carrabbas.com

Poor service

Flying from Washington to London and dropped in to Carrabba's for a welcome bite to eat after a long day. Couldn't sit outside or near the windows as those sections were closed, seemingly so the staff could eat there while rolling cutlery in napkins. Ordered drinks, appetiser, two pizzas and a side. 35 minutes later we spent time attracting our server's attention and ordered a second round of drinks. When these came, I asked about the appetiser and was told the kitchen had prepared it at the same time as the pizzas for some reason; I let the server know that I would rather not have it in this case as my understanding is that appetisers are to whet the appetite for entrees. The server accepted this and brought the pizzas but not the side dish we had ordered; the pizzas were both less than lukewarm and the server did offer to replace them in a dismissive fashion but, by this time, we had lost all confidence in the brand as a viable catering business and asked for a bill for our drinks so that we could end the charade presenting itself as hospitality. I was unable to pay my bill until the server freed herself from one of the few other clients on the premises and I was given a check and a pen to sign it without a word of explanation or apology, I didn't see my server again as she made off at speed before I could explain how disappointing the whole episode had been. We left (but paid for) most of our second round of drinks as we couldn't face being in the restaurant any longer than we had to be. Appalling incident, I wish I had never visited. The bill invites feedback, which I duly sent, but there was no response; my guess is that they think airport customers never return so they don't make any effort to impress.

Date of experience: May 26, 2022