Thai Island Restaurant — Restaurant in Key West

I would like to start off by saying that this restaurant has horrible customer services. We went to the restaurant because we were on vacation. This was no more then 2 weeks ago, I am a traveler from the Midwest where everyone is polite and understanding. We went initially with a big party and they were not able to accommodate us to fit all in one or two table which is understandable. We were there to celebrate my husbands birthday and was on vacation. The entire party end up to sit at different tables and were split up. There was only 2 tables that had 6 sitting together, the rest of the group sat in 2's and 3's. Our food was screwed up not once, or twice, but three times and yet we were understanding about the situation that they must be busy. The portions were small and expensive but we knew that we were on vacation. Everyone, ate at different times the food didn't come out together either. Our drinks was never re-filled that I had to go up and ask. When we finished we came to find out that on every single bill of the party we were charged gratitude. Everyone was not happy about it especially because we weren't consider a party anymore. We were split up and sitting at different tables and different place. Everyone complain but paid the bill, I too was going to pay. I sat alone with my husband and his brother and our bill was over $100, excluding the gratitude of $28. However, I wanted the waiter to know that the service was not stellar. Therefore, instead of making a scene for the other customer to witness, I went up to the waiter who was still fixing my brothers bill because he was charged dishes that he didn't order or get. I explain that the service was not great. I even whispered because of the small area she was in. The waiter was nice and said if I don't agree to the gratitude she can remove it. I told her its not necessary but for future customers, I hope this is a learning experience for them. HERE IS WHERE THE STORY TURNS. THE OWNER CAME OUT OF THE KITCHEN and spoke to the waiter in Thai language, and the waiter explain to her the situation. THE OWNER then turn to me and said "you are not being nice, and is rude. Everyone come and is happy with the service, why not you?" I replied "I'm sorry, I don't think I'm the rude one, you are the one who just barge into this conversation. I was speaking with your waiter not you. I didn't ask for the manager nor the owner." She continue to call me names like stupid and rude woman. And said that why do I have to complain when no one else is. At this point I was upset and I said "You should not be talking to your customer this way. I am trying to be nice. Your worker understands why don't you." She rolled her eyes at me and continue to talk down to me. So I said you know what I will not tolerate this, if you want your money, send your worker downstairs (the restaurant is upstairs and the bar is downstairs) I cannot stand you and will not talk to you. I waited for 20 minutes no came so I went out to the car. Finally when I was ready to pull out the owner (that yelled at me), the waiter, and the manager came out. she got to my car and rolled her eyes at me. I told the manager that she should not be talking to customers like this. The owner better be thankful that she had a manager who knew customer service and waiter who was patient. She dare to say" Don't have to look at me like that" because I was so disgusted by her actions. I replied, "I did not ask you to stand right there, if you don't like me looking at you, you should not stand there." I admit I acted like a child but I will not tolerate someone to name call me and accuse me of being rude when I clearly was not. Paying for that $100 bill does not make me broke but it would of made her restaurant. I told her I will be writing a review on her restaurant and how I was being treated. Her response "Go ahead, I don't care". So here I am. Hopefully, this story ends here and I hope, if you decide to go they treat you well. Best advice is to "AVOID". TO the manager and waiter, Find a new place...

Because the manager had the audacity to accuse my less than stellar review on Trip Advisor of being false and having many profiles so I could attack his restaurant (I'm seeing he's done this on many bad reviews now), I'm making sure to repost my review on all my travel apps, and to be fair I'll repost all the other GOOD reviews I've done for the other deserving restaurants:

SHORT STORY (details below that): Don't go to Thai Island if you expect courtesy and good portions for your money. But the lobster roll is the bomb. We're done giving this place a chance. The other Thai in town is Thai Life: a stone's throw from this place and has become our favorite: a floating restaurant, food is MUCH better, bigger portions, and the wait staff recognize us every time we walk in and ALWAYS give us local/military discount even on to go orders.

