Panetosto — Restaurant in Son Servera

SHOCKING SERVICE. First things first. The pizza was very tasty and the chefs were all smiley, lovely and considerate- 10/10 for them.

Sadly, this is where the positive comments end.

I was travelling solo for five nights and had walked past this place earlier in the week. On my last night (tonight) decided I’d get a takeaway pizza from here! Wish I’d read the reviews beforehand. They literally describe my exact experience when it comes to the staff and non existent customer service!!

Started by me ordering a pizza for takeaway. The lady took my order and payment. Went across the way to wait for this to be made. Glanced down at my receipt and was shocked to see I had been given someone else’s bill. Quickly logged onto my online banking to see if I’d also been charged incorrectly, and sure enough, £40 had been taken instead of £10-12 for a pizza. Went back across to be met by the lady who’d placed my order. Explained what had happened- not sure she understood at first. She didn’t seem sure how to deal with the situation. I explained they should refund the full amount of the bill I’d been charged for, and I would pay for the pizza I actually ordered. There was no apology and it was as though I was being an inconvenience. With no explanation, I was just given some euros. I said, please can I have the money put back on my card as the euros are useless to me with me leaving first thing tomorrow. She said no. I asked why, she said not possible. I explained again as didn’t think she fully understood that I was saying refund the full amount (not part of it less the amount for the pizza I still wanted - which I totally get). She said no it has to be euros. I was polite and said that this was disappointing, asked if she could check with a manager just in case and she said she was the manager - which is doubtful. She then asked another staff member (so clearly wasn’t 100%. He also said no, the till can’t do it. Find it very hard to believe that a toll doesn’t have the option to refund?! They both started getting louder and irate when I asked why this couldn’t be done and explained the issue with being given cash. So unprofessional as other diners were looking. They literally said take that money or it’s nothing. I was getting no where. At no point did they explain how much they’d given me/ if I even had an order for a pizza. I said to her, this wasn’t My mistake but I’m being made to feel like it was. She didn’t care. I said, you should give me the pizza at no charge due to the mistake- she said ‘haha I don’t think so lady’ very rude, scoffing. She said ‘you’re the only one who doesn’t understand’ as she started saying to me something in Spanish about the euros. I could feel myself getting more and more angry inside as she was just so rude!!! I would avoid this place if you want to feel welcomed, taken care of, or even want a polite server! I felt vulnerable on my own and actually got upset as I was just so shocked at the way I was dealt with. As I walked away I counted the euros and was short - had been given €30 not €46 ( what I had paid in euros). Made me think, I wonder if they HAVE deducted the pizza and that is being made! Walked back (thankfully the kitchen area where you wait for your takeout is across the pathway) and one of the lovely chefs asked me what my order was. I said I wasn’t sure (wasn’t given a new bill/ order number). He then came over to where I was sat waiting, saw I was upset, said it’s ok and patted me on my shoulder and handed me a pizza. Honestly- the chefs were all smiley and lovely! I will be disputing the payment with my bank as due to this restaurant, that payment has caused me to go into my overdraft before I’m paid tomorrow! They just didn’t realise what an issue they’d caused. Get that mistakes happen, but the way it was dealt with...

Rare couples night out....had left the kids at the hotel kids club for a 3 hr party. Booked a table for 7:30....arrived at 7:15....took a while for our order to be taken but having been here before we knew this was to be expected so went with it. Ordered a round of drinks, a starter to share and main meals at approx 7:30pm. Waitress was quite frankly rude, unfriendly, no eye contact and unwelcoming but my husband assured me this was the "Spanish way". Starter to share arrived at 8pm.....ordered a bottle of wine at the same time and promptly delivered! Starter was lovely....cleared by approx 8:20pm. Place was busy but not unmanageable....we were enjoying the atmosphere and people watching. We clocked that some people were being served their food promptly; Spanish mainly but also a couple from our hotel who we recognised had also dropped their kids at the party! At approx 9:15pm we started to get concerned that our meals were not going to arrive in time for us to enjoy them before we had to leave. My husband tried to get someone's attention to ask about our meals, we were ignored including by the owner who we had witnessed had been controlling the dining area all night. My husband had to physically get up from his seat to tap a waitress on her shoulder for some attention! We stated that we had been waiting for over 2 hours and that we had to leave by 9:50pm to collect our children. Promises were made to check with the kitchen, we never saw anyone approach the kitchen...we asked a further two times (different staff) and again we were promised our meals in 5 mins.....at this point we determined that our meals were not going to arrive in time for us to enjoy, not one member of staff nor the owner came to our table to offer an explanation, or an apology. We decided to leave.....we left €20 on the table to cover our bottle of wine but we were unwillingly to pay for the starter or our initial round of drinks......we walked out......immediately we were approached by a waitress and the owner stating that we hadn't paid the bill.....(the promotest attention we had observed all night) we stated that over 2 hours without our meals was unacceptable and were not willing to pay any more than what we had left on the table! The owner proceeded to shout abuse at us which unfortunately we couldn't understand but what we did pick up was the word "English". I have never experienced as bad a service as this restaurant and never have I felt compelled to write a review such as this before! Having previously managed and ran a restaurant in the UK I would never have treated any customers in a similar manner and expected for it to go unnoticed. Thoroughly disappointed that our couples night off was ruined by this...

I rarely give bad reviews but if I could give zero stars I would. Shambolic, disgraceful staff and unfortunately an embarrassment to the resort. Simply do not go to this restaurant. Lovely setting draws people in but the staff and disgusting lady who called herself the manager do not care about their customers. We waited well over an hour for our food, it had clearly been forgotten as it was cold, children’s meals and adult pasta was cold and like plastic toy food but they forgot a main pizza which arrived not properly cooked when we’d all finished. After 3 prompts to the waiters with no acknowledgment I spoke to one and said I would expect a reduction on the bill. The food was eaten reluctantly due to a 5 and 7 yo being so hungry. There wasn’t even an offer to replace the food that takes minutes to prepare. Not to mention having to get our own cutlery including hugely dangerous knives for children. Then they actually then overcharged us for food for they didn’t serve! I offered a fair 50% of the bill but the disgusting lady claiming to be a manager picked up the phone started calling the police and trying to take my photo!. I have never been so threatened or disgusted in my life with a service in any industry. Huge let down on the resort. Avoid, avoid, avoid! Advice for the owner, get rid of this disgusting woman allegedly leading your team. To help, I’ve added a photo, this was the friendliest she looked all night. A simple display of empathy and “sorry” from anyone would have resolved the situation that escalated beyond where it needed. My 7yo is was so upset and distraught it ruined her impression of the whole resort. I will do all I can to help ensure as many people as possible avoid this place.

Repugnante y caótico. Nunca me sentí tan fuerte como lo siento por la forma en que nos trataron y amenazaron en su restaurante. Deberían avergonzarse de ustedes mismos. Deja de estafar a los clientes. Esta persona es una vergüenza...