I don't usually leave negative reviews because I always try to focus on the positive aspects of a…read morebusiness and give credit where it's due. Unfortunately, my experience at Great White in Venice left me disappointed, and the main reason was the service.
First, we arrived around 9:15 a.m. after seeing that the restaurant opened at 8:00 a.m., only to find out that opening had been delayed until 9:30 a.m. Honestly, that wasn't a problem at all. We waited outside, and when guests started arriving, we got in line and ended up being among the first few parties seated.
The food itself was good, and the restaurant has a great atmosphere. My issue was with our server, Nate. I understand that everyone has bad days, and I also work in the hospitality industry, so I try to be very understanding. However, the service felt extremely cold, detached, and uninterested from the beginning to the end of our meal.
I'm not expecting over-the-top friendliness or a formal introduction, but there was virtually no warmth, no engagement, and no sense that he wanted to be there. Throughout our visit, an older gentleman working on the floor (possibly a busser or food runner) showed far more hospitality, attentiveness, and genuine care for guests than our actual server did.
After we had finished eating, I ordered an orange juice while waiting for some pancakes to-go. I was asked whether I wanted the juice for here or to-go, and I specifically requested it for here. I then waited approximately 30 minutes. During that time, I received my check, paid my bill (including a generous tip), and watched multiple tables that had been seated after us receive their drinks and food while I continued waiting.
My server walked by several times, looked in our direction, but never followed up or asked if we were still waiting on anything. Eventually, I flagged down another server, who was very kind and immediately looked into the situation. She returned and explained that the orange juice had apparently never made it onto the screen. However, I had taken a photo of my receipt, and the orange juice was clearly listed and charged.
The issue was never the $10 orange juice. Mistakes happen. We all make them. The disappointing part was that nobody simply acknowledged the mistake or offered a sincere apology. A quick "I'm sorry, that was my mistake" would have completely changed the experience.
One additional observation: I was told that cash is only accepted if you have the exact amount. That's perfectly fine, but I think that policy should be clearly posted at the entrance or on the restaurant's website so guests know beforehand.
Again, I don't enjoy leaving negative reviews, and I genuinely wanted to leave a positive one because the food and atmosphere were enjoyable. Unfortunately, hospitality is about more than just delivering food to a table. Based on this experience, it seemed that our server either dislikes working in customer service or was having a very bad day. Either way, many other staff members we interacted with demonstrated the warmth, energy, and hospitality that guests hope to experience when dining out.