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-   -   Food Allergy Incident - Margaritaville (http://www.disboards.com/showthread.php?t=3230297)

HLAuburn 02-01-2014 08:42 PM

Food Allergy Incident - Margaritaville
 
Tonight we had dinner at Margaritaville at Universal City Walk. We informed the waitress about DDs egg allergy and asked her if the crab dip appetizer contained eggs. She checked with the chef and came back to tell us it was fine. By that time, DD had looked over the kids menu and we had another question, so the waitress asked the chef to come out. He addressed the kids menu item and then I asked again if the dip was OK and specifically asked about mayonnaise and he assured me it was fine.

So you can see where this is going! Fortunately DDs allergy is just "GI" so once she vomits she's usually OK, but within a few minutes of eating it, she knew. (We made it to the bathroom.). When I told the waitress, the manager came over and said she'd "double check" and sure enough, she came back and said the recipe had changed and that it contained mayo. She apologized and the waitress apologized, but the chef, who really was at fault, never came back to the table.

I read reviews that this restaurant was very good when it came to allergies, so it was disappointing that they took it so lightly. What if it was someone who had a severe reaction? We jokingly said "this would never happen at Disney...", but the truth is, it wouldn't have! It's easy to get spoiled with the amazing way Disney handles allergies, but honestly, every place should take it as seriously as they do.

Betty Rohrer 02-01-2014 09:10 PM

from working in Food and Bev at a small park, not defending chef but if the dip comes prepackaged, you go by your notebook says no mayo. but last delivery has a different brand with mayo. happens to us often. it was not until your daughter reacted that it was even discovered by kitchen I am guessing and yes it could happen at Disney as we do not remember everything and we go by the notebook for our info

HLAuburn 02-01-2014 09:26 PM

Quote:

Originally Posted by Betty Rohrer (Post 50623122)
from working in Food and Bev at a small park, not defending chef but if the dip comes prepackaged, you go by your notebook says no mayo. but last delivery has a different brand with mayo. happens to us often. it was not until your daughter reacted that it was even discovered by kitchen I am guessing and yes it could happen at Disney as we do not remember everything and we go by the notebook for our info

I see where you're coming from, but the "notebook" ( in this case it looked like an online manual the manager brought to the table on an iPad-type device ) clearly said the dip contained mayo. I don't buy the excuse that the "recipe recently changed"- it clearly stated the allergen on their info source. And as far as I'm concerned, it's the chef's job to know that sort of thing...or at least be willing to check when someone asks.

livndisney 02-01-2014 11:42 PM

Quote:

Originally Posted by HLAuburn (Post 50622937)
T

I read reviews that this restaurant was very good when it came to allergies, so it was disappointing that they took it so lightly. What if it was someone who had a severe reaction? We jokingly said "this would never happen at Disney...", but the truth is, it wouldn't have! It's easy to get spoiled with the amazing way Disney handles allergies, but honestly, every place should take it as seriously as they do.

It happens at WDW. We have been served the wrong food and been given wrong info on more than one occasion. Gf Tea comes to mind since the Chef's "mistake" there ruined a birthday.

HLAuburn 02-02-2014 07:00 AM

Quote:

Originally Posted by livndisney (Post 50623751)
It happens at WDW. We have been served the wrong food and been given wrong info on more than one occasion. Gf Tea comes to mind since the Chef's "mistake" there ruined a birthday.

I'm sorry to hear about your ruined birthday. Of course it could happen anywhere - we've just always had really good experiences at Disney, so I was a little surprised when a chef made such a big mistake...and then didn't really didn't act too concerned about it.

Betty Rohrer 02-02-2014 08:35 AM

we did have a case where what was listed in our notebook was not the right label and the item did have milk which was not shown because of a change in the item since the notebook came out. it does happen

PinkBudgie 02-02-2014 03:48 PM

This is so scary. It really could happen anywhere. All it takes is one slip up in the food chain- waitress not informing the chef, ingredient changes not noted, etc. One of my biggest fears is Worcestershire sauce (fish) getting in something but not noticed (in meat, bbq sauce, soups).

