The worse service I have received on a Saturday night. It's a real shame as I agree with the previous comment: the decor and feel of the place is excellent.
Disaster fo a Saturday Night: Had a meal with few friends (over 10 so was advised before hand over the phone that set menu would work for us). Arrived 15 mins early and informed the door lady our party had arrived to which she replied no they havent!! (yes we had, we were standing in front of her)....after sorting this out we decided to wait for our table by the bar and we were there for more than 30 mins. We were not once told by any waiters/waitresses what was happening.... asked three times what was going on to no avail. Finally sat down after 9.30 - no apology from the waitress, in fact no communication from the waitress at all. I can understand that some waitresses are better than others but having no communication is probably not ideal... Anyway finally we organised our group ie decided on wines (despite not being offered any menu or list) and cocktails and told the waitress what to write down. By this time we had a set menu list plonked in front of us and we all ordered (menu had 20 pound menu as a title) after ordering the waitress came over to explain that infact we were not allowed a starter and main and dessert from the 20 pound menu as it would be 25 pounds! this was 1) not true and 2) not explained so we decided to call a manager who didn't come but apparantly we were right and the bill would be amended. We finally ate our main course at 11pm (again not great as most of us had to get back for babysitters and were not able to eat dessert).... Then after a few lame attempts at the waitress to ask if we wanted a drink the bill came which was incorrect as firstly they had charged for 4 extra people and secondly a service charge had been added to this inflated bill. I sorted out the 4 extra people bit and this was ok (eventually, although no apology) and then as we had been treated pretty badly we wanted the service charge off the bill which was done after a talk with the manager. (I have to say this is the first time I have never payed service charge and I would have paid if at any point during the evening a manager or waitress had said really sorry your table is a bit delayed, sorry to inform you that we will be running late, can I get you a wine list...etc). Finally upon paying the waitress got shirty with us for not paying enough - it turned out she couldn't count and we had fully paid our bill, but again no apology.
Now the fact is that most of us enjoyed the food but it's not good enough bad service can completely turn what should be a good night with friends in to a disaster and the food becomes irrelevant. The food was not complicated either we all ordered from a set menu which we had organised to see before hand !!! this should have been easier. If anyone from Aruba reads this (which I doubt as you are obviously not interested in customer service here are some tips 1) get the host/hostess to smile and say hello 2) apologise if table is not ready 3) advise all your waitresses to wait on the tables and not ignore the customer 4) Waitress to the table to greet customer even if busy and not ready to seve the customer 5) COMMUNICATION 6) get the bill right and if eferything goes wrong which sometimes it does, inform the customer and apologise.
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