VIPS — Restaurant in Madrid

I was in Madrid yesterday evening with my family, (wife, daughter and son) and as it was getting a bit late, so we decided to eat out with the choice of restaurant being VIPS Neptuno … What a mistake we made!!!

We arrived and noticed that since the last time we were there they have got rid of the VIPS SHOP and that the restaurant looked much better than is used too … so we asked for a table for 4.

After a short wait we were led from the nice front part of the restaurant to our table at the back … during this walk we were greeted by the foul smell of toilet, cooked food and strong-smelling cheese all mixed together … not a nice combination.

As we were taking off our coats and settling down at the table, we noticed that the floor was filthy … used serviettes, discarded cutlery and dropped food … My wife and me were now seriously thinking of leaving, but as my kids were hungry and tired from their afternoon walking around Madrid, we decided to risk it and stay … A HUGE MISTAKE unfortunately.

After a few minutes the waiter came and took our order (food and drink together) … 2 beers, 2 Orange Trinas, 2 hamburgers for the kids, one chicken fingers and a combo to share… we weren’t really that hungry. The drinks arrived … Trinas ok … beer flat, so we asked for the beers to be changed, which they did, but obviously the didn’t change the barrel, as they just brought us 2 more flat beers … DOH

The food then arrived … Hamburgers ok, but the chips were cold and hard. The chicken fingers pale, soft and cold and the combo was cold too with pale croquets and pale and soggy onion rings … EEEeeeerrr

I asked for the chicken fingers and combo to be changed … what did they do? They reheated them instead of changing them, so when they brought them back all the food was now even softer, soggier and paler than before … but burning hot! …Note we are still with the second flat beers.

The kids ate their hamburgers and chips, we ate what we could stomach of our food and left the beers … finally we ordered dessert for the kids … which was at a normal VIPS standard at least.

So yesterday evening was the worst food I have ever been served in a restaurant for as long as I can remember and yes, I’ve been trying to think of a time I was served worst food that this and I can’t …...

I hope this letter finds you well. I am writing to express my disappointment with the service I received at your restaurant on 15 December 2024. While I have frequently enjoyed having breakfast at VIPS NEPTUNO, my recent experience was far below the standards I have come to expect.

This morning, I decided to have my breakfast at your establishment. Manuel, the waiter, attended to me and took my order. As usual, I ordered pancakes. However, another waitress brought me hot chocolate and scrambled eggs, which I did not order. She then returned with pancakes that had cream on them, which is not how I ordered them.

When I raised this issue, Manuel interrupted our conversation in a loud and insistent manner, claiming that I had ordered the food items presented. His approach was unprofessional and made me feel extremely uncomfortable. As a result, I left without eating my meal, though I still paid for it (OR NO. 24TARR0120122-122219755).

I am deeply concerned about Manuel’s attitude and believe it is crucial for the reputation of your restaurant to address this behavior. I kindly request that you take appropriate measures to rectify Manuel’s attitude towards customers to ensure that this does not happen again.

I look forward to your response and hope to continue enjoying positive dining experiences at VIPS NEPTUNO.Please feel free to contact me if you need any further information or wish to discuss this matter in more detail.

Thank you for your attention to this...

What a terrible experience! Will never visit this place again. waited 45 mins for our drinks and only because we reminded them that we were still waiting! The food took an hour to come out. Everyone around us were getting their food but not us! We were put in a corner abd forgotten about. No apology was given and they only justified their actions by saying it was busy and to be patient. We got told to download the app to receive our discount and when it came to paying the bill the waitress did not even factor in the discount. The staff were very unprofessional, unwilling to assist, we ask about our order three times and all were as useless as the the other. That restaurant is a total circus! Whoever is the manager needs a good run down on running a restaurant smoothly especially at a time like this where it's expected that the amount of customers will be doubled. We will never return...