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🤮 1/5 - WORST 65th Anniversary Party EVER
By 👻 @Kelly U, 04/17/2024 3:00 am
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WORST EXPERIENCE EVER for my Parents 65th ANNIVERSARY and they could have cared less.. This was the letter sent to the general manager with NO respsonse. It WAS AWFUL. We had a party of 14. Thank you for sending the itemized receipt to me for our meal on January 7th. While I appreciate that you removed some of the overcharges, I have to say that I'm appalled that you still found it reasonable to charge us for my parent's meal. We explained to you on the first phone call that it had to be sent back to the kitchen due to their steak being full of gristle and it was too tough to cut. The second steak was brought to them in a box after the entire party of 14 had finished eating. So they sat and watched everyone else eat at their party as the guests of honor. As you know, and I explained to you it was their 65th anniversary celebration. Honestly, the overall experience at Hugo's was mediocre at best. I worked in the service industry for many years, and even at a low-end restaurant they strive for better service and quality. At a minimum, a meal that is sent back is taken off the check. The second steak that they boxed up and sent in to-go containers was not any better than the first one. My parents ended up throwing the entire meal in the trash. We also told you that our shrimp on the steak and shrimp plates was small and not even close to the advertised so-called jumbo as described on the menu and very undercooked. As you know, my sister and I have been to this establishment many times and have always had a great experience. That is why we chose Hugo's for this special celebration, made reservations weeks in advance, and made the trip downtown when we were staying on the strip. This is supposed to be a highly-rated establishment and frankly, we deserved better service and quality for the price of this meal. Yesterday, I shared with you that my mom told the servers she had a severe shellfish allergy. After eating at Hugo's, she got extremely sick from the salad being mixed with shrimp utensils. On her anniversary celebration, she had a severe allergic reaction that required the use of an EpiPen. She threw up all night and was miserable on a night that should have been special. My sister and I and all of their grandchildren traveled from all over the United States to share this dinner with my parents. This experience ruined 2 days of their anniversary trip. My sweet parents are in their 80s and what happened at your restaurant was not okay or safe for my mom and could have ended with dire consequences. Not to mention my father was stressed and worried and had to care for her in an urgent medical situation due to the carelessness of your staff. People at their age do not just bounce back the next day, she was tired and felt terrible into the following night. Your staff asked us at the beginning of service if anyone had allergies (which I assume is standard protocol) and were told of her allergy. A shift meeting to address the issue weeks later does not begin to compensate for the reality of my elderly parent's situation. Stephen, I do not feel you did enough to right this entire situation. Therefore, I am requesting the contact information for your direct supervisor so that I can share my concerns with him/her. Contrary to what you may think, we are not the type of people who complain. We are happy to pay for great service and excellent food. But between all the extra unsubstantiated charges and unexplained mystery items on the first receipt, my mom's illness, the overall quality of the food and service, it needs to be taken to the next level. Both my sister and I are not satisfied with the outcome. I do feel that your servers treated us with disrespect and thought we would not realize they were upcharging us and adding in extra items. I look forward to a prompt response.
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