We've eaten at Via Napoli several times but this last time was the worst. The service was terrible. Here's how it went down....
We were seated and our busser came over pretty much immediately and poured our water. We waited for another 15-20 minutes and our server never showed up. We called over our busser to ask her to fetch the server because we wanted to place our order (for drinks and food). At about the time we got the busser to our table, the server showed up.
We were seated at a 2-top next to the large table in the center where there was a large group of about 10 people. Apparently our server had this table as well. He said that he was dealing with them and they asked for a lot. Not an excuse at all. If he was overwhelmed, he needed to tell his manager.
We placed our drink and food order and our drinks finally came. We ordered the family style salad and we each ordered an individual pizza. Then part 2 of the waiting game began. We waited, and waited, and waited, and waited. After about 20-25 minutes of waiting for the salad, we flagged a manager and told him the situation. We had been there about 40-45 minutes so far and all we had was our drinks. In the meantime, the table next to us (I think there were 6-7 people at it and had a different server) had their drinks and pizza within 15 minutes of being seated.
The manager said he would look into it and about 5-10 minutes later our salad showed up. So, we're 50-55 minutes into our meal at this point. We wait more. After about another 10 minutes, we flag another manager (this is the second manager we've spoken to) and lay out the situation again - we are still waiting for our pizza. FINALLY, after about another 10 minutes, the pizza shows up.
We talked to 2 different managers while we were there and it didn't seem to help at all. The service was still horrible. I'm not sure what else we could have done. At least they comped DH's aqua fresca and the salad.
So, be warned, if you go to Via Napoli and get Luca as your server, be prepared for a very, very, VERY long meal.
I do not doubt that you had a bad experience, but I do take issue that you blame the server. This is a management problem. To publicly call out a server, especially given that you were never privy to any conversation that might have taken place outside of your hearing, is not okay, IMO.
I had a disaster of an experience at 'Ohana. The service was horrendous, but I cannot blame my poor server, who had the table from Hell next to us. She was run ragged, all while the manager looked on. If she was hiding at any point, I dont blame her, I would have quit.
I had Luka serve my party on our last visit, and had no complaints. He was prompt, knowledgeable, courteous and the food was timely.
The Via Napoli "best pizza ever" pixie dusters will be along shortly to set all y'all straight.
I am from CT, so I know Via Napoli is not the best pizza ever. It is good though.
I think that all the TS restaurants that have become those "YOU CANNOT MISS THIS MEAL" restaurants are suffering. 'Ohana is one that comes to my mind, as is Le Cellier. I think that Via Napoli is falling victim to it's own success, folks clammoring for an ADR< booking whatever that can and then showing up with more "last minute" additions. Expectations from guests that are not reasonable.
I am not a Disney apologist, but I do think that my experiences, when they are positive are valid. I also think that every restaurant may have a bad day, as do the servers. Is that okay? I dont know. I have had hit or miss service at Coral Reef. I'm not sure what is happening in the background, but I do think twice about booking there. It will be a long time until I return to 'Ohana and I'm never going back to Le Cellier. But I will never name anyone personally here, or anywhere else, for that matter. There is just too much for those people to lose.
