Romano's Macaroni Grill

March 14,2023 at Romano’s Macaroni Grill located on Bronson Highway, Kissimmee, Florida.

Manager was rude when 20 people arrived. Two reservations if 10 people were made in advance. She wanted to deny us service. Eventually she accommodated us and we had just one server to care for the whole group. The restaurant was empty and it took a very long time to order, get drinks, food etc. she provided no help to this poor server that was completely overwhelmed.

When the bill arrived they divided it by families and I specifically asked if a gratuity was added to the bill as usually larger parties it is added in. I wax told no. In now reviewing my bill I noticed in fact a 20% gratuity was added for a total bill of $115.05. Since I was told a gratuity was not included I added $25 tip for a total bill of $140.05.

I called multiple times to call attention to the error and was told I was out of luck and nothing would be done. I also placed a dispute on the card transaction but that too was declined with a refer to merchant response.

I am on a fixed income and felt that the restaurant should have realized the error made and should have made this right snd refunded me the $25 back to my card. Essentially the server received a 35% tip.

I won’t visit any establishments associated with the parent company again. You lost a customer due to poor customer service and problem resolution.