L'Osteria Frankfurt MyZeil — Restaurant in Frankfurt

First of all, I really like the l'Osteria franchise in general and have been there many times. But this experience was bad overall. I went there with my partner and we were brought to our table and the lady who greeted us was nice. We ordered shortly thereafter which is when things started turning bad. There were people coming in after us who had their food brought, before we even got our drinks. Apparently this was due to a fault in their system which we know can happen, we werent mad. The lady apologized kindly and promised us our food would be there in less than 5 minutes; it wasn't.

We enjoyed our dishes, which were tasty as they usually are at l'Osteria, so no complaints there! However when our waitress came back to clear the table we asked her whether we could have the check to which she replied "Of course, she will be right back and let us pay." She then proceeded to come back, treat every table but ours and take new orders from other tables - we thought it was really weird. After 15 minutes of being ignored by her, we asked one of her collegues, wether we could finally paid. She said of course and then ignored us. We tried to flag down waitress number one again, without success. While all of this was happening we saw 3 members of the staff chatting together at the entrance and laughing, while being ignored. The table next to us had ordered AFTER we asked for the check the first time and by now they were already halfway done with their food.

After 26 minutes waitress number 1 asked us if we were still fine, to which we were slightly irritated and said: "We'd still like to pay, please....". And now is the part that really made us angry. I have a lot of understanding for mistakes happening in the service industry and i know its stressful, however what follows now was beyond unkind. I told the lady that at this point we had been waiting for the check for 30 minutes, to which she replied "Thats impossible." Well, it was very much possible since i checked my clock repeatedly and it had been exactly 29 minutes by the time this happened. She told us that she would have seen us since she was in our area the whole time,walking past our table. I told her we asked for the check twice and were ignored by her when she walked past (which was ONCE). She then proceeded to say this is all because the team is new and she is gonna give our complaint to the other staff. That does not make any sense, since it was clearly her OWN mistake for forgetting us repeatedly. It just felt like instead of owning up to her mistake she blamed it on us and her team. She dismissed our point and basically said we were lying about our experience. She also told us that we should have expected some chaos since the place just opened up a week ago, and that its normal. The tone in which she told us was like a mother scolding her child. Im a grown up woman and find this beyond disrespectful.

I know mistakes can happen, i know starting a new restaurant is difficult and sometimes you just get unlucky as a customer. What i dont understand is how you can treat your customers like this. It would all have been fine if she had just sincerely apologized instead of undermining us and blaming her co-workers. After all of this she gave us some pre-packaged chocolate bread thing we the fakest smile I ever witnessed. We tried it this morning, it was just ok.

So conclusion: L'Osteria= good. Service= beyond terrible. Will avoid this location...

What a bad experience, let's start: RECEPTION: At the restaurant entrance you have to wait to be seated, which is ok, but here the Head Waiter it is just not there and nobody else is there, a long queue was there waiting for something to happen with people abandoning the try and going somewhere else. Finally The managers arrives and take the first in line and accompaign it to the table, long time after he reappears but instead of coming to the entrancr to receive the next guest he starts to pick the dishes from the kitchem and serving the table and we wait, and wait, and wait. I believe after 20 minutes it comes our time, we were third in line... TABLE: I ask if we can be seated not in the sun and he seats right on a windows with the sunset sun right on the table, bot even the courtesy of pulli g the curtains, what i did by myself some time later. The Head Waiter then leaves us bringing with him the menus... We were provided with menus few minutes later. WAITER: Our waiter is a young guy who definitively would have fit better in fashion cloths shops and he clearly dislikes being in a restaurant, he was rolling his eyes for anything like waiting 20 seconds for my colleagues to decide what beer to take, for following the directions of his boss and all tasks he as given. FOOD: Pizza's are acceptable, it could be cooked better, but ok we are in Germany and also in Italy we get bad Pizzas here and there, I took a salad which was overdresssed to a point to be disturbing with its acidity, the beer meet in eat looked like cooked long before the preparation of my salad and it was kind of dry. One of the worst salads of my life i believe. SERVICE: Other than the Head waiter and waiter behavior I try to go to the toilet, got off the table and approach teh head waiter and a waiter who were talking about something, i am right in front of them and before they looked at me me allowing me to pose my question they had to finish to talk out their discussion, i believe almost a minute which is incredibly long and rude for someone, a customer, waiting for you to give him attention. TOILET: It comes out that the toilet are only the ones of the mall, and also must be paid! Not given that someone takes the money when going to the toilet at a restaurant, they could have told me or, if I were the restaurant manager, offer the 50cents to their customers ...

Overall Possibly one of the worst restaurant experiences of my life, and I am and travel a lot.... The only Italian thing here is the name and partially the pizzas. Highly suggested to be...

Food was great, everything else was appalling. Me and my partner got there around 7:30. We ordered a lasagne and carbonara with drinks. When we had our food served, it was after the table next to us got seated, ordered and finished their food. This was because our order has not been received and we had to order twice. The waiter realized we weren’t being served and explained there has been a error in the system and apologized. We said we understood and that’s not a problem. The food was good, though the carbonara used ham instead of guancale. Anyways, we enjoyed the food and ask the waiter for the check. The waiter said “sure, right away”. This was around 8:30. But we had to wait another 30 minutes to get the check. Meanwhile new guests arrived, got served. We were the only guests not being attended by any waiter. We tried to ask for the check when the same waiter from before walked by, but she seemed to have not heard us. I don’t think this was intentional, but we thought it’s weird that we were the only table not being served. Every table except for ours was cleaned. She put new menus on every table, but still not attended ours. We tried asking another waiter walking by and she said sure, but she never returned to our table. We were suspicious if they were preparing free dessert for us to apologize for their first mistake, but they simply seem to have completely forgotten about our table, whether it’s intentional or not. When the waiter that took our order finally came and asked for it the check my partner complained about this, and she did not admit that she did not attend us for 30 minutes. I didn’t understand my partner and the waiter’s conversation because I don’t speak German, but later on, I learned that the waiter was defending herself by explaining that the team is new, and the restaurant opened recently, when what we were just trying to say is that she did not attend us. We were very disappointed with her immature attitude which is why we will visit L’osteria again, but not this one. They wasted so much...