Every time we go to Naples this is our one must stop to have dinner. The past four years my wife and I have been coming here to celebrate my birthday and hers. Let me start by saying that four years ago we got all the bells and whistles from Roy's. Starting with name on the menu, complimentary picture of us for her to cherish and Happy Birthday written on her desert. We so loved it that we promised ourselves that we would always come back for our birthdays. Second year we came back and we got the same service etc. The third year they forgot it was her birthday and I just thought it might have been a fluke or maybe they were too busy. We dismissed it. This year was no different. I made reservations two weeks in advanced and made sure to let them know it was my wife's Birthday. This weekend unfortunately we encountered the same issue all over again. The manager did welcome her with a Happy Birthday but that was the end of it. No special menu, no acknowledgement from our waiter as previously done, no special message on her dessert, no picture for her memories. I don't know who should be in charge of this but they really dropped the ball, once again. My wife was really dissapointed because it was her special day but the staff at Roy's just treated her like it it was just another normal day. I was totally shocked and embarrased by there lack of service on her special day. Don't get me wrong we love the food and there drinks, but it seems were going to have to pick another location to celebrate our special occasions.
P.S. My wife always orders the Filet Mignon which is the best she has ever had. The steak as always can be cut by a fork and has zero fat on it. This time the cut she received 1/4 of it was all fat, she couldnt eat it. I ordered a Hangar Steak, perfection.
Overall = great ambience, great food.
Consistency not always the same.
Waiter and bus boy were fantastic, spot on.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 17, 2013
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Thank you for your review and celebrating time and time with us. We are so sorry to hear that this happened and that your wife did not feel special on her birthday, as she should have done. We would love to connect with you directly. What is the best way to reach out? My e-mail is firstname.lastname@example.org and I look forward to hearing from you soon.
Once again, we so appreciate that you have celebrated so many special occasions with us and want to ensure every experience is the same, or better than your first two.
Jeannie Lee @ Roy's
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.