Southgate Grill — Restaurant in Maryland

I am not the kind of person who complains, in fact I NEVER complain. But the experience we had at this place was so awful, humiliating and disappointing that I feel its my civic responsibility to make sure as many people as possible hear about it.

CONSIDERING that this restaurant is located in and around several retirement communities, one would think that they have trained their staff to provide appropriate customer service to those with disabilities.

We recently visited with two individuals who are wheelchair bound, and were initially dismayed when the 'hostesses' (two young women) sat behind their hostess desk watching us struggle to get the wheelchairs through the (not automatic) doors - NEVER STIRRING at all to help.

Once inside, these "hostesses" pointed for us to sit at a table that was so clearly not able to fit the wheelchairs that even the people in the next table shook their heads. I (unable to do magic) said with a smile "I don't think we will fit there." The hostess clearly didn't know what to do next. I then attempted to solve her problem by pointing out a more appropriate table (empty in a mostly empty restaurant) at which point she announced loudly, as if these were the only words she remembered from her hostess training: "That table is for a 5 top." Clearly beyond her ability to problem solve, she fetched a woman (I'm assuming manager, but she neglected to introduce herself as such) who re-notified me that the table was for a five top. As if I simply didn't understand the hostess when she said it. I clarified that I truly don't care what table they give us, as long as the wheelchairs fit. It was at this point that she put her face much too close to mine and very sarcastically said "We'll find something for you - shall we?" She went off out of sight.

As we waited uncomfortably my handicapped companion was rather embarrassed and wanted to leave. We were about to go when she came back and sat us at that very same 5 TOP TABLE. I add that she continued to be very snarky about it.

I could go on explaining how hostess #1 asked me if I wanted the chairs she moved away to make way for the wheelchairs (?!?!) and wandered around with a chair unable to figure out what to do with it.

AND THAT once seated, we witnessed those same hostesses sit back down behind the hostess desk and ignore at least two more wheelchair bound individuals struggle to get through the door - the hostesses never once got up out of their seats and indeed the manager woman didn't help them either.

This is all so unfortunate because the place looked nice and we really wanted to have a nice lunch.

The waiter was very nice and helpful - so no complaints there.

The person delivering our food, however, actually delivered hot soup by reaching OVER one handicapped individual (dangerously risking hot soup spilling on her) and handing the BOWL OF HOT SOUP TO A PERSON WITH USE OF ONLY ONE HAND.

A trained server NEVER hands a plate to a patron - instead the appropriate action is to walk around and put the soup in front of the patron. We were stunned. It was clear that there is no training at all at Southgate Grill.

As for the actual food - it was mediocre. Nothing special at all and indeed we both had stomach problems overnight which I attribute to this place. After all if they can't do basic server training, what's the chance that they do any cleanliness or food handling safety training?

With so many better options to choose from in the area, I recommend that Southgate Grill do some training in standard customer service best practices and specifically in servicing a large population of individuals with disabilities. They should actually step up their game...

One of the worst dining experiences in recent memory. We went to this place since it was close to our house in Ocean Pines. We arrived to the restaurant around 6 pm on Sunday the 25th of April 2021. Nothing wrong with the host and getting to our table, but that is the last of the good reporting. We ordered waters to go around the table, one cocktail, and one raspberry tea. The cocktail came in a small plastic cup and with no ice and didn't taste right, the raspberry tea never did arrive. We ordered mozzarella sticks, lite fare, and coconut shrimp for appetizers, and the NY Sirloin for main courses with sides. We were informed that they were out of mozzarella sticks and also out of onion rings that we ordered. We were not offered any adjustment to our bill or apologies for running out of basic items. The lite fare (vegetable platter) came with peppers that were obviously not good quality, the cucumbers were uneatable and the celery sticks were bland. The coconut shrimp were overcooked. The cup of crab soup was way too salty. Our steaks arrived, but we were never given any silverware to eat our dinner. After we stopped the waiter and asked for silverware, she brought the silverware but no steak knives. So, we asked for steak knives for the steak. She brought ONE steak knife. There were four of us eating steak. We politely asked for more steak knives, which she said she would bring. We passed around the ONE steak knife and everyone had finished eating the steak, which was bland (not seasoned well at all), and then the waitress brought 4 steak knives to the table (after we had finished). Our water was never refilled and no one ever checked on how we were doing. Every time that we needed something for the table, we had to ask for things, and only when we got someone's attention while they were passing by our table. The restaurant was not crowded (COVID spacing) and it appeared that the staff weren't overly busy, they just weren't attentive to their customers. This is our first time to this restaurant, and it will certainly be the last time we ever stop here. There are too many quality restaurants in this area with good service. This is not one of those restaurants. If you expect good food and service for your money, then you should pass this one by, because you will receive neither. If I could have given a Negative 5 star rating, I would...

Do not even try to go here.

We stumble on this place 5 or 6 years ago, and it was our go-to place, really great food and at a fair price, and used to be very attentive staff.

Wow, what a difference a year as made. General Manager in charge doesn't really understand the business.

1st night, they seated our large party of 11, and the server was very nice and polite but not on his game. 2 of our dinners came after the rest of the entire party had completely finished there. Not good, we flag the Manager down and explained politely about 2 dinners coming when others had finished their whole meal. She shrugged and said its been heck in the kitchen. Wow you give the customer a $244 menu tab, and thats all you can say.

But the food was typical and outstanding.

We ended trying to go there the next night, and same manager on site. She doesn't talk well to her staff, just watching her, I would never want to work for her.

The would be able to take our party of 11 and seat us outdoors together. After 20 minutes and watching them seat 2 other parties that came in after ours, we tried to talk to the manager and ask why they could be seated after they came in after us. She said, its not a big deal, we will get to you. In spite of just sitting a party of 6 in the spot you would have put us. Instead of sitting them around the corner in a empty spot. So you are going to break our party up after leaving us sitting.

The hostess tried to explain to the manager that we was there first.

Again, this manager has no business being in the trade. Maybe a Gordon Ramsay experience is needed to wake her up. I guess being in a restort town, you dont have to worry about returning guests.

Best part of this, Pines Public House was right down the street, and their food was great, and their staff was incredible. We found a new goto spot for sure.

Update - You cant blame staff shortage. But, when you the manager, take people out of order and seat them and leave dinners hanging, that isnt right. I guess they must be friends or regulars. I know your hostess tried to explain to you that we was there first, and you just waved your hand ad walked away. As for staffing issues, you might want to peak on some of the staff web sites, they have their own choice words to explain how they feel...