We visited on the 22nd of December. Worst experience ever. After 1.5 hours the food still hadnt arrive. And after the third time we asked the waitress about our order, she realised she hadnt sent the order “because her ordering machine was faulty”. When we complained to the manager her reply was “sorry” and she turned her back and walked away. I replied excuse me but sorry is not good enough and she replied: “its ok” and “there is nothing else i can do”. No of course it is not ok!!! it is not up to the manager to tell us if it is ok or not when you order and your food never arrives. And to top it up she said that she has other costumers to take care of and she cant spend all of her time with us. Honestly this was the rudest behaviour i have ever experienced and the Swiss Alps was the last place i was expecting to experience it. At least they had the decency not to charge us for our coffees and juices. Avoid this place at all costs as they dont respect their customers. I am willing to bet that this behaviour is because we are Eastern Europeans and the manager is negatively biased against us (to avoid another word).
Update: Reply to the Owners reply. From the time we ordered to the time we left (without food) it was more than one hour for sure. You can check with your cameras if you want. I am sorry i couldnt check the exact timing while my two kids were crying because they were hungry. Also we asked the waitress at least once (at that point i dont remember if we asked once or twice as we were already very hungry and frustrated) before she realised that there was a problem with the ordering system. The first time we asked her reply was: your food is coming, the restaurant is busy, we are doing our best. This means that the first time she didnt even check the status of our order. When we saw the food coming to the people next to us who came to the restaurant before us and we complained again this was the time the waitress realised that there was something wrong with our order and then she sent it to the kitchen.
As for “your efforts” to minimise our frustration the reply “its ok” is not really much of an effort. Its ok for whom? And who will be the judge if it is ok or not. Also the reply “you are not the only customers and cant spend my whole time with you” is also not much of an effort. If your manager denies that she replied to us like that then please go ahead and say so. If you admit that this was the reply then i leave it up to the rest of the people reading the review to judge. But it seems your biggest concern is that we were waiting for one hour instead of 1.5 hours and not that your manager talks to her customers like that. If the manager is not plain racist then she is just rude and not fit for the job. I am not sure which one you prefer. All the best to...
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