After reading some of the other reviews on poor service, I - Il Poggio - Buy Reservations
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๐คฎ 1/5 - After reading some of the other reviews on poor service, I
By ๐ป @M. K., 01/24/2023 3:00 am
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After reading some of the other reviews on poor service, I have a better understanding of how we were treated this week at Il Poggio. My family has been going to Il Poggio for many, many years. In some ways, I am always a bit surprised that the restaurant still exists. In all of the years we have been visitors to Snowmass and patrons of Il Poggio, I have never really felt welcomed. But--the family likes this place so I keep going along with them. But after our most recent experience this week, I think we may be cutting this restaurant from our list of places to visit in Snowmass. Our group placed our orders, and 6 of 7 meals were served correctly. The 7th order was supposed to be the duck medallions, but instead, a pork chop was served to someone with a strong pork allergy. We let the female server who delivered the plate know that the order was wrong and the allergy issue, and she said she would get his order corrected and took the pork chop away.Our group that had been served had all nearly finished their meals, and still no entree was brought out to replace the wrongfully served and removed pork chop entree. We called our server over to let her know what happened, and all she could say was that they were really busy. Understood--the restaurant was busy. No "sorry" or apology for the mis-step.Thinking that the server didn't understand what had occurred, our family member who was still without a dinner again let the server (Lori?) know that he had not received his meal and now that everyone else was done eating, there was no reason for us to all wait longer and that she should remove the unserved entree from our bill.Unfortunately, the two magic words that could make the situation better were never spoken to us by any of the Il Poggio staff. (Magic="I'm sorry."). Was it a lack of training? A lack or caring? Servers overworked? Did our family as guests in this restaurant not matter??All excuses, but why?We were kind and calm in conveying our dismay, but at no point did the server or other person who delivered the wrong entree ever say they were sorry or try to make it right.Ambiance? Not so good when you feel unwelcome and they staff is unapologetic, and at no point did a manager come to see what occurred. Was our server scared to tell her manager or the owner of our displeasure? Perhaps. But then, "I'm sorry" would have really helped.Food? With an evening that left us feeling sad vs. satisfied, that overshadowed the need to comment on the food.
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