Juana's Pagodas & Sailors' Grill — Restaurant in Santa Rosa Island

I wanted to give this establishment not even 1 star. I am an Atlanta GA native. I came down to visit my little sister who is stationed at NAS in Pensacola as a Blue Angel. A friend and I wanted to go to the beach so we drove 45 minutes and found this restaurant. At first site the ambiance looked great, customer service on the other hand was deplorable. As we approached the restaurant we walked up to the tiki bar on the deck. The bartender was polite and gave us instructions. Which one instruction was to order our food at the restaurant down the stairs because they weren’t serving any food yet due to it being around 11:00am in the morning. As we headed down to the restaurant. It was a total nightmare. We walked into the restaurant looking for the host(which the bartender did not instruct where the host stand would be located) we were not assisted until we were walking aimlessly around. In which a young man leaning on the side tells us the host stand is in the front. Mind you, as he was telling us that, a young waitress is approaching him while looking as if why are you speaking to them. She could of guided us, due to the lack of customers in the restaurant. As we approached I guess the host area. Again, not greeted nor acknowledge. There were 3 employees 2 females and a male. To 1 elderly couple. Who were about done with their transaction. As we stand at the counter, we are still not acknowledge. No, ma’am we’ll be right with you-NOTHING. I mention to my friend how it’s horrible no one has even noticed us. And at that point the young lady over heard and asks “what do you want”. So I explain to her how the bartender told us to come down here to order food. We got the menu from the QR code. She then states they had a limited menu and for us to look at the 2 sheets of paper taped on the counter. As we look, the vibe and energy was horrible, and my friend and I knew the staff did not want us there. And that’s my perception. So we left and ate else where. I am a District Manager for a big box retail as well as having GM experience for over 10 years. So I know the in’s and outs and this place had multiple opportunities to save the day. Which they extremely failed. Not only that. I am African American, and I felt it was racially motivated. I do not say that lightly or try to label and establishment that way. I know when there is lack of training versus lack of upbringing. I will not recommend this place to anyone I know. I’ve already spread the word to a few individuals on base when I visited, to not eat or support this business. As well as letting everyone I know in Atlanta and abroad to not support. Work on and train your staff, to know that personal feelings need to be left at the door, before...

My wife and I are out with our 3-year-old. We Arrived at 6pm was told the wait would be 40 minutes to an hour. We said no problem. I gave my phone number for them to text me when our seats were available. After receiving the text there was a link so I could pre-order our food (which we did ) so we would not have to wait for our food after we were seated at the table. At 6:45 I got the text saying that our table was ready. From then on it was a mess. Our waitress seemed like she was trying her best but not hitting the mark. We waited 10 minutes for water and over 35 minutes for two drinks from the bar. Unsolicited the server said that she was going to get the manager to come talk to us. SHE DID NOT COME OVER TO TALK TO US. We also had two teens back at the house we also needed to feed. At 7:00 I ordered a pizza from upstairs and it was ready for pickup at 7:27. I asked the waitress if I could add an order of shrimp and was told that would be an extra hour on top of how long we were already waiting. So while still waiting for the food I left my wife there and went to my car and drove down the street to windjammers. I waited in the line at the bar. Ordered shrimp and fries and waited at the bar and somehow (proper business practices )received the shrimp and fries in a timely manner. I drove back over to my wife and 3-year-old who had just received the food. My wife told me while I was gone she basically had to beg to get some French fries for my three year old to eat. And that EVERY TABLE that came in after we were seated was served before us. Some finished their meals had the table cleaned and new guests seated. As soon as the plates touched the table it went into to-go boxes. It's now 8:30 and we are over it. As the manager was walking by I asked to speak with her outside so our conversation wouldn't interfere with the other diners. I explained everything that happened during our visit and showed her the text messages from the restaurant. They made it seem like it was our fault for using the pre-order link that they sent to me. At first she offered us dessert. I quickly declined that offer as we were ready to leave and I was not going to wait one more minute in that restaurant. The second offer was to take 25% off of the bill. I just wanted to get out of there so I could get the two kids back at the house some food. So I said fine whatever we want to go. So we got cold food and a $60 bill. Upon arriving home and trying to reheat the food it wasn't edible. So it ALL ended up in the TRASH . That is except for my daughter's shrimp and fries from Windjammers. This was definitely by far the WORST dining experience me and my family has EVER...

Telling this story with hope "another manager or owner will read this" to train up one waitress and a manager and other patrons beware with children eating in the inside restaurant. First server Alayna outside and food wonderful. AFTER that all DOWNHILL. We went inside to sit in air conditioning and order more cool beverages and dessert. My youngest daughter and son in law preceded us to bottle feed infant. We also had two seniors that needed to come inside from the heat. Thin server inside with black hair and tattoos looked at my daughter, rolled her eyes and sighed walking by the table. Did not ask them if they wanted anything to drink. When I went inside with wife and other four members of our group, my daughter was in tears as the server made my daughter feel like inconvenience sitting at ONE of SEVEN empty tables. Manager arrived and asked what she could do? We advised we were happy as we were being ignored after spending $200 outside of which $45 of that was a tip. The afternoon Manager looked at our entire table and sarcastically said that she thought we all came in for diaper change and feeding. Mind you there was no diaper changed and baby was quietly feeding from bottle. We "very politely" told her no, we were being ignored and she said "well dinner was over for us as we had eaten outside." We asked why other waitress was rude and there was no inside service in the restaurant. Without apologizing for my daughter crying over behavior of server, the manager accused us of fault said for not seeing front hostess before reseating in ONE of SEVEN empty tables out of NINE. Regardless, we were about to order when my older daughter saw earlier said waitress with black hair and bad attitude walk by, look at table and roll her eyes again as walking by. We were not rowdy or rude. The manager then said her waitresses were all confused as who to serve us. In addition, she told us and the outside server who must have been scared of her said she told us to see hostess which she did not do. We were going to order refreshments and desert, tip a waiter/waitress as we did outside, but got up and left as this manager did not have the social graces, communication skills or customer service skills to be afforded any additional business from us. FYI: The take out at Juana's two nights before gave us wrong pizza in the...