Water’s Edge — Restaurant in Río Grande

We brought our family for breakfast on our week-long visit to the area. Given the lack of availability we were unable to stay on property. However, as Hyatt colleagues (employees) we expected we’d be given the same courtesy and discount as every other Hyatt we’ve stayed at worldwide. And so we informed our server that we were colleagues and she told us that she would fetch her manager. Now, as a franchise they were apparently not beholden to the rules and policies of every one of those other locations. The “service” we received was slow and mediocre at best. Our server was hard to find, flippant and dismissive, we had to get half our place settings elsewhere and our youngest didn’t even receive his beverage. Nor did she fetch the manager until the end of the meal when we had to ask again. The food offerings were lovely in thought, but the quality was terrible save two or three singular items. We were charged a “service fee” (automatic gratuity) on the bill, which we refused to pay. The food was offensively overpriced to boot! $25/person for stale, lukewarm, bland and underseasoned food?? Having our own company we recognize that our customers are our first priority and should be accommodated when we come up short. I understand the manager of this restaurant has obligations to fulfill, but I would expect her to have understanding and sensitivity for her guests and the authority to adjust as needed for extremely upset clientele at the very least. Where is the customer service?? ..the hospitality?? Are hotels and restaurants not the largest components of the hospitality industry anymore? Needless to say we will not be back. I am disappointed to say the least. My husband was outraged. I recommend you do your research before...

Love the Hyatt resort! But this restaurant overcharges and makes up prices. First time we went we didn’t know about the buffet so we ordered and it took over an hour to get our food and they way overcharged us and we didn’t catch it till we looked up the prices .The 2nd time we did the buffet which was fine but they charged my 3 year old (under 5 is free) even though we mentioned it a couple times and luckily my husband caught all the mistakes. The last time when I called it out they took my 3 yr old off the bill, but then charged my other child more to make up for it. There is a 16% tip built in so the more money they make off the food the higher they tip…ridiculous because if they didn’t try to get us I would’ve tipped them more anyway, but I didn’t add additional….If your wondering why we went back 3x it’s because it’s a resort and 1 restaurant really wanted to go to was closed and the other two take reservations and this is the only place that has kids food. However , I’m not going here again, and if we come back to this resort we’ll drive out to...

Tonight’s family dinner was a disappointment. Our server was not pleasant and would disappear for extended periods of time. She was on her cell phone and fixing her hair in the dining room which is not professional by any means. As a chef by profession, the food was average at best . Let’s just say this restaurant should stick to authentic Puerto Rican food not Italian. The brunch however is EXCELLENT. The Chicken Marsala was like soup(sauce was too loose)over pasta. The fettuccine Alfredo was very bland. The lasagna in my opinion had way too much cheese. The “brick” of polenta with the salmon should be replaced with risotto. The broccolini was very under cooked and tough to cut. Our bill for 4 people with the automatically added 16% tip was $176.00 for Italian food. I do not mind paying a higher price for food if it’s properly executed. In summary, the chef and FOH manager need to make necessary adjustments to properly execute authentic Italian cuisine and better service if charging these high...