Restaurante "A Panela" — Restaurant in Mafra

We went to this restaurant convinced by the good reviews, but we cannot understand how they were obtained. Despite the reservation, we had to wait 40 minutes and were given menus while we were waiting on the road. When asked how much longer it would take, we were told that it made no difference to them whether we stayed or left. A simple sentence of apology would have been enough, but instead they took our order there on the spot and being very late we could not look for an alternative. When we finally sat down, no one asked us what we wanted to drink and the first dishes arrived while we were still waiting for the drinks. We had to ask for the wine, for other drinks and even for the glasses and oil to season the salad. Food arrived in different moments, leaving one friend waiting while we were eating, and there were not even a courtesy discount for the bad service provided. Food was good, wine was decent, they included in the bill 3€ for butter and olives that we understand is common in Portugal, but considering the bad experience we expected at least a gesture of kindness. You cannot pay with credit cards, and there is a very small sign within the restaurant(we were not informed beforehand) so we had to search for a working ATM nearby (some were not working, it was really a journey!). Save your money and choose another restaurant if you are...

In few places I have experienced such poor customer experience like the one yesterday. We were a big group, and to make sure we had a table, we went a few hours before to make a reservation at 9pm. We arrive to the place, and there was no table available. We were asked to wait for 15 minutes. When 20 min passed, we were told a table was about to be free, which was not the case. No apologies, no consideration for the wait. When asked how much it would take as it was late to look for another place, we were told that we could either wait or leave, it was all the same for them. After 40 min, we managed to sit down. Food came at different times, without even being asked what we wanted to drink before. We had to insist for almost everything, even glasses for the wine.

After such a poor experience, not even a complementary coffee.

Food is good, the only reason this is a 2-star and not a 1-star review.

They don’t accept international credit card, and there are a few vegetarian options with big portions, which is...

Contactámos a questionar se era possível reservar mesa para daí a 30min. ( Fomos propositadamente de Lisboa para a Ericeira). Informaram que estava um pouco cheio, que estavam duas mesas a aguardar grupo para a mesma hora (20h30) e que poderiamos ter de aguardar um pouco. Concordamos. Na chegada, aguardamos um pouco e foi nos pedido para irmos dar uma voltinha e dentro de 15 minutos teriam mesa para nós, para ficarmos descansados que a mesa estaria guardada. Na altura estava uma mesa a terminar de comer. ( Mesa de 2 pessoas e éramos duas pessoas). Após chegarmos de novo na hora prevista (20h50) reparamos que nessa mesa que estava a vagar, estava a sentar se outro casal ( que mesmo que tivessem reserva as 20h50, nós ja estávamos a aguardar desde as 20h30) foi nos indicado para esperar um pouco que já estariam outras mesas a vagar. Sentamos provisoriamente numa das mesas dos grupos ( que ainda estavam a aguardar a chegada das pessoas) entretanto os grupos chegaram e indicamos que iríamos embora,( Pois nenhuma mesa estava com previsões de terminar a refeição. ) Foi nos só dado um sorriso cínico.

É preferível não atender, do que prometer que temos mesa e ocupam na com outros clientes quando foi indicação da casa de " irmos dar uma voltinha". Era preferencial ter aguardado, ou com bom senso e ética, ter deixado a mesa vaga para nós, pois tinha acabado de vagar assim que chegamos de novo. Este tipo de tratamento para com os clientes ( e já não era a primeira vez que comiamos neste restaurante) faz com que os clientes não voltem. Podem ter ótimo ambiente e comida razoável mas isso não chega. Mas gratidão pela atitude pois fomos conhecer e jantar (sem reserva) ao restaurante do lado " o Caniço", onde fomos muito bem recebidos, esperamos 5 minutos, disponibilizaram mesa e tiveram um atendimento de excelência e uma excelente refeição.

De lamentar as atitudes já presenciadas nas outras visitas a este restaurante. Não basta encher a casa, há que fidelizar os clientes, pois sem eles torna se mais um restaurante fadado ao mau serviço...