I decided to take several days to write this review since I beleive that it wouldn't be fair to write it with the heat of the situation.
Last 5th of August I got married with my partner in Melnik and we decided to book a...table in Na Hradbach, obviously informing them that it was a wedding (small wedding, less than 15people), they offered us to put music and to break a plate (apparently a tipical Czech tradition), we were informed that they did not had cake service so that we could bring ours without any problem, and we did, until that point everything was fine and they were nice with us.
The problem came at the wedding day, we arrivied and we were the ONLY table at the restaurant meaning that basically they did not had any other worries at that moment, we were received by a rather rude "I don't care" attitude waiter that did not approached us at any moment until we did asked if we could seat on the table, that it was obvious by the lenght of it, but apparently he did not had a look to the obvious wedding dress or to the well dress people under the hot sun, because there was not reception of any kind, or the "breaking plate" ceremony as promised, but that is just a hint of what was going to happen.
We sat on the table and basically we had to wait around 10 min until somebody came to bring the menues and ask if we wanted something to drink (still we were the only table at the restaurant), once we told him what we would like to drink it took another 10-15 min to bring it to the table and forgetting some drinks on the way that we had to reorder. Obviously we ordered some champaing to cheers for my wife and health for us and our marriage, but definitely I was shoked when the champaing got to the table and we had to pour the drinks by ourselves and even ask for a bucked with ice and water to keep it cold (that it is a BASIC thing to bring at the table, when ordering this kind of things), still we decided to move on and not to make a deal out of it.
At this point I beleive that it is worth to mention that both, me and my partner, are working in hospitality for over 10 years, from waiters/waitress to managers, so when I am complaining about the service provided is with knowledge and reason.
Let me continue with the experience, after that, we oredered food, that I must say, it was amazing! The problem came again when we wanted to reorded drink, once again the table did not got any atention from the rude waiter or from the apparently more simpathetic waitress, at that point there were another 3-4 tables at the restaurant with an average of 2-3 people each, that came progresively so there was no rush time at any moment, well, we oredered our drinks and AGAIN we had to wait extremely long time and AGAIN there where drinks forgoten along the way, without mentioning the waiter holding the tray with both hands while putting his finger on the top of the glass (where you drink from) to don't drop it... and obviously resting the tray on the table.
Also, I beleive that it is important to mention that on the toilets there was no soap for the hands or paper to dry your hands, that is a basic HEALTH measure, and we arried at 11:30... right after they opened, meaning that no one checked it during the whole day.
Going back to the "service", this kind of rude attitude and faces from the waiter where continues and annoying, but we decided to enjoy our day, or at least try it. We've been there before the restaurant had another tables and we were there after the restaurant had no tables other than ours, still the service was having 0 attention to us.
When we decided that was enough we went to pay and proceed to give our feedback, always respectufuly becasue we work on the industry and we know the situation, to my surpise instead of taking the feedback for the OBVIOUS misbehaviours and the lack of service, the waitress that untill that moment was the normal one, started to deflect the reality of the situation and try to justify herself by saying that they are alone and that the waiter is new, when we mentioend to her the attention issues the answer was that "if you want attention to your table you should book the restaurant to yourselves" and that at the end she does not really care becasue she is only a waitress (which is ridiculous and outrageous), despide our nice and kind approach to their rude and unrespectufl attitude she decided to leave mid conversation, another prove of the poor and sad customer service offered by the restaurant.
NOW, I speak directly to the manager or owner of the restaurant, by experince I will give you a tip that I highly recommend you to take it. When you are having a wedding becasue you know that it means money, make sure to have the right capacity of manpower to handled it and bring the attention that they deserve, definitely don't put the new guy to serve the table, if you cannot cope with it DO NOT TAKE IT!. Be at the restaurent, be responsable for it, specially if there is an event ongoing, don't leave all the responsability to a waitress and a new guy. Take ownership of your mistakes.More