I was a guest at The Hotel Paisano the 21st-24th of November 2023. I would have liked to have had an opportunity to address this in person but no manager/supervisor from Jett's Grill was ever around or available. I spoke with James Mahdak at the front desk and he informed me that Carter Rowe is in charge of the restaurant and email would be the best way to reach out. Since email has garnered zero response, I'm posting here. The night of the 21st, my mother and I decided to grab a drink at Jett's Grill. We were under no pretense that we would more than likely have to wait a bit for service, which is fine, holidays are busy and we understand. What we were not prepared for was the gross lack of management, lack of supervision, lack of awareness and lack of organization. It is glaringly obvious that no one there has been properly trained to perform their jobs effectively or efficiently. The young people running the establishment tried to make it work, but the lack of management, supervision, support, and communication made their jobs, and the guests' experience, very unsatisfactory. Guests were not acknowledged or welcomed, the one bartender was overwhelmed, flustered and negligent in maintaining appropriate sanitary practices. Guests were consistently ignored and made to wait an insanely lengthy amount of time to be acknowledged, seated, and waited on. Because of this, many people left.
Upon arriving to Jett's, we had to hunt down the hostess in order to ask about ordering a drink and she instructed us to the bar. No big deal. While we waited at the bar, the bartender appeared stressed and confused, continually leaving the area unattended for long stretches at a time. We received no acknowledgement, but this being our first night there and our eagerness to experience the atmosphere, we waited. After nearly 45 minutes she finally looked our way and said "you're next, right? I don't know just go with it." We ordered two martinis. Once we finished our first drink, we decided that since the bar had significantly emptied we'd order a last martini, and pay our tab before heading to our room. I returned our empty glasses to the bar because nobody seemed to be picking up guests empty glasses around the restaurant. I ordered another round and stated I'd like to pay my bill. When the new drinks were made she poured them into the used glasses I had brought up (Not a big issue, just laziness and lack of awareness/training?) She then noticed the used toothpick, that had been in one of our mouths at some point, float up in one of the glasses and before I had time to react she grabbed the pair of bar tongs, ones that undoubtedly were going to be in direct contact with other patrons drinks/garnishes, to fish out the used toothpick then placed the tongs back to be used again. Who knows how often something like that happens or what else she may use bar instruments for besides their intended purpose. Completely inappropriate sanitary practices. The couple seated at the bar top next to where I was looked appalled and subsequently left. Unfortunately, the fails just continue. As stated, I had asked for my bill and by this point there were maybe ~5 people at the bar top. I handed my card over as did another couple. The bartender was responsible for closing two tabs. When she brought me the check and card back, it wasn't my card. She had swiped the two cards given to her incorrectly, for the wrong orders. When notified of this she became flustered and disappeared for an extended period of time. She came back with my bill of X dollars and told me she had cancelled the other incorrect bill. I tipped her 8 dollars, appropriate for four drinks. It's now been over a week later and my bank account stills shows that she did, in fact, not cancel the transaction that she made in error and instead seems to have canceled the tip I left, charged me for my drinks and also went through with charging me for the more expensive bill of another party, which I did not authorize or sign for. It should go without saying how violating it is to have someone misuse your personal finances, regardless of the amount. What happened is theft and is unacceptable. Management, training, communication, and supervision was not at all evident. The wait staff tried their best, but without proper leadership, they were set up for failure. Also, the fact that no one was ever available to fix the situation with my card despite numerous efforts to reach someone and I've never been granted the courtesy of any response from anyone at the restaurant speaks to the level of respect this establishment has for its patrons. This experience has been beyond frustrating and disappointing. read more