Smokehouse On The River — Restaurant in Florida

We just returned home from our long weekend at the Ranch (3/13 - 3/15) After checking in we headed to the Smokehouse for breakfast, our server Izzy was our first face of Westgate (outside of checking in at the Front Desk). Izzy was friendly, welcoming and went out of her way to make our morning pleasant before we started our day. Our food arrived quickly and Izzy made sure we had everything we needed to enjoy our meal, refilling beverages and checking in with us, it was fairly quiet, Izzy was sweet to stop and chat with us about our plans, encouraging us to take advantage of the many activities offered, highlighting things the grandchildren would enjoy etc. Although fairly new to the Ranch, she tried to answer our questions about this and that on the property with enthusiasm for our stay. We returned as our last stop before heading home on Monday afternoon for lunch and were lucky to have Izzy serve us again! The older grandchild wasn't feeling well having become overheated and slightly dehydrated (after being on the Swamp Buggy), Izzy quickly gathered ice, extra napkins and brought water to help while we got settled at our table. Izzy checked with us to assure things were alright with my granddaughter, took our order and returned with additional ice and water to be sure she was getting hydrated and feeling better even suggesting a crisp salad would be a good choice for a cool meal that would add additional fluids to help her feel better. Our food was delicious, Izzy was attentive while also tending to other tables in an equally timely manner. Our first and last impression of River Ranch was Izzy, she represented the Ranch and the Smokehouse extremely well!!! The food was fresh and good (mostly burgers and salads in addition to breakfast), service was quick and attentive. Our only concern involved a carry out order made for Saturday night which took an extremely long time to be prepared then sat at the register for over 20 minutes before anyone called the name to pick up and go. The food was cold by the time it was opened, with a microwave it was heated up and dinner was served. It was busy and clearly wait staff was working shorthanded and the kitchen was working hard to keep up with orders and take out. Front of the house were all rushing around serving, seating and cashing out at the register although they smiled and greeted everyone who came through the door and never let on they were all multi-tasking while getting guests seated and served. Outside of our disappointment with our dinner Sunday night we really enjoyed the Smokehouse for breakfast & lunch. We plan to return to the Ranch and would look forward to visiting the...

Absolutely awful. Server was the worst I've seen in years. We asked about the Friday special "Fish Fry". She said it was grouper, we knew that couldn't be the case so we kindly asked to confirm that, she came back "oh they changed it today, it's Cod". Clearly that sounded more accurate. Strange start, but no biggie!

We then ordered the Gator Bites appetizer, it came 30 minutes later, cold and soggy. We had no plates, no napkins, missing silverware sets. Main courses didn't arrive for another HOUR, we asked several times the status of our order, she said "oh we're busy", then she said "kitchen was backed up", we asked a 3rd time, she said "it's coming, a few tickets is ahead of yall"...A whole hour of waiting, she forgot to bring re-filled drinks, napkins, plates after requesting several times. She never apologized about the wait for food, once food arrived, she never checked on us again. She was completely uninterested in serving our table (and others in her section). The food finally came, and unfortunately it was cold and soggy, after waiting an hour. 😱 It was just awful. The server came by to only drop off boxes (we didn't even ask for) and NO CHECK. We waited an additional 15 minutes for a check, it never came. So I chased down another employee to see if she can help with the bill, she pointed me to another employee. I explained I just needed to pay, they couldn't find my ticket because they were unsure of who the table was assigned to. It was a mess. My server actually walked by me 3 times as I was paying and she never once acknowledged me or inquired why I was paying at the counter. Only as we were walking out she said "do you have your signed receipt?" What?!!! Now you care?? We actually walked the signed copy back to the table, she of course wouldn't care to know because she neglected to go to the table. Embarrassing!

Absolutely awful. This review, coming from a family who goes above and beyond for waitstaff and is always appreciative, understanding and flexible where neeed, and always tips above the average 22%. The night prior, we tipped our server $50, for excellent service, although the food wasn't so great.

But this was so unfortunate because the restaurant has so much potential. And it's one of the few locations on-site that serves food. Aside from the market (store) and the Steakhouse (fine dining, reservations required).

They have got to do better. People go here for the experience, its a vacation property. The dining is and should be one of the most important aspects of...

First and only time I will ever go to this restaurant. Not busy, approxiamately 3 tables seated on patio and 5 inside. Server took an unprecedented amount of time to make initial contact, and was unprofessional. Downplayed lack of service on the fact that it was a new position and that the server had only had a few weeks of experience. Took approximately 15 minutes between taking a beverage order and actually getting the beverages. Beverage was also wrong. Did not ask about food order, dropped beverages and walked away. Came back about 15 minutes later for a food order. All food came out in the incorrect order. Brought appetizer and one half of a main dish. Then 10 minutes later brought a full main dish for the other guest. Asked if we wanted our salads, WHICH WAS PART OF BOTH MAIN DISHES. Server had to be reminded about a missing side on the initial main dish that was brought out with the appetizer. One salad was processed as a full salad instead of a side. Guest had to consistantly retrieve the server.

Other guests in the restaurant end up leaving due to lack of service from waitstaff not just the person who served my table.

I will not say this server should be let go, because I understand there is a minuscule amount of leeway for new hires. However, speaking from experience in the restaurant business, I would highly suggest this person be retrained by high quality waitstaff or management who can demonstrate the proper procedure and quality of service they would expect if they...