Margaritaville Restaurant - Times Square — Restaurant in New York

The worst experience I have had in a restaurant, it is not the first time I go to this restaurant, yesterday I decided to invite my family to get to know it and feel comfortable and the first thing that happened to us was that at reception they left us waiting approximately 50 minutes because there was no table but the restaurant was almost all empty and they told us that they were reservations that were already there, we still decided to wait, While I was waiting I decide to get on the page and find a table for in 5 minutes and it seems very illogical that we have waited 50 minutes while the restaurant was EMPTY, I come back and approach reception and tell them that I already have and they tell me that no that he can't be there yet and I said that how was it possible and out of nowhere a table came out that now yes, before that the girl offers us to go upstairs to have a drink while we waited I don't know why they didn't say it from the beginning even if they just took my data in a bad way and told me to wait sitting in front of the bathrooms.

When they finally pass us to a table we decided to order the drinks first and I order one and they take me the wrong order, there was a boy who by the way was the only person who helped us and who tried to be aware on some occasions, the waiter approached only to deliver the food because I repeat there was a boy who was the one who took the order of our drinks and the food, the waiter only went to bring us the food, the drinks of all of us ran out and he never but never approached us to tell us that we wanted something more, My husband's birthday and the tables that were around us. All the waiters were waiting for their tables but ours never went, when our waiter was at the next table he didn't even turn to look at us and the man touched him and I told him that my husband was on his birthday he just told me what dessert he wanted and I'll be back and I repeat I'll never be back.

I was too upset because we had already finished the food and drinks for a long time and when I raised my hand he just turned to look at me and went to bring me the dessert, but my partner didn't want anything anymore, I tell you that if you can please call the manager and they never called him, it's my turn to get up and go look for him, I have to clarify something and that is that we don't speak English we speak Spanish, I don't know if that's why the waiter never approached for the simple fact of not speaking the language or for being Latinos because that way we don't feel "refused", We communicated with them through the cell phone and the boy who spoke Spanish also collaborated with us a lot, I talked to the manager and he apologized to me a thousands I asked for the bill because the 4 who were there already wanted to go to the manager had to go to take us the bill because the waiter didn't even want to take us that.

The restaurant is beautiful and that's why I had decided to take my family there but the experience we had yesterday was horrible, without a doubt I will never...

I have been to several different Margaritaville restaurants but this was by far the worst. It has a fun atmosphere and I guess I shouldn't expect at lot from a chain in Times Square, but ugggg. Took almost an hour to get our food and the place was not super busy. I wasn't hungry so I only ordered a side salad and my husband got the rib entrée. The waiter finally came to check on us after 30 min to see if we wanted the bill and we hadn't even gotten the food. My husband got another drink and we waited some more. The waiter came back to see if we got the drink. We hadn't gotten the drink nor the food. When the other waiter brought out our food it was an huge entrée salad. I said I didn't order it and only ordered a side. The guy asked if I didn't like chicken, I said I do but I'm not really hungry. He said to have it and he would change the bill to the side salad. When my husband second drink came, it wasn't what he ordered. It was a totally different color. The waiter said it was the same drink, the fruit was totally different. My husband took a sip, and yes, it was different, but he felt bad as the guy was in training and just kept the drink. The salad was limp lettuce, dry chicken, and the ribs were okay. When the bill came they charge me for the full entrée salad, which I hardly touched. When the other waiter came back who said he would fix it, we mentioned it to him again. He said it was the right salad. I had to tell him again, this wasnt what I order. And again he said he would take care of it. He took the credit card, ran the full bill, didn't change the salad, dropped the check and dashed off. No managers around, to be seen. Sadly disappointed in the food and service for a fun place. I hope others had a good meal and service, but definitely won't be back.

UPDATE: The owner of Margaritaville did respond to my review within hours, asking that I email them to properly address the concerns I had. I emailed them (also) within hours, and heard nothing. I sent a follow up email and again nothing. I'm getting the feeling that sadly their public response was more for show then to actually address the concerns. Disappointing.

2nd UPDATE: They never responded to my emails and they were the ones who asked me to email to address the horrible experience. This just proves that the poor customer service definitely starts at the top. Don't waste your money on this branch...

Okay so I’ll make this review as honest as I could because our night was almost entirely ruined, it’s my husband and I anniversary dinner and we had reservations at another spot. It just so happened to be closed when we got there so we were in search of somewhere nice perhaps with a rooftop etc. Margaritaville popped up, when we went in the vibes were okay it was a bit empty and we were seated right away. We had a waitress come by and say she would be right with us, it took her about 20 minutes to actually come back and ask what we wanted to drink.. I ordered a mule, I can’t remember the name but it tasted like a bad Moscow mule and my husband just ordered a coke it took 25 mins just for them to bring my drink first red flag..We ordered spinach artichoke dip which was like a 4/10 if you’re gonna use store bought tortilla chips please use quality ones! Or just make them from scratch. From a 1-10 it was definitely not even a 5, on top of that our food took about half hour to come out, I had the wagu stir fry’s and my husband had the New York strip.. the strip was terrible it had no taste and it was cold. My order was cold the taste was OK but I was really upset at the fact that it was clearly sitting out. It was not busy ! I don’t get why it took so long! On top of that she wasn’t even the one that bought out the food it was another waiter and then she just disappeared to the point where we had to get another waiters attention to refill the coke, at this point we are ready for our check about 15 min later she comes to check on us and I immediately ask for the check she was quick to get that! Safe to say I won’t be coming back to the 2nd floor. BUT HERES THE TWIST, I had no idea they had a 31st floor…. My rating would have been 5 stars had we went straight there. After this madness my husband and I went to the 31st floor and the rooftop bar was breathtaking, our bartender I wish I got his name!!! Was so nice and positive ! I had got the pineapple cocktail he suggested and it tasted so good!!!!!! For the love of god if you go here, head directly to the 31st or 32nd floor!!!!! The view and drinks are...