The Westin Denver Downtown in Denver

Came in with 4 people on a Sunday night at 4:30 and waited almost 15 minutes for a table after the hostess said 5-10 minutes. Server was nice but clearly had too many tables. Took 3 minutes for water, another 10 for a smoothie. Our food came out quickly and hot. Took another 10 minutes for the server to come by and ask how everything was. A manager came by and filled our water and barely said two words to the table. I have been to Cheesecake Factory locations all over Colorado and this is by far the worst. Having worked in the restaurant industry for over 15 years I am usually very easy going about these things but this was poor all around at every level of the staff with the exception of the kitchen.

As overseas visitors to the US we love The Cheesecake Factory chain - the sheer choice of food is amazing! But in all the years visiting various branches I can easily say this was an abnormally bad experience and ruined our evening. The food took 40 minutes to arrive and my meal and side dish was barely warm. I was taken aback when our waiter nonchalantly asked if I wanted him to go and reheat it. I understand that they are running a large kitchen and sometimes things can get muddled up, but it’s how the staff respond to issues that is important. Past experience has always been of professional wait staff, but this wasn’t the case tonight. Having watched my husband eat his entire meal (which he enjoyed at least), I assume what was a manager came over and offered me a soup or salad whilst I waited (it had already been 15 minutes by then). I just wanted my food and asked him to check on it. Long story short I finally got my food, but the entire experience was awful and our waiter Christophe basically ignored us for the rest of the evening, and the manager never once checked back as you would expect. We finally got our bill and was charged in full for the poor evening.