IHOP — Restaurant in Kissimmee

Went here tonight, 5/18/17, and the service was at it's worst compared to any other time I've gone. I have been here in the morning and at night so I do know both ambiances. A group of about 20 of us went after an event we had and had a section to ourselves which was good. However, our server ( a tall young man with a blonde flip in his hair and bubbly personality) did the right thing by asking if we wanted separate checks and how but it went down hill after that. He took our drink orders and took about 10 or more minutes to bring drinks and then like another 15 minutes before he came over to get orders. When we finally said our orders, my 83 year old grandmother asked for toast and coffee, the toast along with the rest of our food took over 45 minutes to come out. When we asked about bringing only the toast first he said he could not ask the cook because he would get yelled at by him. He eventually went to the back and came out with toast and said "here you go, I actually did it myself. How's that?" The night dragged on, my table was the first to order, eventually food started coming out after almost an hour and 2 of my family members at my table never got their food; keep in mind the server paraded around our section and even at my table and never acknowledged my family without their plates and not once did I hear him check in with the kitchen (we were seated right next to the kitchen area). Eventually my family got tired of waiting and said to remove their order and the server tells the cook "oh never mind they don't want it scratch it off". Not a single apology much less try to figure out what happened. He became snappy after my family tried to explain that he never input or checked on their order. Seeing his reaction, I asked to speak with a manager on duty. He became sassy and said "oh sure! Of course, go for it". I was appalled by his rudeness. The manager came over and I began to explain the situation and even apologized to her if I sounded frustrated with her because I knew it was not her fault. I saw how she actively listened to me but she also tried to make excuses by saying they will get yelled at by the cook and they were understaffed as 1 of the 2 cooks went home sick. My remark to her was that the cook shouldn't be working there if that's his attitude. She apologized for the servers behavior and the server then came back to chime in and be sarcastic and rude with me saying "look at the restaurant behind you, you'll notice we're busy and we have large parties". The manager had to try to shush him and shove him away to stop him from being rude because he said mentally he knew they were missing their plates. WE DO NOT READ MINDS, COMMUNICATE THAT YOU ARE AWARE that they do not have their food yet. At the end of it all, I kept my cool as we had minors and adolescents within our party and kindly said as paying customers all we ask for his communication and acknowledgement when you have almost everyone in your party eating except for 1 or 2. At the end of the night, we got a sorry and 20% off the bill but the bitter connection is there because its not only about money. Its...

I found myself in the area and decided to have a late lunch. While waiting for my meal, I intended to compare the prices of some items I had recently seen at Home Depot. To my disappointment, Joanna, the delightful assistant who had shown me to my table and taken my order, informed me that there was no WiFi for customers. I was quite taken aback, as I had visited this particular IHOP many times over the last 10 years and would have chosen a different eatery had I known.

Joanna apologized for the inconvenience and explained that she has been coming to this restaurant for over 15 years, even as a young adult visiting her mother who also worked there, and she couldn’t recall them ever having WiFi. She mentioned that it was a management decision and that there was nothing she could do about it. I reassured her that she had nothing to apologize for, as her excellent interpersonal skills were not at fault. I even joked that instead of doing what I originally came in to do, I would spend my spare time drafting this review. She took my comment in stride and continued to provide excellent service.

Shortly after our interaction, she returned with my meal: steak pieces with mushrooms, broccoli, and French fries, which I thoroughly enjoyed. 😋Had it not been for the management’s decision to not offer WiFi, I would have given a 5-star rating. Normally, this wouldn’t affect my rating; however, since I specifically came in to access their WiFi, which the vast majority of their competitors provide, I decided on a 4-star rating for no WiFi and 5 for the food and the outstanding customer service provided by Joanna.😀

Unfortunately, due to the owner’s decision not to have WiFi, it is unlikely that I will return to this eatery in the near future. Earlier in the day, I had a similar meal which I enjoyed at Denny's, a main competitor, which offered customer WiFi. I hope the manager takes this detailed review...

Cockroaches at 11AM! DO NOT EAT HERE! A cockroach crawled across my silver wear and across the wall while I was eating. I told the bus boy and he killed it. Then my waitress apologized a said she would get the manager. He took a while to come to the table. The manager asked what I wanted him to do to fix the problem. I said it was probably just a random cockroach from outside since it's Florida (the rain brings bugs inside), and just give me new silverware. Then about 5 minutes later ANOTHER COCKROACH crawled out. Then the manager took a long time to come back out. While I was waiting, another customer just sat down looking at me wondering why I was freaking out. I showed her the pictures of both cockroaches. The manager then asked me to send him the pictures. When I was about to send him these pictures, he told me he thought "showing the other customers the pictures was not the right thing to do". Well the right thing to do would be to make sure you don't have cockroaches crawling around your restaurant! It was a bright, sunny day and you have cockroaches walking around in daylight! That means you have 10x more crawling around at night! I have come to this restaurant several times this year and am completely disgusted that I've ever eaten here! I will be filling a compliant with the...