Went to Caliza Thursday night. We'd read many nice things on SoWal.com and were prepared for a treat. And, the poolside setting when we walked in didn't disappoint--it is stunning.
Our reservation was for 8:30 for two people. We ordered as soon as the waiter arrived. Our wine was served quickly, although at outdoor temperature rather than cellar temperature. (We didn't say anything, as everyone seemed very busy.) Then we waited. 40 minutes after ordering, we received a basket with 4 pieces of bread. An hour after ordering we received our appetizers. (Nothing had to be cooked.) We were told that our entrees were being expedited.
However, at 10:30, two hours after we had been seated, our entrees (grilled fish and a simple pasta dish) still had not been served and no restaurant employee had stopped at our table with an update for at least 30 minutes. By then we were really hungry so we found the manager, paid for our wine, told her that we were leaving and why.
She was apologetic, and said they had been very busy, which was true. However, our expectation is that an established fine dining restaurant should be able to handle a busy night, even if a problem arises, which in the restaurant business, it inevitably will.
Here's what we have to say to Caliza management (and other 30-A fine dining restaurants): Know your staff and facilities. If we call to make a reservation and you're at capacity, tell us you're booked and suggest another time when you can handle us comfortably. Everyone will be happier.
Replies
36Beach Comber
Just think of it as cheap advertising when you comp some food or beverage. A simple complaint doesn't justify comp f&b, but waiting two hours for entrees, may, unless the table was trying to spread out their evening in one spot. It is easy enough to know how long patrons have been seated. Liquor and wine, and desserts are the easiest to comp because the markup is the greatest. When I managed restaurants, if something like that happened, I'd likely comp the drinks, and invite the couple back for a complimentary dinner for four, and give them my phone number to make the reservations, and I'd make sure that they had the perfect meal to brag about to all their friends. I want them to leave my restaurant with a good taste in their mouth, and this would insure that they gave me another chance to make it right. Looking at the big picture, it is cheap advertising and customer satisfaction expense.
TOTALLY agree - Smiling Joe. And why I hope that there is resolution for this diner and his party. If it were me, and I wanted compensation for my drinks and apps (WHICH mind you was not stated by the original poster), I would talk to the person higher up than the manager to find resolution. I totally am that person that looks someone square in eye or says on the other end of the phone when I am ticked off when I'm not getting resolution, "Who is your superior and please let me talk to them. Oh, and what is YOUR name?" And, if I was ticked off enough to post on a message board, I would than email/write until I had resolution and than share on the original thread I started. That's all I'm saying here - we need BOTH sides to the story. Otherwise, why do I care and why would I let it sway me from trying out a restaurant??
Meow
WLD...you have the patience of a saint! Will you also write a letter?
I really wish someone from the restaurant would post a reply here.
I really wish someone from the restaurant would post a reply here.
SoWal Insider
Wow, Alys Beach has received a lot of attention!
SoWal Expert
The cheese biscuits at RL ARE quite tasty. 
Admin
I'm sorry but I don't think anyone should have to persue further explanation or compensation. They talked to the manager that night, gave her the benefit of the doubt. The manager should've taken care of it at that time. They not only dropped the ball during dinner but after as well.
Right you are. Everyone makes mistakes. It is how you recover that tells the tale. If a business makes a mistake and continues to defend it, or repeat it, then the tale is a poor one. The customer is not always right. But that doesn't mean you should tell them they are wrong (unless you are a waiter in a cafe in France and a tourist is ordering Nicoise salad with lite ranch dressing).
A customer of any business shouldn't have to "go over the manager's head". The manager is the head as far as we are concerned.
I have no doubt Caliza has already corrected anything that needs correcting. If not, we'll read about it here.
SoWal Expert
The cheese biscuits at RL ARE quite tasty.Red Lobster won the gumbo cookoff at the Market Shops one year.
Beach Comber
My wife and I ate at there Thursday night also....however our evening was the total opposite. We had reservations at 7pm and by then there was already a good number of tables seated. We had very prompt and attentive service. Food was very good and served in a timely fashion. We were there around an hour and a half and were very pleased with the food, service and atmosphere. The manager came by our table, and the surrounding tables, at least two times to check on us and to see if we needed anything. We plan on taking friends when we are back in town in two weeks. After reading this thread, I just thought I would give a review of our dining experience the same night at Calliza...It was great!
Beach Fanatic
My wife and I ate at there Thursday night also....however our evening was the total opposite. We had reservations at 7pm and by then there was already a good number of tables seated. We had very prompt and attentive service. Food was very good and served in a timely fashion. We were there around an hour and a half and were very pleased with the food, service and atmosphere. The manager came by our table, and the surrounding tables, at least two times to check on us and to see if we needed anything. We plan on taking friends when we are back in town in two weeks. After reading this thread, I just thought I would give a review of our dining experience the same night at Calliza...It was great!
Thanks!
One bad experience does not a reputation make, i'm sure in True Alys Beach style of "excellence in everything they do", this issue will be corrected.
picky
My wife and I ate at there Thursday night also....however our evening was the total opposite. We had reservations at 7pm and by then there was already a good number of tables seated. We had very prompt and attentive service. Food was very good and served in a timely fashion. We were there around an hour and a half and were very pleased with the food, service and atmosphere. The manager came by our table, and the surrounding tables, at least two times to check on us and to see if we needed anything. We plan on taking friends when we are back in town in two weeks. After reading this thread, I just thought I would give a review of our dining experience the same night at Calliza...It was great!
Yours is the post we've been waiting to hear. I am sure that your experience is more indicative of what it's like to dine at the Caliza pool restaurant and I hope it encourages WLD to give it a second chance. As beautiful a setting as that should be rememebered fondly.
This message board is pretty well the pulse of 30-A so I haven't a doubt that this post has been read and noted down at Alys Beach. I don't think WLD's experience will be repeated, do you?
Beach Fanatic
I'm a big fan of Alys Beach and Calyza Pool restaurant. So, I was very disappointed to hear of the bad dining experience there from WLD. I agree with people who said the restaurant missed an opportunity to sincerely aplogize with a gift certificate or otherwise to the people who were there. Mistakes/problems happen, but they should be rare and the restaurant should take care of it in a classy and proactive way that says "We were wrong, we understand your frustration and we want you back. Please accept this token that represents our apology because we take your experience seriously and we're sorry we didn't live up to it. We should have managed our problems in a way that didn't affect you." I was delighted that TropicalTide had a great experience, as we did in August. For now I'm fine cutting Calyza Pool and Alys Beach Management some slack and hope they take this opportunity to train their staff in what to do in situations like this (which should be rare) and that they pm WLD on sowal.com to follow-up.
Beach Comber
We went there last year, the place is beautiful. I was not impressed by the service or the food. May go back for drinks but have no plans on eating their again.
Checking your forum account
Please wait while we verify your forum account.