Unlike a lot of Marriotts customers, we live locally, as a matter of fact only blocks from the Resort. As a result , since moving to San Antonio, we normally dine at Hgh Velocity about once a month. We obviously have had some good experiences or we would not return. These good experiences turned into one of the most horrible dining experiences we have ever had with ANY restaaurant, yes even the chain !
I ordered the Red Snapper which we were told was among the most popular. When I got the fish, it was warm, but not really hot. As I took my first bite, it was actually "mushy". I suppose the best way to describe it would be like wet bread. Thinking that it may have just been the edle of the filet, i took a bite from the middle and it was the same. I had my wife taste it, without saying a word to her, she likewise rejected it . I should point out that I was raised on the Texas coast and have eaten Red Snapper my whole life and I have Never tasted anything even close to this ! I've had fish from Luby's and Red Lobster that were significantly better than this ! ( and didn't cost $20 ) !
Needless to say, we sent the fish back, and got something else which arrived after my wife had finished her meal.
In terms of Customer Service, I was quite set back by several things. First of all I must say that with this being a first class resort, I think it is reasonable to assume, at least average Customer Service. While the waitress was polite and offered us something else, we never heard from anyone else at all... ( the chef or manager). Let me emphasize that under no circumstances did we desire any sort of "freeby". Even in chain restaurants, like Red Lobster, I have seen chefs and/or manaagement proactively involved in any Customer issue. We heard nothin.
It goes on ! The very next day, I called the Restaurant Manager, who was not available, left a message and I am pleased that he did return my phone call that same day. When explaining the whole situation and expressing to him, that it was possibly " bad fish", he assured me that he was going to investigate the entire incindent and confirmed it was not handled properly at all. He assured me that I would in turn hear back from him and he would inform me of the results of his investigation. Well, it has now been 3 weeks, and I never heard from him !
I told my wife that while we may go back to the Marriott for the ambiance , drinks etc,. that I would never eat there nor entertain our out of town guests there. I understand that when preparing hundreds of meals somethin could go wrong. LIke in most business, it's how you respond to a problem that makes the difference ! In this case,,, NO RESPONSE !
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