This one-star review is not a reflection of our server or the quality of the food. We've always enjoyed eating at El Patio, and it's been one of our family's favorite places to visit whenever we're in High Springs. Unfortunately, after our experience yesterday, it will likely be our last visit.
Our server was kind, attentive, and did exactly what she should have done. At the beginning of our meal, I clearly informed her that my mother has a severe, anaphylactic seafood allergy and that extra care needed to be taken to avoid any cross-contamination. She acknowledged it and noted it with our order.
Partway through the meal, my mother asked if I thought there was shrimp in her food because she believed she had tasted it. There was only one bite left, so my husband ate it to check--and it was indeed shrimp. Because my mother has a life-threatening seafood allergy, every minute matters when it comes to preventing a serious reaction.
I immediately notified our server, who handled the situation professionally and went to get the manager. Unfortunately, the manager's response was one of the most disappointing customer service experiences I've ever had.
Instead of asking if my mother was okay or apologizing for what had happened, his first response was to ask whether we had "proof" there was shrimp in the dish. Since the food had already been eaten, of course there wasn't a piece left to show him. When I asked if he genuinely believed we were making this up, he nodded and said he "kind of" thought we were lying because "this happens all the time."
Being accused of lying while dealing with a potential anaphylactic reaction was unacceptable. Food allergies are not inconveniences; they can be life-threatening. Luckily I had Benadryl on me to help sustain the reaction until we got home to give her further care.
This review is ultimately about food safety and management. Restaurants have a responsibility to take allergy notifications seriously, and managers should know how to respond with empathy, professionalism, and concern when something goes wrong. Instead, we were met with accusations and disbelief.
I also requested the owner's contact information, and initially no one was willing to provide it. Thankfully, our server eventually did.
It's incredibly disappointing because we've loved El Patio for years. Sadly, this experience has completely changed how we view the restaurant. I sincerely hope ownership addresses both the kitchen's allergy procedures and the management training surrounding food allergies and customer care, because the next family may not be as fortunate read more