I rarely leave negative reviews, but this experience at AP Rooftop was disappointing enough to…read moremotivate me.
The rooftop itself is beautiful. The views are fantastic, the atmosphere is great, and we were genuinely excited to spend the evening there.
I arrived with two friends and my service dog. Unfortunately, the service was extremely slow. We waited quite a while just to place our food order, and after ordering, we waited approximately an hour for our food to arrive. During that time, my dog had not even been offered water. If you don't want animals in your establishment we were more than happy to move on. We later learned there was a shift change taking place, which may explain some of the delays, but it certainly did not improve the experience.
We also ordered an Aperol Spritz that was being advertised downstairs. It arrived noticeably flat, but we chose not to complain because we were trying to enjoy the evening.
To provide some context, our table ordered ceviche, sliders, and two pizzas. This was not a particularly large or complicated order, yet we still waited approximately an hour for the food to arrive. When it finally did, some of it was served less than hot. Despite the delays and quality issues, we remained patient and polite, we wanted to enjoy the evening and the beautiful setting and we were hungry after a ling day at the beach.
The most frustrating part happened after we had already been seated for over an hour and our food had finally arrived. A manager approached to confirm that my dog was a service animal because he had been instructed to do so. We answered his questions and explained that we would be leaving soon anyway.
A few minutes later, General Manager Connor Anderson came to our table and insisted that my dog either be placed on the floor immediately or that we move outside. What made the situation so unreasonable was the timing. We had already been seated for over an hour, our drinks had been served, our order had been taken, and our food had finally arrived. I had literally just taken my first bite of pizza when this issue was suddenly raised.
Had management addressed this concern when we were first seated, I would have respected their position and made a decision then. Instead, they waited until after we had spent over an hour at the restaurant and had finally begun eating before forcing the issue.
My friends and I were actually considering moving outside, but the manner in which the conversation was handled felt unnecessarily confrontational and hostile. Rather than continue an uncomfortable interaction, we asked for our food to be packed to go and left.
To their credit, the staff ultimately removed the flat Aperol Spritz from our bill and also removed a beer that we never had the opportunity to drink because the situation had already escalated and we were leaving. While I appreciate that gesture, it did not make up for the overall experience or the way the situation was handled.
Several employees appeared visibly uncomfortable during the interaction and seemed frustrated by the way the situation was being handled. While the service staff had been polite throughout the evening, the management approach completely changed the tone of the experience. Instead of resolving the issue professionally, it felt as though customer experience, common sense, and the efforts of the staff were being disregarded. We left feeling that the situation had been unnecessarily escalated when a calm conversation could have easily resolved it.
AP Rooftop has an incredible location and beautiful views, but hospitality is about more than scenery. What should have been an enjoyable evening ended with us feeling unwelcome and rushed out after already investing significant time and money into the experience.
The view earns five stars. Unfortunately, the service, timing, and management of this situation did not.