Jack M.
Yelp
This place, located at the lazy pool area at the Sycuan Casino Resort, could be so much better if they would simply focus on quality of service.
During my stay at the resort, I visited the Retreat a few times. One time I came for lunch and relaxation, and the other time pure relaxation a drink.
The first time I came, I arrived in a wheelchair post knee surgery. I wheeled myself sat right out in front of the bar and grill's seating area. I had a seat in the anticipation that someone would bring me a menu and allow me to order. After waiting for about 15 minutes and watching server after server walk by me without even a glance nor a smile, I finally took the initiative and firmly but politely asked if I may see a menu, as a young lady walked by. She did not say a word, but walked over to the counter, picked up a menu, drop it off at my table, and then walked a way. I did not even have the opportunity to ask for water. What happen?? Was it the wheelchair that scared people off?
It gets better. After waiting for another 15 minutes, none of the servers nor the lady behind the bar would ask if I would like to order anything. Please understand, I'm sitting there with menu in hand looking around for service. Finally, a young man, from the back of the house, mind you who was not one of the servers, finally comes over and asked if I would like to order something. I could tell he was a little concern over the lack of attention and service I was given.
I finally ordered the Baja Chicken Sandwich with a side of fries, only because they were out of turkey for the turkey club I wanted. The turkey should of been fully stocked at the onset of opening. I arrived about that time.
The Baja Chicken Sandwich was pretty good. It came with a tender chicken breast, pepper Jack cheese, pickle onions, shredded lettuce, oven roasted tomatoes, and guacamole for $12. It was a good sandwich and certainly worthy of better service. I was very fond of the roasted tomatoes and the tenderness and flavor of the chicken. Good seasoning. The fries too were very well seasoned and had a good crispy texture.
However, one thing I did fine very distasteful was, while I was having my meal, the female bartender, I will not mention her name, starting laying F-Bombs several times regarding her ex-boyfriend with another employee. I was like really, "you are going to do this now," when I am not only trying to enjoy my meal at a "retreat" where I came to relax, but also where there are families and children within ear shot. I was literally floored. Not only was this unacceptable, but embarrassing for the resort. We need to demonstrate some class.
The next day, I came again without the chair but with walking support. To make a long story short, it was not much better. You know, an employee from the resort, who had to leave the area for a meeting, brought me a drink that I wanted, had room service bring me some some extra pillows to support my leg, and she specifically told the staff to make sure to check on me, given I was not very mobile, to see if I needed a refill or anything else. Well no one ever came. They walked by countless times, even while holding my empty class, did anyone bother to ask if I wanted more to drink or anything else. I was there for over an hour and a half! I finally gave up, slowly went back to my room, and had me a little water.
This whole experience was very sad, because here you have this beautiful lazy pool, cabanas, seating arrangements with comfortable recliners and sofas, and not to mention some pretty good eats, but it's all spoiled due to the lackluster service.
Fortunately it's an easy fix. The servers need to be trained, to not only greet people with a smile as they walked around; but they need to be trained to clandestinely scan for patrons' needs, as they walk about on their duties. They need to look for patrons who may like to order, need a refill, have question, or simply to ask if they are enjoying themselves or need something, like a menu perhaps. Oh yes, and the employees need to keep their personal conversations out of ear shot. Save that for break time or after hours.
This process is huge, if one wants to succeed in customer service and if an establishment; such as Sycuan Resort, wants to be considered a top rated resort and destination. In the end, I just want them to do better.
4 stars for the food & 2 stars for the service equals 3 stars overall.
