Denny's — Restaurant in Houston

When we arrived, we sat in a corner booth unattended. 10 to 15 minutes, we were asked for our drinks. No hot chocolate could be served due to the hot water machine. No accommodation to make hot water was given to us as an option second of all. Our order was placed before 2 tables behind us arrived and the the last table behind us received their food promptly within ten to eleven minutes after ordering. The manager came with the waitress to help deliver our food which happened to not be ours to begin with for not paying attention to the details of the food and was about to give it to us. Then after, I complained about why the 3rd table after us which was sat down behind us recieved their meal and the table second to us recieved their meals after them and we still hadent recieved anything or been offered refills or napkins and even the syrup for the pancakes when we were given our food later. When she noticed that it didn't belong to our table the waitress krystina didnt apologize for anything nor take the time to look at our ticket to verify our food. I left my pancakes sitting there to get cold while i was hoping krystina would notice we didnt have syrup for the french toast or pancakes. Never brang anything else to us. We never were asked if there was anything else we needed or wanted. We go to this location usually at night between 10 -12and we alwsys have exceptional service from Mercedes whether it's a busy night or not. Mercedes is always double checking on her tables and making sure they have enough of beverage and plenty of napkins and refills if needed and does an excellent job at multitasking all the time. There is no excuse why the manager on duty at this time that I was there with my son and daughter needed to not give better excuses for why we didn't recieved our food accordingly. He mentioned after I asked about how come we still don't have our food and made his statement saying there's alot of tickets and food still at the counter to be delivered and for a Manger to be short spoken and not more understanding about my complaint rather than trying to justify the reason the food is still over at the pick up counter was a neglecting reason to not see my view in this situation. I do not tip staff that is under managed and a waitress who at first said there was no possible way yo make hot water to make a hot chocolate as we wanted. Mercedes would have asked the vooks to boil hot water to make the hot chocolate and that is what I call above and beyond. No matter how busy an established is, there is a way to communicate and thoroughly see what the customers needs are and a way to express some kind of gratitude for someone as myself who was at first being patient enough until I seen the other tables getting taken care of more promptly. This is not great service at all and as a manager, he should look into really having a coaching with staff coming from other locations because no matter which location this individual has no clue of multitasking and does not put attention to see how to maintain 3 tables in a more understanding manner. I'll return only at night when Mercedes is on shift because she is appreciated and is excellent at her job every time.

Comment for manager today on duty.... Analyze the customers needs first and don't make excuses as to why the wrong food was almost given to us and still we were last being served. Comment for Krystina... go back to your original location and take some customer service classes on how to conduct the professionalism of a waitress and practice on how to please the customers because without that you will find yourself on losing out of tips. Both of you have...

My mom, 2 kids and I had bad experience at this location. The waitress named Alexa came to get our order and started speaking Spanish, which we get a lot, we're native American, so I understand we do look Mexican. But after I told her we don't speak spanish she seemed to have an attitude towards us. We ordered 2 coffees, 1 with cream and sugar, our meal (2 orders, exactly the same) and 1 kids lemonade divided in half and each filled the rest of the way with water for my kids to share. Everywhere we go to eat I asked that they water down the lemonade and Teas since they make them way to sweet. Since 1 coffee had to be stired you would think she would know to bring a spoon. So I waited for her to come back. She could see I wanted her to come over, but never came. She brought our food about 15-20 mins later, by that time my coffee was cold; which I didn't even get to start drinking. She also brought 1 lemonade with a straw. She said she was going to get the silverware and napkins. We saw her coming back with silverware and napkins, but gave it to the next table over. Then as she was walking away, she told a coworker that we needed silverware. After he finally brought them over I still wanted to know when the other kids drink was coming. So as she was rushing back to the other table that was obviously more important than us, I asked her if she was bringing another kids drink. She said "I thought you wanted them to share? I said "yes but split between 2 cups". She then said "I poured half lemonade and half water". Well she must've failed fractions in school because that actually means my kids each get 1/2 cup to drink; 1/4 lemonade , 1/4 water each. (Not to mention they'd have to keep passing the cup back and forth between them and sharing the same straw) I explained again, pour 1/2 lemonade in 1 cup and half in the other, then fill each cup the rest of the way with water. After explaining that, she just went to the other table for about a min, then said to me, "that's ok I'll just pour it out and do it again". I said "you don't have to pour it out, just make another just like it". While I was saying that she grabbed the cup from the table and walked away with a big attitude. A few mins later she returned with 2 cups filled 1/2 each. She still didn't get it!! Unbelievable!! And then she had the nerve to say "these are the people I was telling you about" when we were checking out. I almost asked to talk to her manager, but realized he was the one she was talking to, and he didnt look that competent. So I decided to instead leave this review and send an email to corporate. It goes without saying, she didn't get a tip from me. This could've been a smooth interaction, because my order was not that complicated. Im really amazed she didn't understand how to divide the kids drink, if she didn't know for sure, maybe she should've asked someone. Denny should have some kind of training for this.The unprofessionalism she demonstrated really showed the immaturity of this...

Since the reopening dairy are under new management which I have found to be extremely helpful and customer oriented. The new weight stuff seems to actually want to be there and is appreciative of the clients. I do miss the little fun zone where they used to have a grab machine and a couple of games Which now is just stacked up chairs and high chairs. Other than that the store has been rebuilt after a large fire and everything looks the same but different. Kind of like a liminal space. The walls are now blue and all of the paintings they had before are gone replaced with flatscreen TVs and every corner. It is definitely lost some of its appeal as a family dining experience. I remember going to Denise‘s kid and especially on my birthday it being a very big deal. We used to go Sunday after church and I look forward to it all week long that was back in the day when Church was two hours of excruciating lectures and sermons from the Bible. Not the electrifying entertaining and motivating type church services we have today was our treat. Reward for being good in church. Now you can’t get a meal there for under 20 bucks including the drink a family of four is going to pay 100 bucks to eat there on a Sunday morning. Less of a treat more of a luxury that most of us Americans just don’t have the ability to afford anymore. But everything evolves with the times and Denny is no exceptions. At least it’s a place where you could still see a welcoming smiling face and you know that the foods are gonna get is quality and cooked fresh right in front of you. So I guess there’s that. Kudos to whoever hired the new management staff and I hope that the wait staff you have currently stays on for a while because they were very friendly and delight...