Rana Dorada (Pub)

Had a good experience at this place last night. Rana is a cool hangout with a real pub feel. The music is typically spot-on (last night was a bit repetitive, but on previous occasions we've really enjoyed the mostly rock-oriented selection). The menu is perfect, nice selection of brews and other libations, plus some good pub food (all day Irish breakfast available here! Let me know if you try it!). We usually order the massive nacho plate or the soft mozzarella cheese balls (always perfect, never overcooked).

I ordered Jameson whisky, which was unusually priced, just $3 for a single. When the check came, the charge was $4.50. It's not a huge deal, but you have to speak up, because if they're cheating every patron out of $1.50 that can really add up. I'm not saying they are, it was probably just an honest mistake. But it's always best to speak up, lest these things become habitual here in Panama (and I see it so often that some places do really make me wonder...ahem...Platea).

In any case, we asked the waitress, who said that she had served me Jack Daniels (which is priced at $4.50 or it might have been $4.90). Well I know full well the difference in flavor between an Irish whisky and a Kentucky bourbon, so I told her uh-uh, no way.

The manager came over and it seemed at first his deal was hey, we may have made a mistake and served you the wrong thing, but since you drank it, you need to pay. He kind of went on and on, talking nicely, but wasting our time. I simply said look, that's fine, you seem to want to charge me the higher price, I'll pay it, but don't expect me not to talk about this later (I didn't mention that I'm a writer or a secret shopper or anything, I never do. At the end of the day, I'm just another customer, and I want to see how you treat your customers). He said no, please, give us a minute, we're already printing up a new check. We want you to be happy, we want you to come back and see us again, etc.

I thought he handled it very well. I was beginning to act upset and he kept in control, polite, and definitely made it clear that I was important as a customer. I believe he was Colombian, and while I am not prejudiced in favor of them, I do think that often the ones who work here in Panama are raising the bar when it comes to the customer service manner.

Will definitely return. In these cases, we like to leave an extra tip for the waiter (in this case waitress), to drive home the fact that it's not about the money. We tipped 20% (the norm in Panama is 10% for regular service and 15% for excellent service) and it's safe to say everyone walked away from that table feeling good.

Great job Rana!

PS - If you, like me, are wondering how they can possibly charge less for Jameson than for Jack, I asked the manager and he cleared that up...because Rana is officially an Irish pub, they get special deals on Irish products from their purveyor. So if you like Irish drinks (and let's face it...who doesn't? Head to Rana to take advantage of special pricing. And when you order, enunciate!)