First Visit -- Disappointing Experience
We came in last night to celebrate my daughter's birthday, and unfortunately, our experience was extremely disappointing.
The restaurant was not busy when we arrived--there was only one other party of two. Our party of 10 was the largest group there, yet the service was still very slow and disorganized.
I ordered six seafood platters, and I was honestly surprised by the portion sizes. When I hear "seafood platter," I expect something substantial, especially based on my experience at other seafood restaurants. Here, each platter was served on a large oval plate but contained just about enough food for one person.
Each platter was supposed to come with rice or fries, but our side dishes did not arrive until we were more than halfway through our meal.
I also had to remind the waiters twice about a refill of water for our pitcher after I had already requested it.
The temperature inside was another major issue. The restaurant felt extremely hot and uncomfortable. There were only two industrial fans blowing air toward the middle of the room rather than toward the patrons, leaving our entire party sweating in the corner. The bathroom was even worse--it felt like a sauna with little to no air circulation.
The service continued to be poorly timed throughout the meal. We were already about two-thirds finished eating before the buckets that are typically provided at the beginning of a seafood meal were brought to the table. These buckets are intended for trash and shells, so by the time they arrived, we had already been managing our shells and waste without them.
Then came the bill.
A 2.5% surcharge was added to our check. This was not listed anywhere that I saw on the restaurant's website, and it was never mentioned by the waitstaff. I only noticed it when reviewing the receipt. The digital receipt states:
"to maintain our food quality and to improve services a 2.5% surcharge will be added to every check."
I found that explanation particularly frustrating. Why should customers be charged an additional percentage specifically to fund improvements to the restaurant's food quality and service? Those are things I would expect to be included in the prices already being charged.
There was also a discrepancy with the large-party gratuity. The restaurant's website states that an 18% gratuity is added for parties of six or more, yet I was charged 20%. I took a timestamped screenshot of the website showing the 18% policy and have attached it along with a copy of my receipt so customers can see the discrepancy for themselves.
Finally, they were unable to print a receipt. The waiter had to figure out how to send the receipt to me by text.
This was our first visit, and unfortunately, it will be our last.
We came in hoping to celebrate my daughter's birthday and enjoy a nice meal together. Instead, we experienced inadequate portions, delayed side dishes, repeated requests for basic service, an uncomfortably hot dining room, poorly timed table service, an undisclosed surcharge, and a gratuity discrepancy between the website and our actual bill.
I always try to give businesses the benefit of the doubt, especially when visiting for the first time. But with a party of 10 and a bill reflecting both a 2.5% surcharge and 20% gratuity, I expected a much higher level of service and transparency.
I would strongly recommend reviewing your bill carefully and comparing it with the restaurant's posted policies before paying. read more