Dear Casa Tua Management,

I hope this message finds you well. I wanted to take a moment to share some feedback regarding my recents visits to your restaurant on 09/27/2024. As a regular customer who has always enjoyed both the food and service at your establishment, I was disappointed with the customer service I received during my last visits.

While I understand that things can get disappointing for our staff in slow season, the level of attentiveness and courtesy from the staff was not up to the high standard that I’ve come to expect from your restaurant. I work in hospitality, and even if I know budgets and prices are shorter every time, I try to make my guests happy as they are paying for a high quality service, no matter how much. We frequently go for dinner, or coffee when we usually try different pastries. Last time we were in Casa Tua from Brickell, that is our frequent spot as we live close by, and the female server was lovely, but our order taking was delayed because there were other people around that were ordering more than us, so they were a priority where we became invisible. Of course, we understood if that was the situation due to a busy day, but the order taking was delayed for about 15 minutes, the order arrived also late, and when we wanted to get the billing to get going, our server was very distracted with her manager and it took up to 20 minutes to get the bill, to the point I had to stand up to request it and pay by the desk. Today, 09/27, we waited for a table for 2, and once the server came to take the order, we were going to have 2 lattes, an apple butterfly and an orange cruffin, and as soon as we told him what we would order he rolled his eyes, and left. I felt pretty embarrassed, and my husband felt like he was being disrespected. That is why we decided to find some other place to have our coffee, and I apologized to the server and told him not to run the order as we were not going to stay, regardless of his disrespect I am a respectful person and I wanted to keep my manners and him out of trouble. I value your restaurant and the positive experiences I’ve had in the past, which is why I wanted to bring this to your attention. I didn’t even request or read the names of your servers, because my intention is not getting them in trouble. We love the quality of your products, and that’s why we went back after the previous time, but today I went to have a coffee with some pastries and left with a horrible feeling, as if I was the one doing the wrong thing.

I am not looking for any compensation. I hope you could read me, in order to prevent this happening to anybody else in the future.

Thank you for taking the time to address this matter, and I look forward to continuing to enjoy your establishment in the future.

Sincerely, Iara