O'Panuozzo Napoli — Restaurant in Utrecht

We have never been treated so disrespectfully at a restaurant. The staff lied to us multiple times and actively avoided addressing our concerns.

Here’s a detailed account of our experience:

We made a reservation for January 3rd, 2025, at 7:30 PM. We arrived a bit early and were told to wait 5 to 10 minutes for our table. This was perfectly fine—we were early, after all. At 7:35 PM, we checked in again, only to be told they had forgotten about us and needed another 5 to 10 minutes to prepare the table. Although annoyed, we remained patient. By 7:50 PM, still without a table, we asked again. This time, the staff member said he would check upstairs. However, he walked up and down aimlessly and seemed to avoid us entirely for another 10 minutes. Finally, at 8:00 PM—30 minutes past our reservation time—we approached him again to point out how long we had been waiting. His response was unacceptable: “Several people came in late, but one table just got their desserts, so they’ll probably leave in 5 to 10 minutes.” At this point, we were beyond frustrated. Why should we be penalised because others arrived late? Even more absurdly, the restaurant enforces a strict 1.5-hour reservation policy, but they weren’t adhering to it. We explained to him how unreasonable it was to make us wait for a table that should have already been cleared. He then glanced at the reservation system and claimed the current guests’ reservation slot would end in 8 minutes even though they had just received their desserts. By 8:10 PM, hungry and extremely irritated, we decided we’d had enough and left. We asked the staff member to cancel our reservation and ensure we wouldn’t be charged the €15-per-person no-show fee. (Given the lack of professionalism, it wouldn’t surprise me if they still charged us the €60.) This restaurant lacks organisation, communication, respect for its customers, and the ability to follow its own policies. They completely ruined our double date, and we will not...

It was a nightmare to book, booking via pc was impossible, I tried with 2 different credit cards several times and they were both rejected, but when I tried with the mobile phone it went ok. I was already biased during the booking process, all these rules and regulations, not even in a Michelin star restaurant in the city center. The rules about cancellation are way too strict in my opinion, and also when you finally get to the final stage of the reservation, there is the ultimate surprise! You cannot occupy the table for more than 1 hour. For dinner. On a saturday night. Is it fast food? If it is, then why the cancellation policy so strict? Oh, and if it happens that you would like to go a date with just your partner, forget about being able to reserve a table. Reservations are allowed starting from 3 people. Our waiter was very nice and helpful, but we could not order food right away because the kitchen was too busy, we waited at least 20 minutes before being able to place our order, and we waited 1 hour before it was served. 1 hour for 3 panuozzo. But they were kind enough not to kick us out since the hour that we were allowed to occupy the table was expired. Thank god for this act of kindness. Food is good, but ok good, not great great, not worth the trouble for the reservation and the treatment. The location is one of the most terrible locations I have even seen for any restaurant in any city. Let's not forget all the rules on the menu: no sharing food, tap water is free only if you order a payed drink, etc. You don't even feel and breathe italian atmosphere. There are much better places around, with equal food. Too bad because I had a very good experience in the one in the...

Un ristorante veramente italiano! It Is hard to find a genuine Italian restaurant abroad, but this is it. This is the real deal.

The pizza made in the traditional Neapolitan way was delicious. The waitresses are top notch attentive and work hard to make the place work. We had a great evening.

The music is fantastic and fits perfectly the rustic atmosphere of the restaurant.

Huge kudos to the girl at the front door managing all the tickets and incoming guests! Great communication, excellent expectation management, terrific way to treat the guests. And yes, in this place you are not just a customer, but a guest. For the owner: Keep this hard worker in your place, she is irreplaceable. I did not get her name, unfortunately, but she speaks fluently Italian and had black hair.

Absolute recommendation for this place. Would definitely come back with my Italian fiancée.

Only complaint on a high level: No Negroni :(

Pro tip: Come early, the place fills fast and that is for a good reason.

Terrific food, top notch service, great atmosphere....