My friends arrived earlier in the afternoon to snag a table at what I heard, was a pretty cool spot. When I got there, my friend's informed me it took 30 minutes to get potato skins, while everyone else's food had arrived, but his. And that the waitress hadn't stopped by the table in at least 20 minutes.
Upon arrival of my drink, I ordered a quesadilla. My friend's Veggie Pizza arrived 10 minutes after I ordered, but no quesadilla. She ate her food, and her plate was cleared, but still my order had not come. After a good half hour, I asked about my food. The waitress responded with, you wanted the veggie pizza. No, I ordered a quesadilla. She left and came back 10 minutes later, and said, 'You still want the quesadilla, right?' I told her I did, I was hungry. So almost 45 minutes later my quesadilla arrived, and yes, it was delicious, but I was super disappointed with the time it took.
Along with the unacceptable waiting for food, my friends were waiting for 30 minutes for pitchers of beer, that we would remind the waitress of, but for some reason, she kept forgetting.
We were to the point where we just wanted out of there, even though it would have been wonderful to watch the sunset. We asked for our check and after waiting for 20 minutes, I got up and asked Susanah for our check and a manager.
We waited another 10 minutes, still no check and by then, one of our friends had gone up to get the manager from the bar. She came over to our table to drop the check and said, 'Please don't talk to my manager. Are you really going to do this to me?' Mind you, she had added 18% gratuity, and added a beer that no one ordered. (At one point, we had to go to the bar to pick up a beer we ordered) I honestly felt bad for her, but this service was unacceptable. We tolerated it, in hopes of a beautiful sunset view, and the fact that we were hoping it would get better and were giving her the benefit of the doubt.
The manager came over and asked what the problem was, and I explained the situation to him, and told him we wanted the beer we didn't order taken off, along with the 18% gratuity. He said that was impossible because it's their policy that 18% is added to every tab. Funny, when we told the waitress we were waiting for the manager said she would take the 18% off, and we didn't need to tip her at all, as long as we didn't get the manager involved. He refused to take off the gratuity and questioned us as to why we would stay if the service was so bad. He left the table, and when he came back he offered to buy us all a drink, but that he wasn't going to take off the gratuity. I said that wasn't what we were looking for but we wanted the gratuity off. Finally, we got the gratuity taken off. When she came back with the bill she kept saying how, no one has ever complained about her, and that she was busy, and that she does a great job, and we didn't understand her or give her the time she needed to get things done.
If it wasn't bad enough, it gets worse. We still left our waitress an over 10% tip after all of this (I couldn't stiff her as I've worked in this industry) and went to hand her the bill and say thank you for taking care of this issue. Susanah, our waitress, was talking to another table as I was saying thank you. She then told me I was stuck-up and should learn to be humble. I couldn't believe she was insulting me and said I understand you are allowed to have your opinion. The people at the table proceeded to make comments towards me, and before I left, the waitress turned to me, and said I was a b*tch. FINAL STRAW.
Unprofessional, intolerable, and completely unnecessary.
Pros: Great View
Cons: Terrible Service from Wait Staff, Unhelpful Manager