Our server assured us that this would not be a problem and that they would accommodate our dietary concerns. All we had to do when we make the reservations, is let them know in advance. Feeling hopeful, at the reservation desk, we explained our situation to Pedro, who further reinforced that our dietary concerns would not be an issue for our Christmas dinner. They had two seating choices: 6 to 8 p.m. or 8 to 10 p.m. We selected the first seating choice and spent the next few days enjoying our home in Puerto Aventuras and awaiting, in excitement, our special Christmas dinner at the Xenote Restaurant.
Upon arrival at 6:00 p.m., our table was not ready. In fact, all the servers were scrambling around setting tables, sweeping floors, and preparing for the evening. They all seemed very hurried and unorganized. One of the senior servers directed another server to stop what he was doing and prepare our table. They quickly accommodated us and we were seated. When the server brought out the holiday menu, my husband ordered the turkey dinner and then explained to the server that when we made our reservations, they would accommodate my dietary request. Our server seemed annoyed by this and said that there were only the two choices, no exchanges. We mentioned again that we had spoken to Pedro and he said that we could order something different. Our server suggested fish and we agreed. With our dinner selection resolved and our beverages ordered (two bottled waters since neither of us drink alcohol), the night proceeded as we dined our way through the courses, enjoying the cool Caribbean breezes, views of the beach and each other’s company.
At the end of our meal, as we started to exit the restaurant, our server stopped us and indicated that we had to pay him 100 pesos for the bottled waters. We were surprised by this request and pointed out that since we had not consumed any alcohol, we thought the 2 bottled waters were in exchange for the sparkling. He was quick to point out again, that there are no exchanges. We followed him into the restaurant and paid the bill.
Needless to say, we were very disappointed by how the server handled the situation. Again, we dine there all the time, and know most of the servers by name, including the one that served us our Christmas dinner! The entire situation just seemed so out of character. When we asked to speak with the manager, we were told that he was busy. We left vowing that we would not dine there again until after we have had a chance to speak with the manager.
It’s never only about the food, but about service, ambiance, and the entire experience. This experience was not the usual positive one we normally have at the Xenote. In spite of our disappointment, we did take some photos to share. See below.
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