Serendipity 3 - Times Square — Restaurant in New York

This review is to formally express my deep disappointment regarding the experience I had at serendipity at the Times Square location on October 15, 2025, while celebrating my daughter’s 3rd birthday. Unfortunately, what should have been a joyful family occasion turned into a very upsetting experience due to the poor and insensitive customer service we received.

Upon arrival, the seating arrangements were disorganized, and there was clear miscommunication among the staff. Our assigned server, Otto, appeared anxious and rushed, which I initially overlooked, assuming it was a busy time. However, the situation worsened when I made a simple request for the staff to wish my daughter a happy birthday which was requested when reservations were booked the day before.

Instead of a warm acknowledgment or celebration, Otto returned to our table with a small cup of whipped cream and a small birthday sign. When I asked whether the staff sings “Happy Birthday,” he responded dismissively, stating, “I’m not a very great singer, but I can wish you the best if you ever open up a business,” followed by an irrelevant speech. I was uncomfortable and disappointed by the lack of effort shown, especially given that Serendipity is known for its hospitality and festive environment.

A few minutes later, another server at a nearby table made a loud announcement for another guest’s birthday asking everyone in the restaurant to join in singing and celebrating. Naturally, I was stunned to see that my daughter’s birthday was disregarded, while another guest (a white teenage girl) received a full public celebration. When I asked Otto why the other guest was treated differently, his tone turned sarcastic and dismissive, saying, “I don’t know, I’m not at that table.” When I told him his response was inappropriate, he continued to be passive-aggressive, replying, “She got a happy birthday sign with whipped cream.”

Feeling frustrated and humiliated, I had to raise my own voice to lead the room in singing happy birthday to my daughter something that should have been handled with care by the staff. I then requested to speak with a manager. Eduardo, the manager on duty, apologized and explained that “every waiter is different” and offered a small discount on the bill. While I appreciated the gesture, the issue goes far beyond the bill amount.

The lack of consistency, professionalism, and empathy particularly when it appeared that another guest received special treatment left me deeply hurt. As a mother celebrating her child’s 3rd birthday, I felt dismissed, unwelcome, and disrespected. My daughter’s first real birthday experience at your establishment should have been memorable for the right reasons, not marked by exclusion and...

They say you never get a second chance to make a first impression, and at Serendipity Times Square, Ms. Mondisa ensures you'll never need one. Our magical experience began before we even stepped through the doors, right there on the bustling sidewalks of Times Square. As a former New Yorker visiting friends who recently moved from the West Coast to Brooklyn, I wanted to share my exceptional experience at Serendipity. What started as a plan to visit the original Upper East Side location turned into an unforgettable afternoon at their newer Times Square establishment. Outstanding Staff Ms.(Ashley?) Mondisa - Host Extraordinaire Greeted us with a warm, infectious smile and incredible energy Turned a potentially frustrating moment with loud street music into an impromptu dance party Handled the challenging Times Square environment with grace and professionalism Created an immediately welcoming atmosphere that set the perfect tone for our visit

Additional Staff Highlights Jose (Server): Provided exceptional service and made us feel like regulars Allen: Went above and beyond for my son's belated 13th birthday celebration Created a memorably embarrassing moment (in the best way!) with enthusiastic singing and celebration Brought incredible energy and joy to the experience Jim (General Manager): Took time to genuinely listen to feedback despite the busy atmosphere Showed sincere appreciation for his staff Demonstrated excellent leadership qualities

Overall Experience The food was excellent Beautiful atmosphere Perfect for families and special occasions Successfully navigated the challenges of Times Square location Created lasting memories for both locals and visitors

Final Thoughts In today's climate, it's refreshing to encounter such genuine warmth and exceptional service. The Serendipity Times Square team, led by Ms. Mondisa's initial welcome, created an experience that went beyond just dining. From turning street disruptions into memorable moments to making a teenager's belated celebration special, every staff member contributed to making this visit extraordinary.

This location proves that with the right team, even a new establishment can provide the warmth and charm of a longtime neighborhood favorite. Special thanks to Ms. Mondisa, Allen, Jose, and Jim for making our afternoon truly...

I’ve provided the same feedback they requested via email. I booked this place to celebrate my daughter’s 7th birthday. I made them aware it was her birthday when booking and not once was it mentioned. She dressed up for the occasion and I thought they would at least wish her a happy birthday. We walked up to 2 hosts, one was smiley and welcoming and the other was just miserable and looked like they would rather be elsewhere. We were told our table wasn’t ready and to wait. When we were taken over we were shown to a high chair table even though they could quite clearly see my mother is disabled, she walks with a crutch and a brace. When I asked to be seated at a lower to table the person huffed and pointed to a table at the back and said “that’s all we have” we took it as my mother would not have been able to sit at the high table.

The only saving grace of the evening was our waiter and the person who brought our food over, they had personality, was welcoming and friendly. If it wasn’t for them we simply would have walked out.

The photographer must have been having a bad day because they were utterly miserable, I didn’t purchase pictures purely based on their attitude. A smile and friendly demeanour goes a very long way, especially when you’re trying to sell things to people.

The food was nice but I’m guessing due to the location, it was heavily over priced for the portion sizes, it’s around $15 just for chilli fries.

I’ve worked in customer service my entire life, worked in hospitality and I know it can be a very draining job but you in no way make that the customers problem. I have been to NYC many times before and never felt so unwelcome. Also, to use the restroom you have to ask the host for a pass, exit the restaurant and turn into the hotel and use their facilities which has 2 cubicles that don’t close properly and have holes in the door so you could see in… very strange.

To add, my daughter is neurodivergent and this place was quite over stimulating for her, the music is very loud and it’s very busy so I wouldn’t suggest if your child gets over stimulated.

It probably doesn’t matter to this company but I will never return to this establishment based on...