Casa 16 Restaurant

Business reply on Google

We’re genuinely sorry that after what sounds like a difficult day visiting your sister, we weren’t able to accommodate your family. That said, we’d like to clarify that you did not actually dine with us, so this review doesn’t reflect the quality of our food or service during a meal. On particularly busy days, we believe it’s more respectful to be honest about long wait times and kitchen delays rather than seat guests and have them wait far longer than expected. We understand the disappointment, especially with a family of seven, and we’re sorry your visit didn’t work out. We hope you’ll consider giving us another opportunity in the future so we can provide the experience we’re known for.

Business reply on Google

Luis, You were part of a private patio event of approximately 40 guests. For groups of that size, a 20% gratuity is automatically applied—this is clearly stated and standard practice to ensure staff coverage for large parties. What you experienced as the bill being “pushed” mid-meal was an attempt to keep service organized and prevent delays or confusion with a group of that scale. That said, needing to retrieve your own silverware is not the level of service we aim to deliver, and that specific point is valid. Large-party service operates differently than a standard table, but it should still feel attentive and seamless. Your feedback on the service breakdown is taken seriously and will be addressed with the team.