I had lunch today at a Rome restaurant I'd never eaten at before: Divinare, a chic (and cleverly-named) wine bar in Testaccio. The food was delicious, from a pasta with fiori di zucca and guanciale (above) to a super-fresh and gourmet salad.
But I can't recommend Divinare to hungry travelers. And boy, is that frustrating.
It's not that they did anything that I haven't seen a hundred times before. But I'm just too sick of it by now to put up with it any more, even the smallest instances of it.
Familiar with Rome's food scene? Then you know where I'm going with this.
Like one of my favorite restaurants in Rome, L'Asino d'Oro, Divinare has a lunch special: 13 euros for a primo, glass of wine, water, and coffee. Not a bad deal. And there's no mistake that that was supposed to be the total; the menu clearly says "servizio e coperto incluso" (service and cover included). My companion and I even commented to each other how much we liked the rare sight of a restaurant that didn't charge coperto.
He ordered the special; I had a 10 euro salad. We also ordered the (included) water for him, plus one for me, asking for due acque piccole. Our very polite and friendly server, who also may have been the owner, brought one large water instead. That made sense. He also brought bread. This made sense, too.
What didn't make sense? Our bill. Thirteen euros for the menu (correct). Ten euros for the salad (yep). A charge for my coffee (fine). Plus… a charge for the whole bottle of water, plus a 2 euro "pane" charge (wait, what?).
It was a difference of three or four euros. Still, I didn't understand where it came from. We should have been charged for half of the one large bottle of water, and for no "bread and cover" at all. When we said something, the server/(owner?) tried to "explain" to us how Rome restaurants charge for bread separately. Yes, we said, but if you bring the bread without us ordering it, which you did, it seems that would be part of the "coperto" charge. Which should be included.
And what about the water? Oh, he said, it's always tough to figure out these things when one person gets the full menu and one person doesn't. (Really? It seems pretty simple: Just charge for half the two-person bottle).
To be fair, he was nice about it. He knocked the charges off for us. And, for all I know, he always charges for "bread," the lack of clarity on the menu is an honest mistake, and nobody else has ever said anything. It's definitely possible.
But, needless to say, we still left a delicious meal with a bad taste in our mouths. And what a shame that is.
I don't mean to lay all the blame on Divinare. Because here's the thing. This "tacking on" of extra, not-quite-corretto charges happens all the time. Food blogger Katie Parla has written about the selective service charge at Grano that's applied to tourists only, and she just wrote about how Roma Sparita has started sneaking a 15% servizio onto tourists' bills, although their menu clearly says service is included. Similarly, Roma Sparita didn't charge me for service or coperto in June, proving their sometimes-charge is an unfair sleight-of-hand for unsuspecting tourists that's led me to update my own blog post about Roma Sparita accordingly. At other restaurants, waiters lean over when tourists are paying to "remind" them that service wasn't already included on their bill (hint hint hint!).
As for most others I've spoken with, it's not the automatic inclusion of a charge, whether servizio or pane e coperto, that bothers me. It's the shady way that it's never clear if it's going to be added or not—even when the menu seems to make it so clear. And it's the way that it seems to be targeted primarily at English speakers, although Italians can feel free to correct me on this point.
So look, Rome restaurants: I have a request. For the love of your own business, cut the bullshit. Please. You know what's fair and what's not. Charging for bread, when it was brought to a table without being ordered and the menu says coperto incluso, is shady. Charging for a large bottle of water for two people, when one person was supposed to get their water included, is not right. Charging some people service, when the menu says servizio incluso, is not okay. But what's crazy is that you already know that. And guess what? So do many of your clients!
Sure, all of this is small-change stuff. Three or four extra euros is hardly the end of the world. But, when it comes to restaurants with great reputations like Roma Sparita and Divinare, that's part of what blows my mind the most. You'd really rather go to the trouble of making a client an amazing meal and still risk them leaving less than 100% thrilled with their experience… just for the sake of some pocket change?
And, dear restaurants, here's something else you need to keep in mind. You might think that, if your client is a tourist who's in Rome for a day, it doesn't really matter if they love your food or think the bill is fair. But guess what? Tourists, too, have brains, friends… and access to TripAdvisor and Chowhound. Plus, with smartphones and iPads becoming more and more prevalent, future would-be clients now can access lousy reviews online more and more easily while they travel.
Not to mention that, every once in a while, that "tourist" happens to be a Rome-based blogger, travel journalist, or guidebook writer. Or even all three.
So please. You're smart people. You've figured out how to start a business in one of the world's most challenging countries for entrepreunership, not to mention a food establishment in one of the most restaurant-saturated cities on earth. So you tell me. Is it really worth the small change?
For more on the frustrations of Rome's food scene, check out my earlier piece on the demise of Rome restaurants like Taverna dei Fori Imperiali, which go downhill as soon as they hit it big.
It's also useful to know how not to get ripped off eating at restaurants in Italy—this is a post to print and bring with you on your trip (or download from your smartphone).
