We were a party of five at Al Capone's Dinner & Show on September 6 celebrating an engagement. My…read moreaunt traveled from Ohio and was especially excited because she had been to Al Capone's several times over the years and had wonderful memories of it. Unfortunately, what we experienced was nothing like what she remembered.
Our reservation showed a 7:00 PM start, so we arrived at 6:30 as requested. From the beginning, everything was disorganized. We weren't told where the entrance was and ended up at the back of the line. Once inside, we waited in another line for drinks. Then there was no clear direction for seating. An employee eventually took our party of five to a four-top before another server said it wouldn't work and moved us.
Once seated, someone asked what salad dressing we wanted even though we hadn't received menus. I finally had to ask, "Do we get menus?"
The menu listed Italian wedding soup, which I ordered. I was told they might have run out after serving VIP guests, but then I was simply brought minestrone. When I questioned it, the server acted like I was mistaken and said the wedding soup must have been on their "winter menu." He picked up the menu to check and discovered it DID list Italian wedding soup. This was September 6 in Florida. If you're out of something, just tell the customer instead of making them feel like they read the menu incorrectly.
The appetizer arrived quickly but was cold.
Then came dinner. I cannot emphasize this enough: this was honestly the worst food I have ever eaten in my life. That is the God's honest truth. I've had meals I didn't like, but I cannot remember ever having an entire meal this unpleasant. Nearly everything with sauce was overwhelmingly spicy. It wasn't one dish. The food as a whole was terrible. When you're paying for a "dinner show," DINNER is a major part of what you're paying for.
By the time dinner arrived, our drinks were empty. No one offered refills. No water and no additional napkins. I eventually GOT UP MYSELF, asked for a pitcher of water, brought it back and refilled everyone's water. I also had to get our own napkins.
This wasn't just our table. Tables throughout the room had stacks of dirty dishes while dessert was being served. Guests had empty drinks and dirty plates everywhere. It was chaotic.
We were told they expected around 60 guests but received 129 reservations. I understand being short staffed, but if you cannot properly serve 129 people, don't accept 129 reservations. Cap the reservations. Being short staffed explains slower service. It doesn't excuse this level of disorganization.
When the server told us we could move to the stadium seating for the show, I explained that I had to get our own water and napkins because nobody was taking care of us. He asked how everything else was. We told him honestly that it wasn't good and we wouldn't be back.
After explaining the problems with the food and service, his response was:
"If the food was so bad, then why are you taking it home?"
Yes, we asked for to-go boxes because we had paid for the food. We ultimately threw it away. His response came across as rude and defensive. An offer to get a manager would have been much more appropriate.
He encouraged us to stay because the show was better, but we were done. We purchased tickets for a DINNER SHOW. Instead, we endured a terrible dinner and terrible service and were then supposed to hope the show made up for it.
We left approximately 1 1/2 hours early.
This was supposed to be an engagement celebration. My aunt came from Ohio excited to share a place she had loved with us. Instead, all five of us left disappointed.
Even the souvenir photo added to the frustration. We waited about 15 minutes to see it, and my eyes were closed. After everything else, I asked if they could at least give us the newspaper-style photo without the additional $20 charge. We had already spent approximately $149 and were leaving 1 1/2 hours early. I was simply told no. There wasn't even an offer to ask a manager.
What bothered me almost as much as the food was the complete lack of concern or effort to make anything right.
I understand staffing problems, bad nights and running out of menu items. Any ONE of these things could have been overlooked. But this wasn't one thing.
The entire experience was disorganized from arrival to departure: confusing entrance and seating, no menus until we asked, cold appetizer, unavailable menu items, the worst food I have personally ever eaten, empty drinks, no refills, no napkins, getting our own water, dirty dishes everywhere, a defensive response when we complained, no manager and leaving 1 1/2 hours early.
My aunt had wonderful memories of Al Capone's, which is why we chose it. Sadly, none of us have any desire to return.
We expected a fun dinner show and memorable engagement celebration. It was definitely memorable, but unfortunately for all the wrong reasons.
