IHOP — Restaurant in Nevada

Edited Review: Feb 16, 2024 On February 15, 2024 this Ihop brought us back in to remake our meal, free of charge. It was a completely different experience! We had a new waitress, who was very attentive, the food was great as always, and the manager was very kind. I'm very appreciative that the restaurant reached out to make up for the last bad experience. This experience was 5 stars! This makes the total average between the two experiences 3 stars. (Jan 15, 2024, 1 star)The food was okay, but only because it came out 30 minutes later than it should have.

It was my family of five, myself, my 10yo twin girls, 9yo son, and their dad. When we got there, it was empty, there was 2 other tables already seated and eating (one of them being employees), and 1 server. We were seated fairly quickly. The server had us choose our own booth. We were ready to order our food when she came around to order our drinks. We noticed that she didn't write the order down, which we thought was weird, but we let her do her thing.

This is when everything went downhill. I had ordered a mango fruit spritzer, she brought me a strawberry lemonade, but she let me keep it and left to make me a new one. We didn't see her for another 20min. When we finally did see her pass by, we asked her about the drink and refills for the kids. She admitted she forgot, and brought out the correct drink and the refills. We asked her about the food, since we hadn't received yet, and she said there had been togo orders before us, so we had to wait. So wait we did, for another 25min. My husband noticed that half our order sat under the warmer waiting to be served to us. We order 3 kids meals: the happy face, a plain burger w/fries, and mac&cheese w/applesauce. I ordered the crepes and he ordered the blt, all really easy meals. Once he's saw his meal and the mac&cheese sitting under the warmer for 20min, he lost his appetite and didn't really want to eat his meal. We also noticed our son's mac&cheese portion smaller than the portions that come in the microwave cups for home.

We had waited so long, as soon as she brought the meal, I handed her my card to pay for our meal and asked for 4 togo boxes so we could leave as soon as we were done eating, so there would be no issue in bothering her or taking up anymore time. She brought the receipt and only 2 togo boxes. I just ate all my food so I didn't have to bother her for another box, I just wanted to leave. The kids helped my husband eat his plate. Luckily, my sons mac&cheese bowl serving was so small it was easy to for him to finish, so my girls were able to pack away their meal to bring home. When she brought the receipt, I noticed the amount was particularly high. I let her know 2 of the kids meals were supposed to be free. She said, "oh sorry, I didn't know you wanted to do the free kids meal deal otherwise I would have told you what dinners were eligible for the deal. Sorry." And walked away. As if bringing kids wasn't a clear indication that we were there for the deal. This was the only Ihop we had been to that didn't let us order from the breakfast menu and use it towards the free kids meal. I didn't fight with her and just paid. I also noticed when I got home, she still charged me for the strawberry lemonade she made by mistake, that I DID NOT order, she told me I could keep. This Ihop is 0/2 in experiences for me. My last experience was just slow service, but everything else was fine. This particular night was extremely horrible and this server was just terrible and I will not be returning simply...

So I ordered curbside easy online ordering system I clicked to state I arrived and waited for my order. I realized I had been waiting for a while so I checked and it had already been over 20 minutes so I called to check on my order and the lady (fayme r) literally hung up on me as I was speaking saying she didn’t know where my order was she didn’t have it but that she would be right outside. After making this claim I tried to see if it was maybe under another name before she hung up but was not able to. I called back to get her name and was met with more attitude so I went inside. When coming into the establishment I waiting 2 full minutes before even being greeted by once again fayme I told her how I spoke to her on the phone and she immediately became frustrated and said she didn’t have my order she only had 2 other ones and she hung up because she was going to go outside. Her manager came out as I spoke to her to see what the problem was and as fayme was explaining the situation my name was called stating my curbside order was ready. The entire time fayme was rude and pushy not seeming to be able to complete her tasks and maintain a friendly personality you would expect from a waitress. She went to retrieve the food and as she’s waiting for my shakes I can hear her talking to another employee about me complaining. It was completely unprofessional especially considering I was in the front of the store and she was in the opposite back end waiting for my shakes so she wasn’t even trying to be subtle about it. I have been a manager at multiple restaurants and understand a busy stressful day. But your customers should always be treated well considering they are the reason you have a job. I appreciated the manager apologizing to me for her employees behavior but even after all that I was still missing items in my order and didn’t see a sense of urgency to get her employee to be more professional. I just wish I never ordered from here such a horrible experience never seen such a bad display of customer service...

When I first came in there were literally 5 or 6 people behind the cramped hostess counter. They were all talking and laughing while about 3 different families were waiting to be seated. I was solo and they looked at me like I was interrupting them. Once seated I had a waitress that was obviously rushing me. The food was nice and fresh, though they gave me over easy eggs when I asked for over medium, no big deal though. What got me was the fact that all the waiters/waitresses were wearing whatever they wanted it seemed. They were either in black white or red, some had IHOP logos, some didnt. The restaurant was packed, which doesnt bother me, but it's a location that always has a lot of people. So why not have a uniformed staff? I didnt know who I could ask for help and who was just a customer/busser. When I was ready to pay I walked to the hostess counter because they have a cash register and my receipt had a whole bar code they could scan.

They told me I had to wait for my server, who had dropped off my check 15 minutes earlier. I've paid at that table several times at other locations, why couldnt I do it there? But I waited for my server for 5 more minutes then got out of there.

In conclusion, the food was good, the staff was unprofessional and unorganized, and they may need more help or more...