My husband and I came to the deep end to watch the Caribbean show on Friday July 23rd it was absolutely amazing and our waitress was outstanding the food was excellent and quick to come out of the kitchen, so when we were leaving we reserved for the next Friday July 29 at 645 for 13 people as a lot of our family was here to visit, the family was leaving the next morning so we thought this would be a great last dinner and show for them. We arrived 15 mins early our tables were ready and we were seated. Granted there may be 5 or 6 other tables already seated when we arrived. We sat there until 8pm before the waitress came over and asked if we wanted drinks. Over an hour, we watched her seat other tables get there drinks and even took there orders and deliver there food. One table even got desert and they were after us. When she finally came to ask about our drinks we ordered the food. My husband asked for a high noon and she asked what it was and stated they didn’t have those, when he told her we were there last week and ordered one he asked if they were out and she asked what flavor, At 845 one of our tables received there food. We assumed the other table would be shortly behind as they ordered directly after us. As the show now ended our family that had been seated since 645 still had no food. My husband and I went to the bar to inquire as our waitress was no where to be seen. The bartender said your food is coming, we asked to see the manager and was again told food is coming. The waitress finally came over and I very politely asked her if she could find out where the food was, she stated the kitchen is backed up we are short staffed, I stated I understand everyone is short staff but they have been waiting for over 2 hrs the show is over and everyone is leaving this is not acceptable and we are very disappointed as we were here last week and the service and food were both outstanding. She offered no apology and stated she would go get the bills for our family that was at another table that ate and was ready to leave, when we inquired about canceling the orders she stated the food was done and they are bringing it out next.. At this point my husband walked part of the family out and while he was walking out he found another employee and asked if he could find out how much longer for the food. The other employee explained that our waitress wrote one tables order on one side of the ticket and another table on the back side of the ticket so the kitchen never even seen the order. Our waitress never followed up on the order, my husband asked the helpful employee who was in charge and sure enough he pointed to our waitress and said she was the manager. The food finally came out after almost everyone was gone and after the show. We never received a apology however the waitress/manager stated she would comp our drinks. Which we only received one round from her and the rest of the time we had to pay at the bar and get our own drinks. I am stunned that as a manager she did not follow up or offer an apology. We had loved our experience the week before and even know the gratuity is already included in our bills we leave generous cash tips, we will be never returning or recommending the deep end. Never in my life have we had this bad of service and lack of empathy. I felt terrible for our family and the negative experience they had on there last dinner on this...
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