Dixie Browns — Restaurant in Bay of Plenty

RATS.

I'm a frequent flyer at Dixie Brown's when in town and I've dealt with this Maitre D and loved the experience. However.

I ordered ribs and they were great. But as I started eating waves of this smell started. I thought I'd walked in something awful and checked my boots. Nope. I started wondering about fellow diners and I think they were wondering about me. I asked the waitress and she told me she couldn't smell anything. Total blank face. So I first thought I was imagining it, or it was wafts coming in off the beach. Maybe some sea life had died and the smell was drifting across?

By now I can't eat the second half of my main. They offer me a doggy bag but my stomach is turned so I send it away. I'm still hungry though. I look longingly at the deserts and the waitress suggests shifting. She is still giving me the impression she can't smell a thing. So I take a sweet and go to the suggested table not far away.

From the new table, I see along the mobility ramp, two bait stations and now recognise the smell as dead rat. Or rats. Because it was now very strong and I put at least half my desert aside.

I called the waitress again and said "look I recognise that from farming, that's the smell of a large dead rat! You've got to check the bait stations or look under the desert cabinet because you've got a dead rodent and it's disgusting." 🫣

I believe they briefly checked.

I gathered myself and went to the counter and told the people there again that there was a dead rodent and it was disgusting. The waitress at the till said "sorry, sorry" with no more behaving like it was in my head. She asked for and took $55 for the food, service, and space I hadn't been able to enjoy. I shouldn't have been asked for money under those circumstances. I still feel sick. I have to wash all my clothes. Rodent faeces and urine dry and get in the air, especially during decomposition. This carries Leptospirosis and is a health risk.

The Maitre D was gruff to the point of rudeness. Where kindness and sympathy would've won a friend she came at me with

"Look, we're well aware. We've looked in the bait stations and under the cabinet and there's nothing there. We think it's in the wood panels. We've got someone coming ok?!"

That, with a defensive glare, was her response and I'm really disappointed. If she'd expressed sorrow this had happened and if people had been forthcoming about it to me I'd be less distressed. But they made me feel like noticing it made it my fault.

Also in this situation the correct response is to close your doors and deep clean....

Had a wonderful and delicious evening as always at this location. Even with a couple of issues amongst our group of visitors (8 in this sitting), (just a bit undercooked steak, first time in all our visits), it was quickly remedied with a fresh fired steak, and the evening was perfect. Thank you, Dixie Browns for your consistently great food and warm atmosphere, both literally and figuratively. Even the area outdoors had some great overhead heating to take the chill off in the later part of the night.

Service: fantastic, very attentive, waiter was very friendly and matched the feel of the group with some laughter and comradery. The other staff interactions were no different. Asking how our stay was, accepting of all praise, and yet another apology on our way out for the steak, but none required when it was the exception to our visits and even then, very quickly addressed as to not be a major concern.

Cleanliness: Top notch, no complaints at all, the floor is clean, the tables and seating are clean, and the facilities are all in order. Kitchen area looks tidy and the front counter space with various goodies to purchase and baked goods are welcoming for further purchases.

Food: On several occasions I have made it a point to try something different from before, and everything I have chosen as well as the group, have been about the best in the area. I will keep trying something new as I have yet to be disappointed. This last outing I tried the "Tuscan Chicken Burger" and it mentioned it had bacon for instance, but typically I find there is just not enough bacon on these burgers to my liking and considered adding more. Well, I am glad I didnt, as the preparation for this burger was spot on and dare I say, too much bacon, lol! Well done!

It can be a bit more upscale or pricey than some might be able to desire for the evening, maybe it isn't the place for every night, but there is a difference between expensive and worth it. This place is worth it. The costs are in line with the overall experience. And that is something to come back to.

Highly...

EXTREMELY RUDE MANAGER AND TERRIBLE BOOKING SYSTEM!!!

Morning of 6th Feb, I rang Dixie Browns Mount Manganui to asked if they have a dog friendly table. The person I talked to said yes but it will be outside. Which is fine with me, so I asked the person to reserve a table for 5 adults and 1 toddler with 2 dogs for 3pm of the same day. Before 3pm I rang them again to change my reservation time to 3:30pm, this time I repeated my reservation details 5 adults 1 toddler with dogs.

Fast forward to 3:30pm, it's raining so I decided to came in first while my friends is looking for car parking. A girl server asked for my reservation and given me a table inside the restaurant. I know they don't allow dogs inside so I mentioned her that I have 2 dogs. The server told me that because it's raining they can't sit us outside and they don't allow dogs inside, then told me she will call her manager and quickly left. The server left me very confused in the table, then a few minutes later the blonde pixie haired manager came. The manager rudely told me once again that they don't allow dogs inside. She also assumes I didnt asked for a dog friendly table. When I told her I mentioned my dogs on my reservation she said nothing and just replied with a blank face, no apology or anything! So I just left the place disapointed.

It's been raining all day long. This place shouldn't have accepted my reservation or cancelled it when they know they can't give me the table I needed.

Although I'm not happy with the reservation mistake, I wouldn't have left this bad review for that alone. I left this review mainly because the manager handled this situation so poorly.

This place caused too much inconvenience to me and my friends. Worst customer service experience. Unfortunately, me and my friends won't recommend this...