We are big fans of Santa Rita wines. We went on a wine trip to Chile this July and had a wonderful trip: awesome food and wine everywhere we went........except for this restaurant.
The wine tour and grounds were very good, our guide took us to the wine cellars, he explained how they make wine, its history, etc. We finished the tour with a wine tasting that came with a nice wood table with cheese and nuts. The tasting was good and the overall experience at the winery and tasting was great. After that, we had booked lunch for 4 adults and 2 kids at Dona Paula.
When we got there, the restaurant looked very nice. The hacienda style and white linens make it look elegant and sophisticated.
We got seated right away and our waiter came to offer water while we looked at the pre fixed lunch to select our choices. When my brother asked for a kid's menu, the waiter answered very sternly: "there is no menu for kids" We expected an alternative, but nothing. My brother asked him..."so, what do we do? Are there any accommodations for kids? kids My kids want to eat". The waiter left to the kitchen and came back saying that they could do a pasta and protein dish for the kids. Right away, the waiter's attitude was borderline rude, but we were too excited and happy to be there.
We looked at the menu and we all ordered our starters and the kid's food.
I ordered the shrimp which ended up being two breaded langostinos. My husband ordered the carpaccio and I can't remember what the rest ordered.
When my food came the shrimp was a disaster. The shrimp/langostino was overcooked. I was a bit surprised because I expected fantastic food given the prices (very expensive) and the restaurant's reputation.
I shared a piece of it with my husband and we agreed it was bad. I called the waiter and I told him very nicely...'"Excuse me but can you change my food?" He asked me why and I told him it was hard to eat. He asked again what was wrong and I told him it was overcooked, that I needed another one, a fresh one. He never said..I am sorry about his, let me change it...nothing.
He looked at me and told me...."And the magic word is....???" (expecting an answer) I couldn't respond and he said "POR FAVOR" (please in Spanish) with a very sarcastic tone of voice.
We are native Spanish speakers....this was no misunderstanding. It was plain rudeness and NO CUSTOMER SERVICE.
Everyone in our party was in complete SHOCK. I didn't know what to say or how to respond....We have been in all kinds of restaurants and understand that cultural differences and service levels vary from county to country...but this was unacceptable.
My husband got up and went to the manager to explain what happened. The waiter left with my plate and never came back.
The manager came and was very apologetic, he asked who the waiter was, they went to the kitchen to bring back the waiter and he never came back.
After that horrible experience we left. No lunch. Terrible service and we were sooo hungry.
I would never go back there again. This is supposed to be one of the best restaurants in that region. I guess people get used to rude waiters and never complain?
Horrible service, horrible experience. Do not go there. read more