Nona W.
Yelp
Let me start off by saying that amazing customer service is something that you just can't teach...not even to people in management...I came in town, all the way from Denver, CO, and was really excited to be staying at the Horseshoe Casino. I was starving so I decided to check out the 8 oz Burger Bar, located inside of the casino/hotel. Initially, everything was going good ....It was about 1am in the morning after a long night of gambling and I had an undeniable craving for an omelette. I was delighted to see a small breakfast section on the menu. They had eggs, bacon, sausage, cheese, breakfast potatoes, fresh vegetables....You know, everything people would eat for breakfast.....and that you would put on an omelette...But surprisingly, no omelette...When my server approached the table, she was really kind. We greeted each other, and she asked to take my order. I politely asked her if it be possible to order an omelette. "I don't see an omelette under your breakfast menu(and I know you guys serve them here) Would your chef be willing to make me a special order?" "I'm willing to pay however much extra and take care of my server." (As I had just won a nice chunk of change at the casino) Those were my exact words to the server. Suddenly, the expression on her face changed. She said to me, "ma'am, I'm sorry but we can't do that." "We can't make you an omelette because the breakfast cook isn't here" And that's not on the menu...." " And the night cooks can't cook omelettes" Just one excuse after the next. I looked at her with a look of confusion. "Well ma'am , you guys have an entire breakfast menu here that has everything that it would take to make an omelette." "Would you kindly ask the chef if he would be willing to make me an omelette?" I was almost begging at this point...it was crazy!!!. Her was responds was "ok, I'll see what I can do!" The server returned shortly and appeared to be in tears...She said that the chef wouldn't even let her finish requesting my order before he shut her down and yelled NO! #1-If the cook spoke to the server anything close to what she described, it was very rude and unprofessional.... #2-Since when has great customer service not been a priority in the restaurant sector? It probably would've taken the chef all of an extra 5 minutes max to make a variation of something that was already available on the menu. I would not recommend this place if you looking for a warm, friendly, accommodating staff....where amazing customer service is a priority. This place is also a No Go if you are someone who enjoys having the flexibility/freedom to order different variations of the menu....