BiCE Ristorante - Orlando — Restaurant in Orlando

Edit: attached is a photo of my response to GM, since I over exceeded characters to express myself.*

I had my first experience at this restaurant Sunday, February 18th. I was taking my girlfriend for valentines day dinner since I work 6 days a week and was unable to take her on the 14th. I had made reservations at 8:15pm. We were seated promptly with no delay. This is were things started to go downhill. There was a "manager" by the name of Francesco (for only 1 night since the head manager, Emilio was off) who had a terrible attitude, a terrible way of talking to people and overall a disrespectful personality. I had asked him a question about what wine would pair well with the osso buco. His response was to get the bottle of wine (barolo), which was $120. Now, it wasn't about the money, it was more so the question I asked that did not get answered(which was what wine pairs well with the cuisine). Seemed like he just wanted me to order 1 of the highest priced bottles instead of recommending a wine that will pair with my food. Instead I was insulted because when I asked for a glass of his recommendation he said that, that particular wine is only sold by the bottle. To which he then said i can get a differenct since i couldnt afford the bottle. Not only was I disrespected in front of my fiancé, but he also did not recommend me a different option from the question I had asked earlier. The night continued to be a nightmare because when I ordered my food the risotto was undercooked. He offered to make another risotto, but by this time it was already 9:55pm. Earlier In the night he refused to let me hold a menu because at 9:30pm kitchen was closed and I could not order any more food since they would be cleaning the kitchen. Now how would they open the kitchen up at 9:55 to remake the dish? I told him no thank you, because it was getting late. When I asked for the check. Francesco completely avoided our table, had other servers box our food and clean our table. After about 10 minutes of avoiding us he finally bring a check where he only took off $10. Keep in mind the osso buco is $60. He tried to say he did us a "favor". That was unacceptable. You expect me to pay $50 for a dish that only came with the meat? It's not my fault the food was not cooked. He then continued to tell me that he was the manager while standing over me and yelling in my face. I had asked him nicely to back up because quite frankly I'm much larger and younger then him and you don't come up to someone and talk to them like that. sir if it was anybody else that you talk to like that, you'd find yourself on the wrong end of the board. all in all the food is delicious but Francesco is a terrible service representative. He will embarrass in front of your lady. Blame you for not liking how the food is (since they cook it correctly) - undercooked, crunchy risotto. God forbid you try to reason with him he will yell at you and call security because he can't man up and take accountability for a mistake on their end. I hope you do not experience what I did tonight, but make sure if you decide to go here avoid Francesco at all cost. All in all the food was delicious, I understand mistakes happen. But yoy don't blame the customer because it wasn't cooked to my liking (that's what he said).. hope you have a better...

First let me say I had dined last year and loved it. We were looking forward to a family celebration. I was to be staying At Portofino Bay August 18-23. I called three weeks before to book. Concierge at Portofino took my information and said she would book two tables of 5 with notes to be together. (Also 2 birthdays) I got a message afterwards that I would need to give a credit card over the phone ?? ( I work for The Marriott corporation and we aren’t allowed ??) I called back to give it and was told “We never take credit card information over the phone, you’re good” I figured as a guest at the hotel spending 11 thousand dollars on my 2 club level rooms , I’m good?? I stop on the 22 when they opened at 5 (our reservation was for 6) to remind about the birthdays and need of a high chair. Well I was greeted by a very abrupt and frankly rude manager, (blue shirt, dark hair) who said “Yeah I see your reservation but you didn’t confirm, I’ll see what I can do?? I most certainly called back to confirm. I was very dismayed. I returned at 6 (to an almost empty restaurant) to find to my great delight that Paul our server had set us up all together in a private area. He was most pleasant and wonderful. Great service, especially to the kids, also with recommendations. Food was excellent as last time. I stepped out towards the end to mention the birthdays , he was not advised (AGAIN- THE MANAGER who I told an hour earlier) he quickly responded with two birthday desserts and saved the evening. Your manager almost ruined it. Food was well, would have been all 5 stars if not for the manager. I will definitely return but call the restaurant directly. I dined 6 pm on Tuesday August 22. It was a probably the largest check of the evening as there were only about 3/4 small groups dining when we left. Someone should mention his unprofessional attitude. He made me feel most unwelcome. He also never came by to say anything and I also passed him on my way to the ladies room where he didn’t even make eye contact and said nothing. Paul single handily saved our cherished event.⭐️⭐️⭐️⭐️⭐️ FOLLOW UP-Did you read the review ??? I did call back to confirm but was told you never take card information over the phone and I was “good” It may be your policy, but that’s what I was told. It still doesn’t excuse rude and disrespectful behavior. You are now taking away from an experience I ended up enjoying. I did say that. But your response was unsatisfactory. I work for A large resort on Hilton Head Island in guest service and would never have handled things this way. Don’t blame your supposedly valued guests if they were told all was good by Portofino Concierge weeks prior. As well the restaurant was almost empty even upon our exit. Do you want...

My girlfriend and I came in after the gentleman whom had given this restaurant a 1-Star review last night - which, in all fairness and honesty, is remarkably inaccurate.

We were late for our 6:45pm reservation, so we called ahead and they made proper accommodations to see us once we arrived. We were immediately seated at a central table, which amplified the ambiance. We found so much joy in hearing the crisp melodies played on their live piano.

Edwin, our waiter, introduced himself pleasantly and remarked on his experience working at BICE. Nearly 16 years of quality service, and it showed. We asked for his suggestions and preferences in meals - we were both blown away by the depth of his knowledge, accommodating character, and expert suggestions.

During service, Edwin was in top form. Together, the three of us built an amazing dinner with his expertise:

I enjoyed an Inobili veneto merlot which paired incredibly with each part of our meal.

We decided to take one of Edwin’s suggestions to share meals, which only made the experience more fun!

App - Bruschetta con Pomodoro, aglio, basilico e origano Pasta - Cappellaccio al brasato di manzo con salsa cremosa ai funghi Pasta - Mezzelune alle melanzane con salsa di pomodorini, basilico e mozzarella fresca Main - Ossobuco di Vitello con Risotto alla Milanese Dessert - Gelati Cioccolato e Fragola

During dinner we also received remarkable, attentive service from Alan who brought our meals to us and Jay who took care of our finished plates and brought us more fresh bread.

Prior to dessert, we were visited by the General Manager, Emilio. Gracious, attentive to detail, and passionate - you could easily see why this restaurant is one of nigh-unmatched quality in my experience. Unbeknownst to him, I had kept my eye on everyone’s behavior and demeanor with other guests, and it was nothing short of extraordinary. He is a true leader who works diligently with his staff, going above and beyond his duties.

My girlfriend and I had an incredible night, with dinner at BICE Portofino Orlando being such a satisfying highlight.

I suggest you find time to visit BICE to form your own opinion, which will undoubtedly want you coming...