VIPS — Restaurant in Madrid

A local fast food chain that I've never heard of although I'm from the US. We were lucky to get in quickly and taken downstairs where it was loud and it felt like it was hot. My friend sat in front of me and there was water dripping from the ceiling on him. We ordered our food and made sure to tell our waiter that we wanted the onion ring as an appetizer, and out before the food. We received all of our food at the same time. The Benedict Burger was very good, and my friend had a smash burger. We both agreed that the food was good. All other tables around us were checked in on, and yet we weren't. Granted we both speak Spanish, so it wasn't a language barrier. In any case we finished our beers and food, and after other servers had cleared our plates, our guy showed up asking if we wanted more beers. We declined and paid our bill.

The food wasn't bad, but it was nothing to write home about as well. The customer service was severely lacking, although we didn't need anything in addition, but rather saw that others were checked in on, and we weren't. The main floor seemed like a better location to sit and eat, as opposed to the dungeon where water was falling on my friend. Other than those issues we were able to eat and get out. We won't...

We were there two times, first time was perfect. Nice food for a nice prize. So a few days later we went back. The second visit we had to wait a long time for the food, but ok it was very busy. But when the food came, we got the starters and main dishes at the same time, not what we wanted but ok. When we tasted the food, everything was cold. Terrible. Of course we complained. They apologized and would make it ok. For the inconvenience we got the starters for free which was nice of them. The Iberian croquetas were still not ok, everything was overcooked because it has been made hot in the microwave. Three of them were frozen in the middle. We tasted three from the first cold dish, so they had to fry three new ones. The other dishes were all heated in the microwave, taste was not good. We have been many times to VIPS and it was always very good, also the first time we went to this VIPS it was good. If I ever go again and the food is cold, I just will be paying the drinks and go. Because they just heat it in the microwave and it doesn't taste good at all. Pictures are from our first visit. For the first visit I would have given 5 stars, second visit 1 star. That's...

Server lady at second floor was very unpleasant. I never give bad reviews but I really have to say this. I initially ordered in Spanish but I called the dish in english because Menu was written in English and the server just snarled and made a face at me. Then she spoke really fast Spanish to me which I cannot catch so I said sorry if she can repeat then she rolled her eyes at me. I've worked at customer service a long time so I am a champion of service crews so I have no idea what it is with her. Thought she was just having a bad day but she was very amiable to other diners. Then she served our food sounding the plates and drinks on the table then just left. It was not a good service. Me and my friend were really in shock because she just became very unpleasant to us since the beginning when I was all smiles and my usual polite self. Food was okay but really, I never got this kind of service after dining in more than...