Restaurant Palmbräu Gasse — Restaurant in Heidelberg

We had a birthday meal there and one of the meals we ordered was a schweinshaxe (roasted ham hock) and it was dry and hard, after trying couple small pieces hoping the dish will be better cooked inside we sent it back to the kitchen. The waitress initially asked if we want something else, we said no, the cabbage will now be enough as it was a side dish, and we wanted to avoid any further disappointment. What a surprise when it came to pay the bill - we’ve been charged for the faulty meal full price! We started to argue that we twice mentioned that the food is not good, the first waitress just said “ohh sorry” , the second finally took the food away. She said that the meat was nearly all eaten which was a lie because it wasn’t really edible as we gave back the food I actually regret not taking the picture! When it came to the paying one of the waitresses was absolutely rude, she was arguing the whole situation and that we must pay. She went than to the manager and when came back she offered just to take water of the bill. When we said water was 6.5 euro and the dish was nearly 19euro doesn’t sound like a fair offer. She started pretty much to threaten that either as a good will she takes the 6.5 euro or we pay the whole bill and if we would not she would call the police. The manager or kitchen chef never bothered coming. Absolutely embarrassing situation, my mother lives in Germany for more than 30 years, I lived in Germany for years too and I never encountered such a bad customer service ever ever! I said to her that in a reputable restaurant a waiter apologises for the inconvenience, takes the meal off the bill and that would be it. But noo… she started to argue with me… She said: not in this restaurant. We paid the bill. Left. Will never come there again and… will never come again. Now when I read the reviews, not only us had a problem with this meal. The review is not about the place itself, it’s about how absolutely disrespectful as a customers we’ve been treated. You should review your customer service training, who is working in your restaurant because obviously the lady is lacking manners and doesn’t understand how to serve a client. And threatening with police? Absolutely shameful Thank you for ruining my...

The food and the atmosphere in a dimly lit mideaval style hall was amazing. The place to go for authentic Bavarian food. There was hardly a wait on the food... However....sometimes a little bit of a wait is OK, especially if it's busy and if it saves the staff from freaking out.

The waitresses that served us were busting there balls...and getting the job done....! However they were very impatient when you ordered, and cut me off my order twice...wanting to quickly assume what we wanted...and getting it a bit wrong in the process.They rudely questioned and told us we were ordering too much, even though we were clearly tourists and didnt know what to expect..you could tell they were stressed as f!! And while I understand that might be what you have to do to get the job done....as a customer we felt like they didn't want us there...and I frankly felt guilty for giving them more work....and made us feel rushed and uncomfortable in the process.

It may have been a shortage of staff problem, and I don't take it personally at all...I have been there!! But service shouldn't be sprinting from table to table, rushing people out the door. If it's busy and staff is low, customers (or at least the ones you want to keep) are more than happy (with communication) to wait a bit longer for their food...and staff can take their time when serving..to actually make customers feel welcome.... they might also enjoy their shift a bit...

If you're here for the food, then you won't be disappointed. We came here because of the Tripadvisor reviews, and rightfully so. We had the maultaschen (German dumplings), schweinshaxe (pork knuckle), and the sausages with sauerkraut (cabbage), and they were all very good, with large portions at inexpensive prices.

However, service was on the slow side, and although they weren't understaffed, some of the staff were just chatting inside. Maybe the kitchen is slow, but we even had to see ourselves to a table, and get the menus ourselves. The place was rather empty inside too, when we were there for a weekday lunch. I also got the impression they were not very keen on serving Asians, which made up about half the clientele. Some bad experiences, I guess?

If you're here in summer for lunch, I would recommend against sitting outside, as much as you would want to. The sheer number of flies swarming us and our food meant that we had to constantly use one hand to swat flies, while we tried desperately with the other to eat. Quite a painful experience, you...