DETAILS FOR THOSE WHO WANT IT: So we moved here within walking distance of this place, I was so excited because I love Thai. The Thai place downtown is too expensive ($4 for EXTRA rice with the curry??). Over time, the dishes got smaller and smaller and price bigger and bigger...they stopped giving military/local discount on to go orders (Our whole office used to order at once; I'd think many orders or even individual customers would encourage you to keep offering the discount, when EVERY restaurant in town discounts to locals, what makes this place want me to come back?) Finally talked to the manager about it one day and that was pointless. I pretty much boycotted it until one night my husband said we should eat on the balcony it will be romantic...so we called at 9:25 and asked "we live across the street, if we come over right now would we be the only ones left and would that be ok -- or do you close the doors to go home at 10 pm?" She asked someone in the background who said "as long as you order by 9:45 that will be ok but we are very slow, only 4 tables left"...??" Unbelievable... Every restaurant we've ever called and asked that to has always (especially on a Sat night in Key West????) has always said "no the kitchen stops at 10 but please come on in!"..not Thai Island. So we went next door to our new favorite that night instead. At Thai Island, we feel very unappreciated as locals and military customers compared to everyone else in town. The bathrooms are nasty also, but like someone said those are connected to bar downstairs, but how about both establishments that share it make an effort? The servers are almost always rude with a high turnover rate, we never see the same face and I guess because they're new get our order wrong.

P.S. TO MANAGER: I reported on trip advisor my review date of your restaurant was from our last dine in April, not the same night I reviewed Thai Life which we went instead because you discouraged us from coming as I said in my review, not sure why it used the same review date to publish but I wrote both sitting at Thai Life. You said i should keep my review short and effective -- but the other patrons who gave you a bad review you replied they needed to provide details so you can improve. I gave you details and you attacked me?

These apps are so you can get constructive criticism, not reply with ridiculous accusations. Maybe your time is better spent making changes to the practices your customers reviewed poorly. The fact you think I took time to create multiple profiles is indescribable...I don't have the time to do that nor the desire but your accusations have caused me to go publish my ONE SAME REVIEW on all my travel apps. And yes, almost EVERY Key West establishment hours us military or local discount. Why would you even question that?? Good luck with your attitude keeping that rat hole open. No wonder you had new servers every time we were there (key word WERE there, never again) We liked Mrs. Navey, I guess she quit? You probably treat your employees like you...

This review is long and thought out, may be a lot to read and will explain why I am giving this restaurant 1 stars. Me and my friends visited this restaurant on Thursday 7/6 for dinner. We arrived around 8:40 pm. Upon arriving we were greeted my whom we believe to be the Manager or owner of the restaurant. We were seated outside for dinner. The view was chill, it was pretty humid and there were a few flies. Upon being seated we waited about 5-7 minutes for a waiter to speak to us and bring water out. The waitress assigned to our table was not pleasant at all. She did not introduce herself, was not clear about the menu, she not only rushed us (bringing the check while we were eating, slamming the check book on my friends hand while she was putting her card in the book, but she then snatched it from her hand), she did not ask if we wanted more water, nor did she replenish our cups we had to ask several times for refills (another waitress, short woman with glasses very nice kindly refilled our drinks and asked us how the meal was and if we needed anything. She was very pleasant, joked with us and was personable). Our assigned waitress, during our meals did not once come to the table and ask if we needed anything or how the food was. We ordered 1 Combination Fried Rice 2/10 (lacked flavor, portion size was huge which was plus) 1 Seafood combo which was a 4/10, 1 Beef Salad 5/10 which lacked flavor. both meals (Seafood combo and Beef Salad, were requested to be spicy, upon bringing the food out both meals had pepper flakes dumped on the top). We did order appetizers (1 Chicken Satay 2/10 and Shu Mai 2/10 (it was cold, sticky, lacked flavor, gummy, not made well did not taste like real Thai dumplings, it was nasty overall). After ordering our appetizers we had to wait a while to order because the waitress did not return to the table, I had to call out to her and stop her to let her know my friends were ready to order. When she brought the food to the table she literally dropped it on the table and walked away. We were confused and kept wondering if there was a problem, but ultimately we were uncomfortable and no longer wanted to dine there. The one time she did come back to the table was midway while we were eating to see if we were done and to bring the checks. We kindly told her we were still eating but that was ignored. at this point we felt like we were being rushed out. After paying, the waitress came back to the table picked up the tabs and walked away. No, thank you, no have a good one, just silence. Ultimately, we will not be returning to this restaurant. DO...