Denny's — Restaurant in Austin

UPDATE: May 2, 2025 - I returned to this location after having a great experience in April. This time, the diner was very busy, and the staffing was short, but that didn't interfere with the excellent service. I asked the hostess, Roslyn (I got her name this time), if Kelvin was working, and she indicated that he was not waiting tables, but arranged for him to serve us at a table belonging to another waiter, J.D. During this busy period, I noticed that the staff were calm and professional, and J.D. was almost effervescent in the way he served his customers, even pitching in to help Kelvin when he was swamped. They all generously helped each other to help serve the customers. They worked together like a well-oiled machine and impressed me. I will return.

I've got to confess that I've been a devoted customer to Denny's restaurants countrywide since the early 1960s, but I woon't hesitate to give less that favorable reviews when warranted. This location, though somewhat difficult to access because of the traffic problems, still deserves five stars because once there, the dining experience is great. I've been to this location several times in the past, and have always been pleased with the service and cleanliness of the restaurant. Today's experience April 18, 2025 (Good Friday) at about 1:30 PM, was a cut above the usual good experience at Denny's. Our hostess greeted us with a smile and a great sense of humor (I wish I had gotten her name). She has a genuineness about her that stands out from many other greeters and hosts. Our server, a wonder of a young man named Kelvin gave the "vibes" that customers want in a server these days. A commitment to doing his best to see that we were satisfied with the entire meal. The food was fresh and hot, and the cheese on my cheeseburger was melted to a certain degree, not just slapped on at the last minute like some restaurants do it. My friend's Chicken Fried Steak was done to perfection, and the red-skin potatoes were seasoned and just crispy enough on the outside to make them exactly the way he likes them. Over all, the entire experience was relaxing and full of good vibes from everyone, from the Manager, the greeter, and the superstar Kelvin, our server. My four stars for atmosphere was solely because of the location being a little difficult to access because of peak...

I walked in around 9am this morning. The first thing I see is a handwritten note taped to the counter stating "NO ICE, SORRY." Ok, fine. I can deal with that, I wanted coffee anyway. I was greeted by someone behind the bartop and asked how many were in my party. I replied "just two." She then (still behind the bartop, not at the hostess stand) says, ok, sit anywhere you'd like and motions to the left side of the restaurant. She notices I have a child with me and then says, "if you want a kids menu, go ahead and grab one, there are only adult menus on the tables." I half expected to next be told that I'd have to cook my own food after ordering. After grabbing the last kids menu from the hostess stand, I scanned the area and found one of the only clean booths (the many other unoccupied booths had food on the table or food on the seats) and we sat down. She came over to take our order, and was pleasant and courteous during that interaction. After ordering, I noticed that there were two small bowls containing coffee creamer. In the bowls were the empty sugar/sweet and low wrappers from one of the previous customers. Additionally, there was a bottle of Cholula hot sauce that had less than a teaspoon left inside and had no cap on the bottle. I was beginning to regret coming here. Shortly after getting our food, my 5 year old needed to use the bathroom. That was the next mistake we'd make. I am quite unsure how to say this pleasantly, but. There were hairs on TOP of the urinal. I can't figure out how that happens...but the upsetting part was that the floors appeared to be completely wet, as if they had just been mopped (albeit with a cursory effort). So, I guess they just mopped and left the rest of the facilities in a state of disgustingness? I will unequivocally never return to this location, as it appears there is ZERO pride taken in the appearance, cleanliness, or customer service of this...

I'm not sure if we just have bad luck every single time we go, but we always get lackluster service. We came here around 4:30 pm on a Sunday, 6\11. A manager seats us, excellent service, and then disappears. The main server, Kelly, comes and gives us a weird look and looks like she just had a hangover. I tried to order pot roast. They ran out of pot roast. I asked if they have the tres leches pancakes. They have no idea what I'm talking about and they don't sell it here. I just ordered a t bone steak, partner orders a chicken and honey sandwich. She leaves without asking me what temperature or sides I wanted with it. She already puts in the order and I had to flag her down on what were my options. I ordered rare and she says ok. Sides that came with it already were fine.

Food comes; my steak was well done, my mashed potatoes were lukewarm, my partner's sandwich was missing the honey and pickles. We asked the server where were the missing ingredients and she said honey was on the bun already and it doesn't come with pickles. It clearly states in the menu it does. No honey in sight, pickles AND honey were also out. Server claims steak was rare; it is all cooked brown through. We just basically shut up and ate the meal as the manager was not around to do anything and server who gave us poor service just gave us the "it is what it is" attitude and tried to justify the quality and service of the food with the price...? This is unacceptable and will be our last time dining in at any Denny's here and just order take out since there's no such thing as customer service for us here.

EDIT: we were promised a refund, but NOTHING HAPPENED. This place is HORRIBLE! We tried to call and call, but no one is picking up. Great customer service. Will be going to IHOP from now on....