The Castello Plan — Restaurant in New York

We came here on mother's day because we happened to be in the area. The menu seemed great and the restaurant had a good amount of people, good reviews online, so we figured we would try it. I came in to ask if there's space for five, two adults and three kids. I was told no, not for five, unless we wanted to sit at the long tall tables. I said that we can't sit there with young kids, they said that's all they have for five people. I looked around and found it odd that that is the only seating that they have available. There were two tables side by the door, two tables side by side outside, and then a few tables that looked empty outdoors towards the back of the restaurant. My wife then went to ask again and they said fine, we can sit outside. We tried to do that...but it got cold and windy before we even had a chance to order anything...or really have anyone come up to us. I then asked if we can take the tables indoors. There were now two other empty tables that opened up...so I figured let me go ask. I was immediately told no! I asked why not, it's the exact same amount of space as outdoors. They said that its because we had a stroller, unless I fold it. I said of course I could fold it! There was a woman and a child sitting there and overheard the conversation, she said that they're about to leave and that would give us even more space. The restaurant staff said ok, they will clean off the tables. We waited outside...for a while, nothing was happening. I asked the male waiter, he then said no, we have no space indoors, only outdoors and walked away. So I went inside and asked again, how come we are only being permitted to sit outdoors at two small tables when now they have 3 tables open side by side, if space is a concern. They said "we're short staffed." I understand if staff are frustrated when they are short staffed or whatever, but it really feels like we were being discriminated by the staff for coming with kids. And they were not even misbehaving or anything. It was completely ridiculous. And on mother's...

I had visited this restaurant and had a great experience. So, I returned several times. On my last visit, as I will never he returning to this establishment, I had the worst experience. I dined solo and sat at the bar. I ordered a burger with fries and a cocktail. After about 45 minutes I asked for a box for my leftover, as I had only eaten half of burger, and for the check. The manager herself handed me the box and the bartender handed me the check. I paid and asked where the bathroom was and proceeded to the restroom before leaving. When I exited the bathroom, I waived by to the bartender, who said have a good one, as I was walking about. As soon as I exited I realized I had left my to go box, I immediately turned around and went back in --presuming, I had left it in the restroom. The waitress said someone was in there, and I told her I think I left my box in there. I stood by the door until they exited, in the view of the manager and bartender. The occupant came out and low and behold the box was not in there, so I look back at the bar where I was sitting and there is nothing there either. I ask the bartender, and this guy plays like he has no clue what I am talking about. Then he says oh, I probably got thrown out, we didn't know where you were, I said dude, I was literally in the bathroom. Then he tries to say oh well you had left. I was gone no more than a minute. Guy acts like a complete jerk. No remorse, no sympathy, no care. I said okay well let me get my tip back, and he gets indignant. The Manager comes with a dry apology, saying the same thing, oh any food left gets tossed ...as if she is not the one who handed me the box to pack my food. Why would someone ask for a to go box of they wanted their food discarded? With the fake apology she starts getting upset and saying we will have to ask you to leave. At that point I asked to be refunded for my burger. She comes around physically from behind the bar as if to intimidate me. At this point I told them, I will be...

I’m never in a rush to write anything less than a stellar review, but the customer service during my first time dining here on 4/28 needed serious adjustments. I won’t be coming back.

Me and my dinner date walked into an empty establishment at a very odd hour, 4pm, so you can assume it would remain on the idle side for at least the next 2 hours. We asked to sit in a booth which seats 4 maximum at this empty establishment, and they said “no” it’s for large groups. Ok, I can understand that.

Ordered the steak frites and salmon with a side salad. Kindly asked the waiter if he could bring some ketchup for the fries when he has a chance. About 5 min go by, there are literally 4 diners inside the restaurant at 2 tables, and 2 waiters, and no ketchup.

So the second waiter comes by to check on us. I realize I could use salt and ask her if she could please bring some by, so she does! Almost immediately. At that point I got tired of waiting so I just told her, “hey, so I asked the other waiter if they could bring ketchup to the table, sorry but could I ask you to bring some please?”

She brings it by seconds later, and my dinner date looked over my shoulder and says that the first waiter was giving me a sort of death glare. He was too busy chatting with the other party to care about our table. Which is fine, but he should have apologized to me, not been such a baby.

I have to defend the second waitress, she was nice and attentive and picked up the other guys slack, but I just didn’t feel very welcomed here. I wonder what caused the poor service???

The food also desperately needed seasoning. I NEVER ask for salt lol, that’s really saying something.

Wouldn’t...