Katy Trail Ice House Outpost — Restaurant in Plano

Very disappointed with the service and management of the Dallas location. Not recommend as a good spot for a large group. And highly recommend their leadership team implement much-needed customer service training for all team members working yesterday, including the management.

Why?

After a fun wedding weekend in the city, we decided to walk to the Ice House from our hotel to have lunch and say goodbye to our family and friends before they headed home.

Initially, my son, his girlfriend, and I sat at a table, not knowing the others had arrived and were seated on the other side of the restaurant. Due to their tables being complete and the threat of rain, we moved to another spot to allow room for two more who were joining us, after asking permission from the hostess. I closed out our initial check as requested. The server took a new food and drink order. One drink arrived, I later found out the other part of the order was never entered, and after 15 minutes, feeling as if we were invisible, the 20% plus tip on the first check was revised, and we decided to leave.

As we were saying goodbye standing by the tables of our friends and family, three staff members, I'm assuming bouncers, came over, and one of them poked my boyfriend and told him he needed to leave. Needless to say, we were stunned, not realizing a revised tip due to poor service was a reason to be rudely asked to leave a restaurant. However, that apparently got the server's attention.

This all happened so quickly without explanation or any management in sight. As requested, we left, we were leaving anyway, but the poor service continued after our departure. Servers rudely asked people not to leave their picnic tables and converse with others because it was confusing for the waitstaff. Eventually, resulting in all the guests af our party leaving, basically ruining what could have been a fun afternoon of goodbyes with good friends, good food, and good drinks. This casual restaurant choice disappointed me, a first-time customer who had already discussed a return visit next weekend with our...

This review is more of a complaint. Last night our group of 8 went in, and unfortunately, the experience was really disappointing. From the start, our waitress ( RACHEL GARCIA) was rude. I understand it was late and maybe she was ready to go home, but the way she treated us felt unnecessary. She would drop our drinks on the table instead of setting them down, and it took a long time for her to bring them out—even though the restaurant only had a few tables occupied.

We asked to speak with the manager to see if someone else could serve us, but she was the only server on the floor. The manager suggested we sit closer to the bar and get our own drinks, which already felt strange. After he spoke with her, her attitude did improve a bit.

But then one person from our group asked for their check, and she went ahead and printed everyone’s checks, which was odd since we were planning to stay and keep ordering. She told us she couldn’t serve us anymore because we were “too loud.” Honestly, we didn’t feel like we were being disruptive at all, especially compared to other groups—like the people playing golf on the simulator, who were definitely louder.

The manager then came over and said the waitress didn’t feel comfortable continuing to serve us. We asked what time the bar closed, and he said 2am. We tried to order food, but no one ever told us the kitchen had already closed.

What made things worse was that gratuity was automatically added to the bill. We completely understand that for a party of 8, but after such poor service, it felt unfair. We refused to pay the gratuity, but the manager insisted it was “company policy.” We told him we wouldn’t pay the check at all if they forced it. After that, the waitress became even ruder, and the whole situation was very uncomfortable.

We actually love Katy Trail and usually enjoy going there after work, but this was a really bad experience and not the way customers...

Exeptional Servive and Atmoshpere at Katy Trail Plano

I go the Dallas location sometimes, but my experience at the PLANO location has always been my FAVORITE to go to because of their staff!!!

I recently had the pleasure of visiting Katy Trail Ice House Outpost and was thoroughly impressed by the outstanding service provided by Rachel and her coworkers. From the moment I walked in, I was greeted with warm smiles and a genuine eagerness to make my experience memorable. Rachel and her fellow team mates demonstrated impeccable professionalism and attentiveness throughout my visit. They were knowledgeable about the menu offerings, providing excellent recommendations and ensuring that every detail of my order was perfect. Their friendliness truly enhanced the overall dining experience. Not only was the service exceptional, but the atmosphere at Katy Trail Ice House Outpost was inviting and lively. The outdoor seating area is super cool compared to any restaurant in the metro area... offering a relaxed setting to enjoy delicious food and drinks. Rachel and her coworkers maintained a vibrant energy that added to the overall enjoyment of the evening. I left Katy Trail Ice House Outpost feeling thoroughly satisfied and eager to return. Rachel and her coworkers are a testament to the high standards of customer service at this establishment. I highly recommend visiting this location and experiencing the exceptional service firsthand. Thank you, Rachel and EVERYONE at Katy Trail Plano, for a fantastic dining experience...