Dvinos 2.0 Avila

A few days ago, I was on the terrace at Dvinos and, unfortunately, had a terrible experience that I didn't expect from a place that boasts so much about service and quality. As soon as I poured a Coke, some droppings (from a pigeon or some other animal) fell into it. I immediately reported this to the waiter, as I'd only been drinking it for a few minutes and hadn't even started drinking it. He told me he'd consult with the manager. He came out onto the terrace, looked at us from a distance, and decided to do nothing. He didn't even come over to talk to us, nor did they offer a solution, not even an apology. They simply ignored what had happened. The drink remained untouched on the table and, of course, paid for. The feeling was one of total neglect and utter disrespect. And yes, even if the incident was caused by something external, it happened on their terrace, in their establishment, while I was consuming something there. Therefore, it is their responsibility to offer an appropriate solution. It wasn't about finding someone to blame, but rather about taking care of the customer in a disgusting and unfortunate situation. The most logical thing would have been to offer a new drink. A small gesture, but one that speaks volumes. Since the manager didn't come out to give me any explanation, I decided to go into the bar myself to speak to him. And that's where the final straw came: not only did he not apologize, but he also compared what happened to "when you leave the tire shop and get a flat tire." A completely absurd, out-of-place comparison, and one that demonstrates a total lack of empathy and professionalism. To my surprise, I later read a review written by another customer who witnessed everything from a nearby table. She simply expressed her outrage at the treatment she received. The establishment's public response to that review left me even more perplexed: instead of humbly accepting what happened or acknowledging that they hadn't acted appropriately, they bragged about their 20 tapas, the location, their gluten-free menu, and the overall excellent service. But when a customer has had an unpleasant experience and hasn't received even an apology, they won't value any of those things. In the hospitality industry, what makes the difference isn't the menu or the size of the terrace, but how you treat the people who decide to sit at your tables. And in this case, the management was terrible and the attitude even worse. I won't return, and I certainly won't recommend it. Because the true prestige of a place isn't in what it offers, but in how it responds when something goes wrong.

Lots of pinchos choices and several gluten free options