Citricos - Our waiter jumped ship for more lucrative waters.

[bla00155]

Our party of 4 was seated 09/05/08 at 7:10pm. "Jason" announced he would be our waiter and took our drink order. The ladies had raspberry champagne.

We told Jason we would be using the dining plan. We told him that we would be using 4 entitlements on one card and 4 on the other card. He seemed confused and agitated. He referred to the "dinning plan" as "meal package".

Meanwhile Jason began taking the order of an Italian group seated next to us. They ordered an expensive bottle of wine and from that point forward, Jason's attention was devoted to that table.

The food was great, but began to sour in my mouth as I became increasing aware that we had been abandoned by Jason. He obviously had bigger fish to fry.

We were served by other waiters without explanation.

When we finished the meal, I justed wanted to pay and get out without a scene, since it was my daughters birthday dinner.

When it became time to pay, Jason finally showed up. My wife said "What happened to you? You seemed to have jumped ship." He said sometimes the waiters will switch duties.

He took our cards and I paid the extra charges as well as the Disney recommended $38 tip.

Although some would suggest leaving without paying a tip, I didn't want to confirm any ideas he might have had about us. I also decided not to complain to the manager, as that might be interpreted as "deadbeats" trying to get a free meal.

I am curious what others would have done.

By the way try California Grill. We have been there twice. They graciously accept the dinning plan, the food is terrific and the service is exceptional. Forget Citricos unless you order a $200 bottle of wine.

 

[mamaboogie]

What a rotten experience!

It's what you worry might happen when you are on the dining plan. Ironically, the only place I was made to feel uncomfortable was somewhere that didn't even take the dining plan! My daughter and I went for tea at the Grand Floridian as a girlie treat for us both. As we checked in we were asked if we were staying at the GF. We replied no, Caribbean Beach Resort and the check in ladies lost interest. Our server was pleasant enough but she hovered around trying to get us to be quicker.

We had tea, sandwiches, a cheese plate and jam scones and we were out of there in about 40 minutes.

As you say though. most other signature places are very accommodating. CG, FF, AP - the service was amazing. I'll definitely make a point not to include Citricos next time!

 

[TPCShauna]

I would have paid the bill with the minimum 15% tip I give for adequate service (if it was deserved- 10% if not) and THEN I would have asked to speak to the manager. My comments would have been prefaced by a statement that my bill was paid but I wanted to offer some constructive criticism to help prevent others from having the same unpleasant experience. I would then go on to explain why I had given the tip I did based upon X, Y and Z.

I understand you not wanting the manager to think you were trying to get free anything and this is always my fear as well but nothing can be done about a problem employee unless management knows about it.

I'm sorry you had a bad experience. I hope the rest of your trip was better.

 

[Ctsplaysinrain]

I'm sorry you were dissappointed. But, I do want to make a point. I have worked in restaurants and it IS possible that for some reason a manager or someone told Jason to go "handle" that other table.. Jason may have been just as upset as you were. You did say that others brought you your food etc.. Were the items cold? Was the order of food strange? Did you notice other tables ONLY being served by their waiter or by others as well???
I have worked in restaurants that when it was really busy- the waiter took the order but everything else was brought out by "expediters" or "runners"..Yes, we did finish the table off though. Did the other helpers ask about your food? Did anyone restcok your beverages or was it a struggle? NOw, I have never eaten at Citricos so I hoinestly do not know how the service is normally done there BUT just wanted to give you another POV.

 

[auntfrannie]

I'm sorry you had a less than stellar experience. However, I dined at Citrico's alone in May and had excellent service and only had one drink with my meal. So I wouldn't paint all servers at Citrico's as looking out only for those with the largest bar tab.

I also dined at the California Grill on that trip and couldn't get anyone in the lounge to serve me at all! The server kept looking at me and telling me he would be right over but everytime a party of 2 or more came in, he took care of them first. Thankfully my table was ready so I only had to endure 15 minutes of being ignored! : )

 

[PrincessDadx2]

So did you get bad service or not As someone else pointed out, servers often share tips and tables, etc. Did your drinks get refilled? Food brought out at a good pacing? Offered dessert and coffee? given the check in a timely manner? etc.

As for Italians being "greener pastures", Europeans are notoriously bad tippers because tips are included in the price in Europe I think many servers might like the sure thing of the dining plan.

If I did get bad service I would complain to the manager and give him the chance to make it right. I wouldn't worry about him thinking I was a deadbeat, but would expect him to give me some discount to keep a happy customer. I never demand compensation, but I never return to a restaurant where a manager does not compensate me for poor service and always return to a restaurant when the manager does compensate me. If I was really pissed off I would call the regional manager and tell him why I will never be back to his restaurant again. Only had to do that once

 

[bla00155]

Service was disjointed after Jason left. My water was never refilled, as that was the only thing I was drinking. When I asked for coffee, the coffee choices were not explained or clarified so I ended up with French press coffee. Their choice not mine.

The waitress who took over for Jason had several tables of her own she was attending to. So she didn't have much time to spend with us.

The food was timely and warm.

 

[ajsmommy1129]

I understand how you feel...we had the same thing happen at Tony's. Our waiter disappeared, we were just left basically begging other CMS for refills and our food. My food was ok when brought (by another server) but was ice cold by the time DH and DS's food came. DH food was so dried out (can you say heat lamp?) it was inedible. DH spoke with the manager, and he adjusted our DDP. Not sure what happens with the tip in that case, but I sure do understand the OP feeling abandoned.

 

[PrincessDadx2]

Service was disjointed after Jason left. My water was never refilled, as that was the only thing I was drinking. When I asked for coffee, the coffee choices were not explained or clarified so I ended up with French press coffee. Their choice not mine.

