RiverStreet Family Restaurant — Restaurant in Hayward

As someone who has worked in the service industry for over a decade as both a server and bartender, I understand that mistakes happen — it’s how you handle them that matters. Unfortunately, our experience at this restaurant was unacceptable from start to finish.

Terry was our server, and while she admitted to losing our ticket (which can happen), her response afterward was careless and dismissive. We waited 1 hour and 20 minutes for our food, and when it finally arrived, our appetizer was cold, and most of the entrées were barely warm. Terry mentioned we might receive two sets of meals due to the ticket being lost — not exactly reassuring.

What was most disappointing was the complete lack of attentiveness. Terry ignored our table for most of the visit, barely checked in, and didn’t seem to care whether we had drinks or needed anything. Rather than owning the situation, she seemed embarrassed and just avoided us altogether.

I don’t expect perfection, but I do expect accountability, communication, and basic hospitality — none of which we received. This experience was incredibly frustrating and disappointing, especially knowing how hard this industry can be. I hope the restaurant addresses this kind of service for...

We were in Hayward for the Birkie. We called ahead on Wednesday, as we we had 9 adults and 2 toddlers. No problem seating us when we arrived about 5 p.m. After several minutes a male server asked if he could have some of menu's for another table. No problem, but he never came back to take our order. Several times he passed by. Three other tables were seated and ordered. Finally a lady server asked if we had been helped. She said she would tell our server. A while later she came again to check, very obvious we still had our menus. She was very kind and said once she finished delivering some food she would take our order. Meantime, those three tables that came in ordered, got their food and left. After she finally took our order we did get our food. All of this took 2 hours! It was not her fault, it was the male server who never acknowledged us after taking some of our menus for another table or two. We were very disappointed in the service. Considering we had two toddlers, they did very well. We realize we did have a large group, but considering other people were coming in, ordering and leaving before we even got our food, that is...

We were camping and randomly stopped here. There are two separate dining rooms. The big dining room has a much more inviting atmosphere. We were seated in the corner back booth of the small dining room upon entry. Atmosphere in that room wasn’t as appealing. It was very loud. The waitresses were very loud and the customers seem to speak very loud in that room. A few regulars come in which might be part of the reason. I wait staff were very pleasant and greeted us right away. They have quite a large menu with a variety of options ranging from breakfast to lunch to dinner. The burgers and wraps are not served with anything. Fries and waffle fries were extra. The food was hot and served quickly. One of us ordered a patty melt on white bread. It was quite tasty and the waffle fries nice and crisp. The other of us ordered taco wrap. It really didn’t have much flavor it was quite bland as was the salsa served with it. The wrap shell however was very moist and lite which I appreciated. The steak fries were plentiful. Cost was affordable. Parking a bit tight but plenty of spaces. We probably...