We were a party of 15 (mixture of adults and kids). Called a couple hours ahead to make a reservation. Table was ready. Everyone arrived within 5 minutes of our reservation. Smooth arrival. We were seated.
We received bowls of their chips and salsa. I've never had a "gringa" salsa that tasted like pizza sauce. Nothing a little salt can't cure, right? Wrong. Still tasted like bland pizza sauce. Weird but whatever. Definitely won't be getting full offa this!
Eventually, our server made an appearance and took our drink orders; mixture of leaded and unleaded orders given. And we wait. And we wait. And we wait. Drinks arrive! And he vanishes. Not to worry, though! We were seated on the enclosed patio so getting refills of water myself was a snap with the "self-service" beverage station located mere feet from our table! I think our server offered refills once, well into dinner. One of our friends actually walked up to the bar, ordered another drink, waited for the drink, paid for the drink and returned to the table. Our server never noticed.
After another very long intermission from service, dinner orders were taken. Pretty straight forward; no "When Harry Met Sally" sauce-on-the-side or substitutions or anything. And then the wait ... A few rumblings around the table about the service thus far, but we are patient and understanding folk. Food arrives! Yay! Maybe, just maybe, the food will redeem an already disappointing evening... Oy. Not so much. Not only was the "bland" theme carried out through dinner but a couple of our diners received some bonus freebies! At this point, we request to speak with the manager.
Let's see... chicken bones found in two dinners (it was explained by the manager that they boil the chicken whole. What the wha?). Another dinner had a part of the chicken I have never, in my 48 years of life, seen - ever. Again, the manager was quick with an explanation.
I couldn't take it anymore so I explained to the "manager" that we are a group of friends who have been in the resort/F&B industry for 25+ years. Because of our experience, we can either be the most forgiving or the most critical of customers. This time, I choose... critical. Damn straight! We continued to explain that not once did our server apologize for anything. Not the constant -obvious- long wait times. Not his lack of attention to service. Lack of character. Nada! I don't even blame him for the food quality, he didn't prepare it. The manager's response... Can I buy you all a round of margaritas. Um, no. We're done. So he says we can show our server how we felt about service when we tip him. Really? We weren't even fishing for any comps; just a simple a-pol-o-gy. Look it up! It's a pretty valuable word.
I've never stiffed a server, and didn't break my vow this night either. However, I hope my pittance of a tip conveyed to our server that his manager needs to hold his staff accountable for their actions, and that there is much opportunity for improvement for all. read more