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    Charley's Restaurant & Lounge

    4.1 (8 reviews)
    Closed • 6:00 am - 9:30 AM

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    Chicken Club Sandwich
    Sally M.

    I arrived at the Marriott late on a Monday evening and wanted to grab a quick dinner. Charley's was still open so I went down and ordered some food to go. My server so kind and helpful in providing me with recommendations. I ordered the Chicken Club and it was actually really tasty! Maybe I was hungry, but it wasn't soggy at all and the chicken and bacon were cooked perfectly. The fries were perfectly cooked too. Service was awesome. After I ordered, my server got me some water. My food was brought out quickly and she gave me some ketchup and ranch and even offered to top off my water before I headed up to my room. I had no issues with the food or service and was pleasantly surprised by the quality food and service.

    Need another double!

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    4 months ago

    Helpful 1
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    5 years ago

    Helpful 3
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    3 years ago

    Wonderful service here. Food is above average for a hotel. Good location, great bar selection!

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    2 years ago

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    9 years ago

    Helpful 2
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    11 years ago

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    7 years ago

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    10 years ago

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    Extremely disappointing experience, especially because of how our concerns about potentially…read moreundercooked chicken were handled. From the moment we sat down, our server seemed visibly annoyed. We ordered the appetizer sampler that included wings and simply asked which wing flavor was most popular. He seemed irritated by the question. When he asked whether we wanted bone-in or boneless, I specifically ordered bone-in. About 30 minutes later, we received boneless wings. I reminded our server that we had ordered bone-in, and we then waited roughly another 30 minutes for the correct wings. When they finally arrived, I bit into the first wing and immediately felt that something was wrong. I looked inside and saw red liquid visibly coming from the meat, and the wing appeared undercooked. My wife is 38 weeks pregnant, so we were absolutely not willing to take a chance with potentially undercooked chicken. We told our server, and about 15 minutes later the manager came over. Instead of acknowledging our concern or apologizing, she immediately became defensive. She insisted there was "no way" the wings could be undercooked because of their cooking process and told us the red we were seeing was normal. I showed her the inside of the wing and then cut open another wing for comparison, which looked completely different and fully cooked. She continued insisting there was nothing wrong. I explained that regardless, I was not comfortable having my pregnant wife eat chicken that appeared undercooked. Her response was essentially, "Do you want the wings or not?" We said no. She then grabbed the plate to take the wings away, but there was initially no offer to replace them even though the wings were part of an appetizer sampler we were paying for. I had to specifically ask that if they were going to discard part of something we purchased, they at least replace it. We then waited another 30 minutes for five replacement wings. Mistakes happen. A restaurant can bring out the wrong order, food can take longer than expected, and customers and staff can disagree about whether something is properly cooked. What made this a one-star experience was the way the situation was handled. Not once did the manager apologize, acknowledge our concern, or show any understanding about why two customers--one of whom is 38 weeks pregnant--would be uncomfortable eating chicken that appeared undercooked. Instead, we felt like we were treated as an inconvenience for raising a legitimate food-safety concern. Between receiving the wrong wings, multiple 30-minute waits, the condition of the chicken, and the manager's confrontational response, this was an incredibly frustrating experience. We came here to enjoy dinner and ended up spending much of the meal waiting and arguing over whether we should have to eat chicken we did not feel was safe. Very disappointing customer service and handling of a basic food-safety concern.

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