Old Palafox — Restaurant in Pensacola

whew, this is a tough one... Typically, we don't have a situation where everything bad, but the only positive thing I can say is the restaurant itself is beautiful. I was going to go into the details of our service but after getting through the first issue realized it would be a novel and nobody has time for that so here's the cliff notes version: OUR server was inattentive, and seemed rushed but not busy. The table next to us got great speedy service (their servers name was Katy...FYI)... They arrived WELL after us (we were a party of 2 they were a party of 6) and promptly received their drinks and appetizers before we even ordered our drinks. I don't remember seeing long wait times for service on the menu....must of been a special...I wouldn't know because I heard the special from Katy when she was telling the table next to us... oh wait, our server did tell us the special AFTER we ordered. MY BAD. Appetizers: I ordered the fried green tomatoes. They were beer battered and the amount of grease they held was overwhelming. The pimento and bacon jam was good but I couldn't get past the excessive grease. I ate 1, left the other 2. My husband ordered the chargrilled oysters. I will say they tasted great! That's the cheese and butter that was in the shell... I could see the old lady from the Burger King commercial screaming "where's the oyster???" The oysters were TINY...I don't know if God himself made them that way or if they were so overcooked they shriveled up into nothing. The worst part was the "bread" served with them. They were about 1x2 inch blocks of bread like a huge crouton and it was hard as a rock! This could have been a fantastic dish. Entrees: Smash Burger nothing bad to say, nothing good to say. Just a burger.... I liked the fries because they were super greasy (yeah yeah, I get it, I bitched about greasy tomatoes) but fries are ok super greasy... My husband did not eat them. The fresh catch: Mahi. This plate was absolutely HORRIBLE.It was on a bed of corn, spinach and god knows what else but pretty sure it was all soaked in salt. the mahi was drenched in blackening seasons and had a creole sauce on it. The mahi was so incredibly spicy I could not et it. Server did ask me if I wanted something else and I declined because we had waited SOOOOO LONG and at that point, I was done! so we went to dinner and didn't eat the appetizers, didn't eat our meal, no discount, no apology, just a fat check. Our server did tell management I complained of the heat (we assume anyways) and he shrugged. I will also add, the table next to us when we came in was complaining and the wife was pretty upset. I put 2 and 2 together and realized they too were complaining about the spice...

The vibe was good. Nothing else. Avoid!

The experience here took longer than we expected, especially when they were so many empty tables. We were told the internet went down for a while, but we didn't know what that meant. It often took a long time for our server to come back to us. The server came back twice before bringing back our initial drink order. When an appetizer was delivered by another server, it was spilled onto the table. That other server picked up the food with bare hands and put it back on our plate, then walked away. 15 minutes later our server came back, and then acted appalled when I told her what happened. I was about to walk out, but as it was a Friday, I was afraid I wouldn't be able to get dinner elsewhere nearby, so I stayed. She said the manager would be notified and she took the plate back. The manager came, apologized for someone who was "new", and asked if we needed anything else. Our dinner order hadn't been taken yet (about an hour in), so he took that order. The next time our server was in the area, she asked if we were ready for dessert. We were shocked, and we told her we hadn't even had our dinner yet. She looked embarrassed and left. I did receive my appetizer, and it did not taste good anyway. .

The oysters Rockefeller were undercooked, and were not browned on the top at all. The rice balls were bland, and not worth the wait. The steak tasted fine, but tasted about the same as Chili's. Way overpriced for how it tasted.

A couple at the table on my right had the wrong orders brought to them three separate times. And they got the wrong bill in the end. The table to my left waited over half an hour for their bill. Our bill was also incorrect, but I paid it and left so I didn't make a scene. We had never met any of those couples before, but all of us noted we would not recommend or come back to this restaurant.

This was a Friday night, and the restaurant appeared to be operating under full capacity. Nothing was comped by the management, all we got was an apology on the spilled food, which they remade in charged us for after I said I didn't even want it anymore.

I have worked food service at a few different places. I am very forgiving for things like understaffing, and mistakes do get made, but it was a constant string of errors, mistakes, and poor customer service here.

My recommendation, FWIW, is to...

Exceptional Service – Alex K Made Our Dining Experience Unforgettable

I rarely write reviews, but after dining at Old Palafox and being served by Alex K, I felt compelled to share how exceptional the experience was. From the moment we were seated to the time we left, Alex went above and beyond to make our meal not just enjoyable, but truly memorable.

🍽️ Professional Yet Personable: Alex struck the perfect balance between professionalism and warmth. He greeted us with genuine enthusiasm and made us feel welcome right away. His knowledge of the menu was impressive – not only could he explain each dish in detail, but he also offered thoughtful suggestions based on our preferences. It was clear he wasn’t just going through the motions; he actually cared that we had a great meal.

📋 Attentiveness Without Being Overbearing: What stood out most was Alex’s timing and awareness. Our glasses were never empty, empty plates were cleared promptly, and he checked in just the right amount – never intrusive, always thoughtful. He even noticed we were celebrating a special occasion and surprised us with a small complimentary treat. That kind of attention to detail shows true hospitality.

🧠 Knowledge & Confidence: When we asked about wine pairings, Alex spoke with such confidence and clarity that we trusted his recommendation without hesitation – and it turned out to be perfect. He handled a food allergy in our party with complete professionalism, ensuring everything was safe without making a fuss.

🚀 Calm Under Pressure: The restaurant was busy, but you’d never know it by the way Alex handled our table. He was calm, composed, and made us feel like we were his only guests. That’s no easy feat when the place is packed and buzzing.

🌟 Final Impressions: It’s rare to find someone who clearly takes pride in what they do, but Alex K is one of those people. His energy, attention to detail, and genuine care for guests transformed a great meal into an outstanding experience. If you’re lucky enough to be served by him, you're in for top-tier service.

Bottom line: Alex K isn’t just a good waiter – he’s one of the best I’ve ever encountered. He elevates the entire dining experience and is a true asset to...