We visited Napoli’s Cafe as a group of 7. Although there were 7 of us, we only ordered 6 meals as I didn’t eat or drink anything. Despite this, we were surprised to see a $48.57 automatic gratuity added to our bill.
Inaccurate Records: The receipt explicitly listed us as “Client: 8” (8 people), even though there were only 7 of us at the table. It felt like an intentional move to bypass their own policy.
When we questioned the server about this, they claimed it was mandatory for “large groups.” However, the menu clearly states that an automatic service charge applies only to groups of 8 or more, and even then, the mentioned amount was much lower than what we were charged. When I pointed out that our group didn’t meet the “8 person” criteria and the math didn’t add up, the server’s attitude changed. Instead of rectifying the error, they became dismissive, saying they would “tell the owner,” but still insisted on taking the full amount.
Regarding the food and atmosphere:
• Service: While the initial welcome was polite, the interaction at the end regarding the bill was unprofessional and left a bad taste in our mouths.
• Food Quality: The food was average at best. The pizza tasted more like a frozen, pre-made base rather than authentic Italian pizza. The pasta dishes were also mediocre and lacked any “wow” factor.
Overall, forced gratuity policies that contradict the menu’s own terms are unacceptable. We won’t be returning.
