FRANCESCA the Italian Bakery — Restaurant in Playa del Carmen

Recommended, but be aware of adding Tips/Propinas without your consent. I visited there twice; they have good food, reasonable prices, and questionable service.

The lady staff was friendly and pleasant, and we were happy with her. But one other staff, whom I will not specify for the sake of everyone, including that person, was unhappy most of the time. When we asked for more time to decide our menu, he got kinda upset and tossed us to the lady staff. As it seemed like the staff didn’t welcome us on both visits, we first thought maybe that staff is a racist or something, but I guess his attitude was the same regardless of the race.

After we finished our dish, we forgot to pay, but before we left the cafe, we realized it and made a payment. However, the “staff” was upset and spoke something in Spanish by himself. Then I saw him adding tips on the screen, but I wasn’t sure, so I made a payment; however, to make sure, I asked for a receipt 🧾and figured out that the staff added 15% tips without my consent. So I asked why and if this was normal in Mexico, but he didn’t apologize, and he said it was a mistake, and he asked me if leaving the cafe without paying is normal(which is not the same, and I didn’t go and returned to the front before being called). Anyway, he canceled it, then I made my payment, and then I gave the lady server my tips in cash(as she was the one who did things for us!) and left. I always leave tips for dining in, and I don’t mind adding 35 pesos for tips, but it’s not about money-it’s about trust and feeling safe as a traveler. But let me repeat: they have a delicious cake at a decent price, and it’s a good place to visit. But for me, it’s a shame and a great loss that I have lost a good dessert place to rely on in Playa del Carmen. (maybe adding tips was a mistake, but still, I doubt it. It would have been way better if he just said sorry, or...

Unfortunately, after being a consistent patron over the past month, I've had to come back and change my review. The other day, I was sitting in my usual spot, outside, in the corner, waiting 15 mins for a fruit tart (i eventually went inside and got myself).

Moments after I light my cigar, the server who was working the upstairs section, inside the building, came outside and told me I couldn't smoke there in such a rude and aggressive way. It was very mean the way she spoke to. Especially considering I've smoked every visit over the past month. She even started to stare at me the entire way back inside!

2 minutes later, someone else starts smoking. Servers were going to her table for different things, but no one said a thing to her about smoking.

So, I went inside, upstairs, and asked the server who scolded me why she singled me out. She basically said I upset her because I didn't ask for an ashtray prior to lighting my cigar, and its up to them if people can smoke or not. I told her no one had been to my table in a while for me to ask for anything, and I was still waiting on fruit tart from 20 mins ago (by now). I also told her I didn't ash at all, as I am smoking a cigar and not a cigarette. If she is the server and sees a customer needs something, the proper thing is to bring them what they need, not yell at them for not asking.

She then gave me the ashtray. Apparently, she then went and talked to the manager. The manager told my server to tell me that if I want to smoke, I have to STAND UP NEXT TO THE TABLE! BUT I CAN'T SIT AT THE TABLE! Not EVERYONE, just ME! Can you believe that?!!

I wish I could take back every single cent I ever spent...

It is a victim of it's own success. 5 Stars for the food and presentation, as many others have stated. However, the management of the place it very inefficient and poorly designed. The 2 very good waitstaff are expected to cover all tables inside and out, as well as the pastry counter, as well as clear and clean tables in between customers. When busy, this means they are pulled in many directions, distracted, and forget things. Long waits to the customers for taking and delivering food orders, as well as the cuenta when trying to leave. The layout of the counter should be changed. Customers stand in front of the pastry counter to buy takeout, but no one behind the counter helps them. It is up to the same 2 waitresses, who. have to stop what they are doing, and go behind the crowded counter. I counted 6 people behind the counter, which is only about 1 meter wide. The payment register woman. Directly behind the register is the sink, where someone is standing cleaning the dishes. Poor design. 1 or 2 people to the left on the coffee machine, 1 on the right on the blender and toaster oven. All running into each other trying to do their jobs. This results in a disorganized, chaotic environment during peak times. Manager/ owner. Spend some of the large amount of money you are making to redesign the counter space area and register. Provide additional help to the 2...