Schloss-Cafe

Brunch on a weekend. Terrible service. Not only slow (1 hour just to get our coffees) but unapologetic and rude. When we asked why it was taking so long the response was "there is nothing I can do". No smiles. No apologies. Nothing. They did not even bring water for 45 minutes. Completely unacceptable. In other countries this restaurant would close down. If there had been an apology or explanation it would have really helped. But the attitude we received was enraging. The COVID excuse is wearing thin. If you don't have the staff don't take as many reservations. Will not be going back.

Ich bin Freiburger und habe das Schlosscafe immer sehr gemocht. Leider habe ich heute am Geburtstag meiner Mutter eine Erfahrung gemacht, die das geändert hat. Wir waren mit 7 Kindern da. Nach der Bestellung sassen wir 45 Minuten geduldig an einem leeren Tisch rum, noch nicht einmal Wasser oder Kaffee weit und breit. Aber das war nicht das schlimme. Das schlimme: als ich höflich nachgefragt habe, ob es denn möglich sei, mal wenigstens Wasser für die Kinder zu bringen, hat unsere Bedienung immer wieder nur gesagt: "ich kann nichts machen".
Es ist verständlich, dass aufgrund von Personalmangel nach Corona Engpässe und auch mal Wartezeiten entstehen. Aber wenn man Reservierungen annimmt und Gäste empfängt, sollte schon ein Minimum Standard an Service gewahrt bleiben. Die Situation hätte sich durch eine einfache Erklärung/ Entschuldigung schnell abfedern lassen. Aber die arrogante Antwort des Kellners hat dem schlechten Service noch das i-Tüpfelchen aufgesetzt.
Als ich im Gespräch später erwähnt habe, dass wir nach dieser enttäuschenden Erfahrung in Zukunft eher wegbleiben, bekam ich die Antwort: "macht nichts, wir sind eh immer voll".
Durch die schöne Lage mag das sein. Wenn der Service weiter so unterirdisch ist, wird das aber hoffentlich nicht immer so bleiben.

I'm from Freiburg and I've always really liked the Schlosscafe. Unfortunately, today on my mother's birthday, I had an experience that changed that. We were there with 7 children. After ordering, we sat patiently at an empty table for 45 minutes without coffee or any drinks, not even water. But that wasn't the worst thing. The worst thing: when I politely asked if it was possible to at least bring water for the children, our waiter just kept saying: "I can't do anything". It is understandable that due to the lack of staff after Corona, waiting times are higher and providing good service is more difficult. But you accept a reservation and seat guests, a minimum standard of service should be maintained. The situation could have been diffused quickly with a simple explanation/apology. But the waiter's arrogant response was the icing on the cake on the service that was below any acceptable standard. When I mentioned later that we would stay away in the future after this disappointing experience, I got the answer: "It doesn't matter, we're always full anyway". That may be true due to the beautiful location. But if the service continues to be abysmal, it won't always stay that way.

We went with the whole family (15) and had a reservation on a Sunday morning. We were greeted friendly and got good place to sit. As the Café was full and all people had ordered breakfast, orders took long and several different waiters were serving us. It seemed that all waiters were serving the whole Café and we didn't know who was our main waiter. The whole family ordered breakfast, which was good and fresh made. Everybody took different meals of us so the whole cooking process took a long time.
The view is nice and also good to walk up or down he hill. All in all it was a good experience although it was crowded.

we went for our usual annual Christmas breakfast. In the past, the quality has been quite alright, this time, we were disappointed. friendly service but quality-wise not up to par.