“We were BURNED at The Renegade BBQ at The Hollywood Hardrock Hotel and Casino...”
I am absolutley FLOORED. Had dinner at Renegade on 12-8-12 at 6:30pm.
We are LOCAL South Floridians and go to casual and the finest restaurants from Miami to West Palm Beach. Due to our gandfather's 90th birthday we stayed at the Hollywood Hardrock Hotel and Casino for the weekend. I advised my sister to make a reservation at the Renegade BBQ restaurant and ask to sit by the window.
#1. When my sister called to make the reservation she told me that the person on the phone seemed to have poor customer service and did not communicate knowledge or care regarding the restaurant. She then called again on another day to ensure that the reservation was "actually made" and the request to sit by the window was noted. The same person asnswered the phone (a person by the name of ROSE) and indicated that the reservation was in fact made, with request noted. When we arrived early for our reservation, there was not one patron in the restaurant ...but we were told that there was no table set for us, and that they could not accomodate the request to sit by the window. They haphazzardly set up a table for us in the middle of a walkway. This was odd and uncomfortable---and unecessary. The restaurant never seemed to fill up but we we were treated poorly---point blank. We were sad as we were there for our grandfather's 90th birthday dinner.
#2. The food took 1 hour and 10 minutes to start to come out. Our grandfather drank 3 cups of tea as he waited. There were 4 children in our party ages 1, 4, 6 and 11---they were starving.
When we asked to speak to a manager, our waiter brought over Rose. She was "NOT TO BE BELIEVED". She came to us with a poor attitude and nothing but rude EXCUSES. As she told my sister the reasons why we were getting poor service, I asked for the excuses to stop and for her to help get the food out. She then lectured the entire table and stated, "If you all dont like it here you can leave...but if you stay dont come back complaining to me later..." We were 100% SHOCKED. She saw an elderly couple ages 88 and 90 and 4 children and was insulting, rude, and indignant. If it werent his his 90th birthday... we would have left---but they were both in wheelchairs. Antonio and the hostess(african american, tall) witnessed this entire thing. They were more professional and were CLEARLY embarrassed at Rose's behavior. They apologized for it profusely, but indicated that she was the "floor manager" and couldnt help it. This was actually the worst experience in a restaurant that I have ever had in my 41 years. We asked for the "real manager" as we thought that this had to be a "fake". We were told someone named GiGi was professional and should know about this. Rose seemed unphased as if a call to complain would not affect her in the least. All we could do is make the best of the WORST situation! This "Rose" was more of a "thorn."
#3 This is a side note, after the AWFUL experience with service, staff and accommoddations...The one thing that many of us ordered was the brisket. We asked for it to be lean ---it was NOT> Also, ordered a vegetable plate, the pearl onions were actually frozen on the inside. We were also not offerred a dessert menu.
Something is going so very wrong here.
Manager did not apologize, manager did not offer to comp anything, manager didnt offer dessert...nobody wished the 90 y/o happy birthday! I mean...This was beyond embarrassing.
The check came at full price. We paid it and left as VERY disappointed, mistreated and angry customers. Next time we will eat at Council Oak every night. The service there was TOP NOTCH again...always is.
The best advice is for the management is to evaluate staff and procedures and until this is done, customers should avoid RENEGADE BBQ restaurant.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 12, 2012
While I appreciate your feedback, it's terribly disheartening to hear about your recent experience with us, Dave. I can assure you there's nothing more important to us than customer service. We train our staff to treat customers in an attentive, professional and friendly manner and expect them to meet the high standards we set.
Report response as inappropriate
The fact that you were treated this poorly is extremely disappointing to me and I'd like to sincerely apologize for what you and your family went through. You have my word that I will look into this situation further and do whatever it takes to ensure that this type of treatment never again occurs.
Please give your grandfather my best--I hope he enjoyed the rest of his birthday. If you have any further comments or concerns please don't hesitate to reach out. We'd love a chance to put our best foot forward.
Gigi, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.