The waitress who took over for Jason had several tables of her own she was attending to. So she didn't have much time to spend with us.

If that was the case then I would have definitely talked to a manager. We are not talking about counter service here. This is supposed to be an expensive restaurant at the the Grand Floridian which is supposed to be the hotel that offers the best service in WDW. Part of the extra cost is the expectation of top service. At the least, I would have expected to only pay 1 credit for the level of service. I have never been dissapointed complaining at the WDW resort if it is a legitimate complaint. I never make a scene/demand, but just explain what happened, ask the manager if that is the way I should expect to be treated at WDW, and then ask them what they can do to make it right. They usually go beyond what I would expect

 

[lacrosse_lady72]

I feel like I am over generous with my tips.. usually more than 20% easily but when the tips are deserved. I'm a server who receives tips and I know that if I expect to get tips, I need to make sure I have earned them by actually serving and waiting regardless. As a customer, one thing that will make tip drop drastically by the minute is when I am thirsty and my drink is never refilled. The drier my throat gets the more irritable I get. If I have to stop eating because I need something to drink, it's over.

Assuming that you were using a credit card slip, I would have written something along the lines of: Next time I'll make sure to order expensive wine to receive even average service. I'm using the $50 (or whatever $ amount) I would have left you for a tip to help pay for the bottle next time we meet.

I'd still probably leave... a dollar? Maybe, depends.

 

[lacrosse_lady72]

I wanted to add something else. I felt like last year while on the FREE DDP, nobody except for the wonderful server at the Concourse Steakhouse even really cared about actually serving us because they were going to automatically receive 18% gratuity.

Hopefully this won't happen much if at all in a week.

 

[kaytieeldr]

At the least, I would have expected to only pay 1 credit for the level of service.

But why? You dining credits pay for the food. Since the OP's food was satisfactory or better, why should the restaurant be expected to 'charge' only one TS credit per diner? Never mind that this is probably not something they can do anyway, what with being a 2 TS location.

As for the tip/service - well, since the OP was seated with seven other people, even though two separate parties were involved, the 18% service charge is automatically assessed.

Guests who have a problem with the service should address those problems with Management at the time, not when the check comes. Would you rather let a restaurant know right away that you are not happy with the level of service, or does it make more sense to quietly stew or complain among yourselves then, only notifying the restaurant of a problem when the check arrives? Which do you think would result in a more enjoyable meal experience?

 

[castle ball hat tree]

It's obvious they dropped the ball that night. Let me assure you this isn't the norm at Citricos. The service level is usually just as high as the quality of the food. We've been there probably 20 times and had consistently great service. Try them again one day.

 

[PaulaSB12]

I understand how you feel...we had the same thing happen at Tony's. Our waiter disappeared, we were just left basically begging other CMS for refills and our food. My food was ok when brought (by another server) but was ice cold by the time DH and DS's food came. DH food was so dried out (can you say heat lamp?) it was inedible. DH spoke with the manager, and he adjusted our DDP. Not sure what happens with the tip in that case, but I sure do understand the OP feeling abandoned.

I went to Tony's when the tip was still included in the dining plan, I asked for a pink lemonade and got 2 glasses It was obvious that he wasn't interested in coming back to me and he spent a lot of time on the table next to me with 6 people on it. If it had been now he would have got 10% at the most for that one.

 

[PrincessDadx2]

But why? You dining credits pay for the food. Since the OP's food was satisfactory or better, why should the restaurant be expected to 'charge' only one TS credit per diner? Never mind that this is probably not something they can do anyway, what with being a 2 TS location.

Totally disagree with this. I buy food at a grocery store. At a restaurant I buy an experience. Believe me, WDW understands this - they call it "Magic" and they are empowered to do a whole lot to satisfy a customer including giving a full refund.

Agree that you should try to handle things as soon as reasonable, but not always possible. The check is where the rubber meets the road so to speak I often ask for a manager to come to my table to praise a server in his presence. I try to make complaints in private. It is the managers job to see that his employees are well trained and are providing the proper guest experience. If the staff is not up to par or shorthanded, etc. the burden should not fall on the guests without some acknowledgement/compensation.

 

[DISNEYDUET]

Sounds like our last 2 times at Citricos. Once on the plan and the other OOP. I have noticed this happening over the past 2 years (we have been 5 times in 2 years) May have been because managment has change maybe. The manager I spoke to 2 years ago was not the same as this year. The other was outstanding and left for a position with Ritz Carlton. The last guy I talked to couldn't be bothered. Oh well. More business for CG and Artist Point.

 

[TDC Nala]

You don't need to ask for compensation. However, managers should be made aware of service issues.

And it sounds like this would have been reason to at least ask to have the automatic tip amount reduced.

 

[cdepauli]

Although your service should not have been below par, it should be noted that Citricos operates on an Up Waiter and Down Waiter service model that is typically seen in fine dining restaurants. I live near Hershey PA and the Circular Dining room at the Hotel Hershey operates on this service model as well, as do many other fine dining restaurants. Typically, you won't see the "up" waiter, who will greet your table and take your order, until the check comes. The "down" waiter will bring your food and check on your table, refill drinks, and bussers, and lesser staff will refill drinks with the down waiter. The entire team will share the tip. If Jason greeted your table and brought you the bill, he shared in that tip and the tip from the other table, that he also shared with his partner, bussers, etc....

Now, this is no excuse for poor service re:getting refills and other problems, but Jason did not jump ship, he was the up waiter for your table and received just as much tip from you as he would have if he were the down waiter.

I also have had Jason before and didn't really care for him, but I really liked his partner!