What could have been a disastrous Valentine’s Day dinner was ultimately saved by the incredible Sales Manager, Natalia Cotto.

We made our reservations through OpenTable and were warmly greeted upon arrival. Natalia welcomed us with a smile, quickly checked us in, and handed my spouse a rose in honor of the occasion—a thoughtful touch that set the tone for the evening. Once seated, our server efficiently explained the restaurant’s setup, including the salad bar and drink menu, making sure we felt comfortable before we got started.

The salad bar was well-stocked with a good variety of options, and despite the restaurant being packed for the holiday, service was impressively quick. Our drinks arrived promptly—I ordered the Sakherina (which was a perfect 10/10), while my spouse enjoyed a refreshing mocktail. The meats followed shortly after, and everything was going smoothly—until we were served the pork sausage.

The issue arose when I bit into a hard piece of bone or cartilage, something that could have easily cracked a tooth. Concerned, I immediately flagged down a server and requested to speak with a manager. When the manager arrived, I calmly explained the situation and showed him the piece I had bitten into. His response? A dismissive, “There is no bone in a pork sausage.”

Excuse me? Was he implying I had imagined it? The evidence was right there on my plate. While he did apologize and offer to clean it up, his tone and reaction left a bad taste in my mouth—both literally and figuratively. At that moment, I was ready to leave a scathing review and never return.

Thankfully, Natalia soon stepped in. Having been made aware of the issue, she approached our table with genuine concern and professionalism. After listening to my experience, she didn’t make excuses or question what had happened. Instead, she immediately apologized and took action, offering to comp one of our meals as a gesture of goodwill. That simple act of understanding and accountability completely turned the night around.

Natalia not only handled the situation with grace, but she also demonstrated an awareness of how a negative experience like this could impact the restaurant’s reputation. She turned a frustrating moment into a reason for us to return.

Thanks to her, we left feeling valued as customers rather than dismissed. I truly hope the other managers take notes from Natalia—because she exemplifies what great customer service should look like.

Would I come back? Absolutely. And it’s all because of her.

Great job, Natalia!