Bianca

Review of 1500 Degrees Restaurant at the...

For the prices they charge and the mandatory 22% s...

For the prices they charge and the mandatory 22% service charge I was very disappointed with the customer service at Eden Roc.
I waited 45 mins to place a food order by the pool. It's as if you have to beg the waiters to take you into account and take your order. Finally I ordered three entrees whole by the pool and took them with me to the Eden Roc Beach. After settling in, and getting towel service, I went inside the ocean for 10-15 minutes and when I came back my food orders were gone. A waiter/busboy picked them up without even asking and the three boxes were almost full- we barely ate anything from them before going in. After complaining to the staff on the beach, I was told my orders would get replaced immediately. After 30 minutes of waiting on the food, another waitress came out and said they can't replace the orders because they "can't" communicate with the waiters by the Eden Roc pool and that I had to take care of this myself. Mind you, they go back and forth between the pool and the beach, they are all employed by the hotel but the real reason is that the order wasn't placed with her, so she wasn't the one getting paid for it, hence had zero motivation to help us, the customers.
I waited another 30 minutes for a manager (Andy)to show up and he did not so I went to look for him instead and explained the situation. He did not even tell us what he was doing, he just said to wait. There goes another 30 minutes of waiting without knowing what we're actually waiting for. After the long wait he shows up with the orders of food. Didn't offer an explanation for the 1.5 hrs we had to wait around for the staff to do the job they were supposed to do from the very beginning. I didn't even want the food anymore at that point. To top it all of, I'm forced to pay a service charge of 22% for service I wouldn't even tip 10% for. Ridiculous that Eden Roc with the reputation that it has, would treat its customers this way- less than satisfactory communication and treatment.