The absolute worst dining experience at Via Napoli...

[DizBelle]

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.

 

[serenitynow]

We had a similar experience in May, only we never even met our server. We were seated on time, water came right away, then ... Nothing. We tried to flag someone down with no luck. After 25 minutes, DH pointed out that if we hadn't even met our server or placed our order by now, lunch was going to take forever and we should go. On our way out, CM at the front check in desk asked if we enjoyed our meal, we said we didn't have a chance eat and explained why. She did not seem surprised.

 

[DizBelle]

We had a similar experience in May, only we never even met our server. We were seated on time, water came right away, then ... Nothing. We tried to flag someone down with no luck. After 25 minutes, DH pointed out that if we hadn't even met our server or placed our order by now, lunch was going to take forever and we should go. On our way out, CM at the front check in desk asked if we enjoyed our meal, we said we didn't have a chance eat and explained why. She did not seem surprised.

We were very close to walking out. If the salad had taken 60 seconds longer, we were leaving.

 

[serenitynow]

We were very close to walking out. If the salad had taken 60 seconds longer, we were leaving.

I was sad to leave, the pizza is so good. But the service is not.

 

[Jennasis]

We were there about a year ago...no ADR, just walked up at 8pm and asked for a table. Waited 4 minutes before being seated. The waiter who came to take our order actually warned us that ordering apizza would include a long wait while it was prepped and cooked, but we were unfazed. We had our food, finished eating and were out the door by 8:45 (walked right up to the water for a great view of Illuminations). I was shocked! I was totally prepared for a lengthy wait as I had heard all kinds of horror stories about people having to wait.

 

[bamaliving]

That's disappointing! Their menu looks yummy. Will steer clear.

 

[focusondisney]

I hope the gratuity reflected the service you received. Or didn't receive.

 

[alex9179]

That would have made me crazy as we love the pizza. No point in going if you don't get to eat! I'd write the company an email about your experience. They should make adjustments to staffing.
https://www.patinagroup.com/contact

 

[Roxyfire]

That's too bad. Via Napoli was one of the better locations for us as a 2 person group. 50s PT on the other hand...ugh never again!

 

[LSUfan4444]

Last time I went there we had a bad service encounter as well. It was the exception and not the norm, but I will say we have not been back since.

 

[GillianP1301]

Via Napoli is the only WDW restaurant where the service was so bad, I would never go back again. So sadly, I'm not surprised by your experience. In our situation (I won't go through all the details) the Manager was a large contributing factor to the issue, which gave us little to no recourse - sounds similar to what happened with you.

I would've probably given it one more chance (and assumed an exception), but I also found the food to be pretty underwhelming. It was fine, but certainly not the great food that I had read about beforehand.

 

[GillianP1301]

We had a similar experience in May, only we never even met our server. We were seated on time, water came right away, then ... Nothing. We tried to flag someone down with no luck. After 25 minutes, DH pointed out that if we hadn't even met our server or placed our order by now, lunch was going to take forever and we should go. On our way out, CM at the front check in desk asked if we enjoyed our meal, we said we didn't have a chance eat and explained why. She did not seem surprised.

In the same visit we had our bad service experience, the table next to us sat and got water and waited and waited with no service and finally just got up and walked out.

Unfortunately, as long as the place remains super popular and bookings don't go down because of their crappy service, then they really have no incentive to change anything.

 

[MikeOhio]

That's disappointing! Their menu looks yummy. Will steer clear.

If you steer clear of every disney restaurant where someone has had bad service you will starve to death.

 

[Satchmo128]

Via Napoli is the only WDW restaurant where the service was so bad, I would never go back again. So sadly, I'm not surprised by your experience. In our situation (I won't go through all the details) the Manager was a large contributing factor to the issue, which gave us little to no recourse - sounds similar to what happened with you.

I would've probably given it one more chance (and assumed an exception), but I also found the food to be pretty underwhelming. It was fine, but certainly not the great food that I had read about beforehand.

Same experience for us with Via Napoli. We had horrible service when we went there for a birthday dinner a few years back. Food was meh and the dining room is BEYOND loud. So, never again.

 

[serenitynow]

Same experience for us with Via Napoli. We had horrible service when we went there for a birthday dinner a few years back. Food was meh and the dining room is BEYOND loud. So, never again.

It is SO LOUD. One of my guys says it is louder than the middle school lunch room! The echo is really bad since everything is tile, glass - hard surfaces.

 

[DisBuckMan]

The Via Napoli "best pizza ever" pixie dusters will be along shortly to set all y'all straight.

 

[PCFriar80]

Like the OP we had eaten at Via Napoli "several times" on our visits during 2012 - 2014. The initial experiences, food and service were good IMO.
We stopped going in 2015 when the quality and quantity of the food seemed to be lacking, especially for the price you pay. $40+ for a mezzo metro pie, that has more crust than toppings was just not for us anymore. We actually felt rushed when we were trying to relax. I know there's no right response to this and everyone has different expectations and experiences, but we'll no longer patronize Via Napoli as we're on to other dining adventures.

 

[Jennasis]

The Via Napoli "best pizza ever" pixie dusters will be along shortly to set all y'all straight.

Being the best pizza ever, would never excuse poor service. And it is actually the best pizza in WDW in our opinion...and we still hesitate to eat here due to the common reports of poor service even though both of our trips to Via Napoli have been fine.

 

[Lisa F]

If you steer clear of every disney restaurant where someone has had bad service you will starve to death.

there is hardly an american on vacation who is in danger of starving to death during a vacation where they avoid disney restaurants

 

[DisBuckMan]

And it is actually the best pizza in WDW in our opinion.

That's a low bar, though.