as soon as we got notified. In response to the criticism we have increased our SOP’s at the restaurant to ensure customer satisfaction and we request you all to come visit us.

We would like to take this opportunity to thank and appreciate GuelphToday for recognizing our hard work put into this small business. Their article helped raised this issue and provided us with means of reaching to our customer. Looking forward to serving you all.


Faizan Shaban and Milad Adibi Seden
Level Lounge