carmen F.
Google
Dear Management Team,
I am writing to formally express my disappointment regarding our dining experience at your restaurant on Saturday, February 7.
My husband and I have celebrated our wedding anniversaries at Mastro’s for years, specifically because of your reputation for exceptional food, refined service, and an elegant, peaceful dining atmosphere.
This particular reservation was especially meaningful, as it was also intended to celebrate Valentine’s Day and my birthday. Unfortunately, the experience fell far below the standards we have come to expect from your establishment.
From the beginning of the evening, several issues impacted what should have been a special and memorable occasion. The dress code, which has historically contributed to Mastro’s upscale ambiance, was not enforced. A nearby group of guests—clearly attending the Waste Management Open—were dressed in casual graphic T-shirts, shorts, sneakers, and baseball caps. They were seated in the main dining area rather than near the bar, and their behavior was loud and extremely disruptive, making it impossible for us to have a conversation at our table.
When my husband respectfully brought the noise and disruption to our server’s attention, he apologized, but no action was taken to resolve the situation.
By the time dessert arrived—after a long delay—the atmosphere had become so unpleasant that we took only one bite before deciding to leave. Before exiting, we spoke with a manager, who apologized, but by then the evening had already been irreparably impacted.
Dining at Mastro’s comes with a premium expectation—not only in food quality, but in service, ambiance, and overall experience. Unfortunately, on this occasion, we did not receive what we paid for, nor what your brand promises.
I am sharing this feedback in hopes that it is taken seriously and addressed, as we have always regarded Mastro’s as our go-to restaurant for meaningful celebrations. I would appreciate acknowledgment of this experience and any consideration you feel is appropriate.
Thank you for your time and attention.
Sincerely,
Fornaro