Worst Experience for $$$ Paid and Worst Service - Mastro's Ocean Club Malibu - Buy Reservations
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🤮 1/5 - Worst Experience for $$$ Paid and Worst Service
By 👻 @Sophia M, 05/18/2023 3:00 am
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After many options I decided on Mastro's for my husbands 50th Birthday. Biggest mistake. Hostess area was chaotic and they are too busy chatting and being rude to customers to be efficient. Waitress was rude and inattentive. We were seated in a loud uncontrolled section. People literally leaned against the glass partition while we tried to eat. No manager ever went around to guests. The waitress never addressed my husbands birthday or made any attempt to acknowledge it. A guest knocked into the waitress who (for the second time that day according to her) caused her to lose control of tray with drinks. These drinks spilled into my seat (booth) and all over myself and glass broken at my feet with small scratch. I HAD to address the waitress if I could get some napkins to dry my seat, remove the ice all over, and dry my dress. Her response without even looking back at me " Oh I took the majority of the wine you are fine". Never helped or offered to reseat us and nor replace our food that was affected. She never came to refill drinks or offer anything more. I asked 4 times if my husbands birthday would be addressed and ignored. Our food was packed up with no acknowledgment and finally I asked again in front of my husband if I could order a crème brulee to share with him for his 50th birthday we were celebrating. She brought it out and stated she added a slice of cheesecake for his birthday for him ( I was charged for this!). I have been unable to reach out to speak to management as the hostess blocks this request. She states he is busy and if she can take a message. I ask to leave number for call back and ask his name and she responds "______ will reach out to you" (not manager and not male). This is absolutely the worst experience and worst service and absolutely no way to get to speak to a manager in regards to their service. The food was delicious but the experience ruined our night and my husbands special 50th birthday celebration :(
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