The Pink House — Restaurant in Nevada

Understand that the restaurant industry is struggling finding employees so those that they do have, need to be trained adequately. I really don't hold the server responsible for the bad experience we r/c but the mgt. Firstly, like past reviews, upon entering, no one greets you. Now, there are signs everywhere telling you to wear a mask, not to sit on the couch but none explaining where one needs to proceed to check in for reservations or a table. They have a carryout deli that is not visible upon entering so a directional sign would be helpful. We just asked the first person we saw. We did have a reservation, so was seated at an inside table. One couple that walked in w/out a reservation, stood about 3 minutes waiting for someone to acknowledge them. When no one did, they did what we did, ask a server scurrying by. They were seated w/menus at an indoor table and we witness no one came to their table for 5-6 minutes. Now, this may see a short time, but when you are seating at a table looking at numberous people passing your table w/out acknowledging you, 1 minute is way too long. So, they just got up and left. A few minutes later, a server did notice an empty table w/menus on it and asked other diners, "Were there anyone sitting here?" My husband's cocktail was delivered before mine since I was deciding on what cocktail I wanted. However, when I did order, we had to ask another server to check on my glass of wine, since we did not see our server for sometime after I ordered it. He brought it to our table not our server. We did not see our server until she swing by our table after someone else brought our food to our table. At that point, we were half way in. My husband noticed that he did not r/c the portobella sandwich but the pork. He was not a veg. so he ate it since we were hungry and didn't want to wait to get our server's attention and have our sandwich remade. We wanted the server to be aware, however, since someone else may have r/c his portobella sandwich instead of the pork one, we got by mistake. She stated that another table ordered the "porchetta" sandwich at the same time and she must have put our order in wrong due to that. She didn't offer a price adjustment (only a $1 but it is the point) or offer to buy my husband's beer. Now, I understand it may be out her "lane" to offer anything, but the mgt. should have been aware if anyone was in charge. We were trying to figure out who WAS in charge. We also saw at least 2 tables get up and try to pay their bill since their server never returned to their table after they finished. We were aware of these situations since we worked in the industry. Again, we realize the challenges of post COVID but someone needs to be in charge! And, we heard that they were building a new place near by. I hope they work out the issues here before they attempt to open the next location! This was on a sunny, Sunday afternoon as well. Being opened for only 5 days compared to 6 or 7, a mgt. person needs to be on site during the busy weekend...

This place needs help on so many fronts.  We experienced a very stressed out manager who gave us a full display of arrogance, disrespect, and contempt. I'm okay with staff who might be inexperienced or burnt out from a long shift (we've all been there) - what my family experienced was a condescending manager who seemed to have it out for us from the moment we arrived. It's baffling when you come across someone who is so unfit for the job they are in. It makes no sense why someone would work in hospitality, or any customer facing role, when you can tell every aspect of serving customers bothers them.

For example:

When she seats a table of guests but then holds resentment towards them for the 'accommodation' despite the restaurant being empty...

When a customer asks for clarification, she responds in a condescending manner and insinuates that they aren't using common sense...

When they tell customers they can substitute a side due to an allergy but then wait until the dish is served to tell them that it will cost extra...

When she shows displeasure after that customer rejects the side dish because of the new additional charge...

When she belittles elderly ladies on how a restaurant works and proceeds to tell them in a very rude and condescending way that "food costs money honey"...

When they actively make their staff's job harder to the point the servers are all walking on eggshells and unable to work independently (a manager should lead by example and be able to de-escalate issues, not create them)....

When a customer gives them feedback on how they don't appreciate the way they are being treated, she threatens to kick them out and call the police...and then actually calls the police to wait outside (in what world are you living in where you think that is necessary while my family eats our meals and endures your harrassment. We did not create a scene, we were not distributive, and we settled our bill without contesting items that we clearly had disagreement on) [I also got the feeling the cop did not appreciate having to respond to this call btw - nice policeman though]

I have been going to the Pink House all my life and have seen different owners come and go. This restaurant (and this town) deserve better. I don't get the sense this was a bad day for her but an long held attitude towards others...it's baffling, frustrating, and infuriating.  At a foundational level, you give seniors proper manners, patience, and respect (not just as customers but life in general. Who knows they might actually know a thing or two about the restaurant industry and how to operate a successful business. Better to be curious not judgemental.)

*Food quality and music were good. Bartender was pleasant and had a nice/fun vibe to him. Others seemed to be pleasant people. Hope they can get...

We have been to the Pink House many times. Normally excellent. However, today we we treated poorly by staff. We arrived at 3:45 pm and asked for a table for 4. Even though very few of the tables were occupied, we were made to wait to be seated until all 4 had arrived. I understand this policy when it is extremely busy, but this was not the case. The place was basically empty. Our friends joined us within a few minutes, but the host was MIA and had to wait a bit before she showed up. Finally were seated approximately 20 minutes after arrival. (If we had been seated when we arrived, the establishment could have made money from two extra drinks.). After being seated, and before we could order drinks, a staff member showed up and we were told that the table we were seated at was reserved for 6:00 pm, and we would have to leave prior to this time so they could prep the table for those who had reservations. (at this time it was approximately 4:15 pm). This put a very bad vibe on our experience. We were just there for a few drinks and some apps. We had no intention of staying that long. I understand limitations on occupying a table, but this could have been handled much later, and with much more finess and grace. This staff member was very matter of fact, and bordering on rude. We all felt extremely unwelcome. We ended up ordering one round of drinks and leaving. We went around the corner to Genoa Bar and enjoyed numerous beverages and tasty food from their food truck. Even though they were extremely busy, we were never made to feel rushed and unwelcome. I like the food and beverages served at the Pink House, but the staff needs some intensive training on customer service and kindness. We generally come with our entire family, spend several hundred dollars at at a time. Very very disappointing. I think this place has expanded too fast without considering the customer.

I am following up with an addition to my review a few weeks ago. We went back to the pink house for my five-year-old granddaughters fifth birthday. She loves the Pink House and requested to go there for her birthday dinner. I am happy to report everyone from the hostess, to the wait staff, and each member of the staff with which we had interaction was extremely friendly. The food was absolutely delicious, as were all the drinks. The rudeness issues we had experienced on our previous visit were nonexistent. I will say, it did take a bit for the food to arrive, and we were there for a little over two hours. However, the orders were perfect and delicious. I would rather wait a bit and have it all correct than for the kitchen to be rushed. Everyone deserves a do-over, and hopefully my previous experience was an isolated event. Everyone has a bad day...