CourtneyGuestService 02-03-2014 09:26 AM

HLAuburn- We are very sorry about the experience you describe here. We do take food allergies serious, so it is upsetting to hear this happened. Additionally, we apologize for not properly addressing what happened while you were with us. Your comments have been shared with the team and they are being addressed internally. Can you let us know the day and time you came in so we can properly look into your visit? If you are willing to share your preferred contact information, a member of our management team would like to reach out to you personally as well.

Margaritaville Management Team

happymommy 02-03-2014 09:54 AM

I'm so sorry that happened!

Our one trip to Universal we found so much more difficult with our son (he's dairy and egg allergic) compared to our Disney trips! The places at City Walk in particular, but honestly everywhere, just were not prepared to handle food allergies as well as Disney (one reason we've loved Disney so much).

Thanks for sharing, and I hope this doesn't happen again.

HLAuburn 02-03-2014 12:41 PM

Quote:

Originally Posted by CourtneyGuestService (Post 50632348)
HLAuburn- We are very sorry about the experience you describe here. We do take food allergies serious, so it is upsetting to hear this happened. Additionally, we apologize for not properly addressing what happened while you were with us. Your comments have been shared with the team and they are being addressed internally. Can you let us know the day and time you came in so we can properly look into your visit? If you are willing to share your preferred contact information, a member of our management team would like to reach out to you personally as well.

Margaritaville Management Team

Thank you so much for reaching out to me - I appreciate it.

I am sending you a private message with my contact information.

HLAuburn 02-21-2014 04:15 PM

Quote:

Originally Posted by CourtneyGuestService (Post 50632348)
HLAuburn- We are very sorry about the experience you describe here. We do take food allergies serious, so it is upsetting to hear this happened. Additionally, we apologize for not properly addressing what happened while you were with us. Your comments have been shared with the team and they are being addressed internally. Can you let us know the day and time you came in so we can properly look into your visit? If you are willing to share your preferred contact information, a member of our management team would like to reach out to you personally as well.

Margaritaville Management Team

I forwarded the information about our visit to the restuarant when this took place, but have not heard a response. Please let me know if you did not receive it.

Thank you.

SWofDisorder 02-24-2014 07:56 AM

This is a very serious matter and as a sous chef in a very small fine dining restaurant I go out and cover the allergy in question with the person and offer to cook something off menu if possible.

With huge corporations such as Margaritaville I can understand where this is not possible.

We are parrotheads and love all thing JB but we don't eat at the restaurants, just attend the concerts.

HLAuburn 02-24-2014 02:06 PM

Quote:

Originally Posted by SWofDisorder (Post 50793776)
This is a very serious matter and as a sous chef in a very small fine dining restaurant I go out and cover the allergy in question with the person and offer to cook something off menu if possible.

With huge corporations such as Margaritaville I can understand where this is not possible.

We are parrotheads and love all thing JB but we don't eat at the restaurants, just attend the concerts.

I appreciate that you feel food allergies are a serious matter. I know it may seem like everyone has one these days, and we are very fortunate that our daughter's isn't as serious as many, but even more of a reason why I think restaurants should have some sort of protocol for how to handle them. When restaurants will make small changes (like grilled shrimp instead of fried off the kids menu), it really helps a lot.

Just yesterday, we asked about a item at a restaurant and the waiter flat out said "I'm going to assume it does have eggs because I can't be 100% sure that it doesn't". It was sort of a strange response, especially since it was something that had a label and he could have easily checked on. But better that than be given incorrect information, I guess.

sookie 02-25-2014 09:41 PM

Well that was nice of them.

sleepingbean 02-26-2014 10:51 AM

Oh no. I am so sorry. Poor kiddo.
:(
We have had good experiences there (thankfully). I am sorry you had such an awful one!


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