Failing to honor reservation times breaks trust. Acknowledge the operational failure and offer a sincere apology to rebuild goodwill.
"People were taking too long to eat and wouldn't leave their tables. We can't force them out."
"We sincerely apologize. Honoring reservation times is important to us, and we failed to manage our table turnover effectively during your visit. We are reviewing our booking system to ensure this doesn't happen again. We'd love to make it up to you."
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