La Penúltima — Restaurant in San Juan

“An Experience to Forget”

From the beginning, my visit to La Penúltima bar was marked by a series of failures in the service and the attention I received from their part. Upon our arrival, we encountered an unjustified delay before being greeted, followed by an initial interaction with a waitress named Lluvia that left much to be desired, both in terms of courtesy and professionalism. When requesting more time to decide on our order, the response was a disapproving look, foreshadowing the quality of service that was to come.

The situation worsened when expressing my dissatisfaction with a drink that clearly did not meet my expectations. The refusal to offer an alternative or the possibility of a refund, accompanied by an insistence on charging for a product not consumed, reflects a lack of basic understanding about customer satisfaction management. The attitude of the waitress, far from being conciliatory, was defiant and uncooperative, culminating in an interaction where she refused to facilitate direct dialogue with management to resolve the matter fairly.

The incident escalated to a point where I was threatened with security intervention if I chose not to pay for the unconsumed service, a practice that I consider completely unacceptable. Finally, an additional 10-minute wait to be given the purchase receipt, the confrontational manner in which this receipt delivery was handled for the product not consumed, followed by the requirement to leave the establishment, only served to cement my perception of a deeply negative experience.

Conclusion: The visit to La Penúltima bar was an unfortunate experience, marked by poor customer service and inadequate conflict management. The lack of empathy, flexibility, and professionalism of the staff not only negatively affected my experience but has also influenced my decision not to recommend this establishment. It is imperative that any business in the hospitality sector understands the importance of treating its customers with respect and seeking fair solutions to inconveniences to ensure a...

Title: Disappointing Experience at La Penúltima Bar

During my recent visit to La Penúltima Bar, I encountered an issue with a cocktail I ordered. Unfortunately, the drink did not meet my expectations in terms of taste, and upon trying it, I found it to be unpleasant. I politely requested if it could be replaced, explaining that the cocktail was not to my liking. However, the response from the server that her name is Lluvia was unexpected. She informed me that a replacement or refund was not possible and insisted that I would still need to pay for the drink.

Further, when I sought to discuss my concerns with a manager, hoping for a more understanding approach, my request was denied. This lack of flexibility and refusal to address a customer’s dissatisfaction was disappointing. An essential aspect of hospitality is ensuring that patrons feel heard and valued, especially when expressing concerns about their experience.

The situation escalated when I expressed my intention to report this incident due to the server’s rudeness. In response, she demanded that I leave the establishment immediately and vocally expressed that she hoped I would never return. This level of hostility towards a customer expressing a concern is disheartening and not indicative of the standard of hospitality expected in such establishments.

I believe feedback is crucial for improvement and hope that La Penúltima Bar will consider a more accommodating approach to customer service in the future. It’s important for a business to understand that customer satisfaction plays a significant role in its success and reputation.

Lluvia I think that you need to learns some manners and good service and also how to come with solutions with this kind...

We stopped by Penúltima around 5pm on a Thursday and the place itself was cool. The layout is great, very open and unpretentious, and the extensive menu with a solid spirit selection definitely stood out. The open kitchen concept is a nice touch too.

We kept it simple with a couple Medalla beers, one cocktail, and a crème brûlée. The beer was canned (expected at $2.50). The cocktail was a mezcal Paloma riff. It wasn’t bad, but I would have elevated it with some carbonation and a better presentation like a long cube or pebbled ice with a dried citrus garnish. The star of the night was the crème brûlée. It was delicious: light, airy, creamy, rich, and decadent.

Where things went wrong was the service. The bartender didn’t make us feel welcome at all. He seemed annoyed, ignored us when we tried to order more (which is just lost money for the bar), and it took forever to get the check. You can have great food and drinks, but if the hospitality isn’t there, people won’t want to come back.

Overall, Penúltima has potential. I’d return to try the smash burger (which looked popular) and maybe more cocktails, but hopefully next time with better trained staff who understand service makes...