A group of family and friends visited Pappadeaux (with an advance reservation) this past Saturday,…read moreSeptember 5, my mother's 93rd Birthday. With disappointment, I write a review that is for the first time less than stellar. Our family and friends have been guests of Pappadeaux for many years. And for the past several years, it has become her restaurant of choice to celebrate her birthday each year. She loves Pappadeaux. It is only because of her love for Pappadeaux that we continue to arrange dinner for our group that averages between 20-25, simply because Pappadeaux is not group friendly; does not extend itself to make efforts to accommodate. Let me qualify the review by saying I am very aware of Pappadeaux's policy to reserve space for a maximum of 10 in one party, though they do accept reservations for more without guaranteeing the private dining room but would endeavor to accommodate. What we are told each year and clearly understand is the use of the private room requires its own staff and logistical advance planning, which is why I make the reservation well in advance. Though they can't guarantee the room, they make a note of our request and advise us to check with the manager on duty, who would make the decision.
On September 5th, we were told by the manager (Julio) that the private room was not available because they didn't have any staff that could cover that area. He said he would have to pull staff from other areas to accommodate us. And in order to assure us a good dining experience, he would seat us together with the public to guarantee us a better dining experience. Being a business owner, I clearly understood and graciously accepted the area he suggested which indeed could accommodate us all. UNTIL, I walked by the private dining room by coincidence soon thereafter and noticed a group of 10 that was not only seated in the private room but was being SERVED by a SERVER, who Julio (the manager on duty) told me minutes before was not available. On my way walking by the room sometime later (it was nearby), I noticed a different group of 10 was seated and being served in the private room that was not available to us. I do realize our group was larger (21) but however they assigned to serve the two groups of 10 (total 20) could have accommodated us. We waited hours for food anyway.
Thus, my complaint is not that the room was not available; it appears that we were lied to, as the room in fact was available and STAFFED. Julio's reasoning for accommodating us in the public dining area was to ensure we'd have a wonderful dining experience. Well, that didn't work out so well either. We received less than quality service. The food was exceptional as always. We were assigned four tables and three servers. Patrick and Chey were phenomenal servers. However, 3 guests at the table to whom the third server was assigned, had not received their meal after two hours, while others at their table had eaten. I know the timing because I know what time we were seated and looked at my watch after noticing the guests still without food at 6:08pm. When I asked one of the guests what they ordered, it was simply gumbo and a salad. No one was preparing their food; there was little to prepare! They were forgotten! I asked another server for assistance, who went to the kitchen, got approval to serve us and immediately assisted until the entire group was finally served. But they unfortunately opted to take their food home by that time. The assigned server did not return until near check time.
I could have lived with all of it, except BEING LIED TO. The private room was always available, was STAFFable and STAFFED. Whoever the space was given to came in after us.
Though my mother loves Pappadeaux, coupled with the fact that we spent nearly $2k Saturday and each year before at this event, not including what we spend in visits during the year, we would need to be TREATED AS WELL AS THE OTHER GUESTS to return. We must not be made to feel UNWELCOME, UNDERAPPRECIATED and UNDERVALUED at any time. Otherwise, it would become necessary for us to explore other restaurant options that are more customer friendly to groups and would appreciate our business.
Again, I don't mind the policy, but why not staff the room in advance when a reservation is made 1-2 weeks in advance, rather than having to check and see who is available or willing to stay in the moment, especially when you know we are coming! I believe that is a policy that needs to be revisited. I would hope that Pappadeaux's values our business enough to respond and contact us. Looking forward to hearing from you.
Pastor Olivia Johnson
