Business ProfileforSiesta Beach Resort & Suites

A group of locals tried The Big Tiki this weekend. We were there for several hours and very much enjoyed the atmosphere, but the service was terrible. When we closed out, each of us told the waitress everything we had ordered. Paid what we were your told without question. Then they said they had to put some other drinks on a separate tab, "because that is just the way their system works" Weird, but no problem. Again, happily paid it in full, with a smile and a tip. Thanked her and got up to leave 5 minutes later. As we were walking out, we were very aggressively told we had not paid all the bill and there were items left to pay. At this point we are paying our 4th bill in 5 minutes. I questioned the manager about the remaining items, since we were not given a receipt for anything at this point, they use a hand held at the table. I asked for an itemized receipt so we could figure out who owned what and felt like we had over paid and want to check; should have been a very easy request. We told WE COULD NOT see the receipt until after everything was paid, 100% not legal. They said they could not give us a receipt because again, "that was how their system worked and she was sorry that we had too much to drink to understand their system." Again, we paid another bill after it became very clear that they had no interest in solving the issue and everyone was getting heated. The following day, I called to ask for the whole tab to sort it out with our group and we did overpay. Not only were we charged for more than we ordered, there was an 18% gratuity + 3% service charge already added. We each tipped and additional 18%-20% on top of that. When I pointed out that we had no idea gratuity was already included they told us "It was clearly printed on the receipt....." THE ONE WE WERE NOT ALLOWED TO SEE UNTIL THE WHOLE BILL WAS PAID. We did not ask for any of the food to be comped, just the error they made fixed and the overpaid amount be refunded. They told us they would refund it, but only if we took down a negative review. I have never experienced such aggressive, defensive, HORRIBLE customer service. I have attached the total bill, which clearly shows we overpaid each bill given. In addition, they told us change was given change for cash payments, which was a lie, we left it as even more tip. Payment is not based on behavior, it's math; only refunding the money they stole, if we take down the bad review is just so unacceptable and unethical. We love our island, our servers, and supporting our local businesses. Over charging, refusing to refund it unless we took down a bad review is too far, especially while having no problem taking 38%-41% in service charges while doing. Our total bill, given to us the day after, was $263.69 (including tax, 18% gratuity, & 3% service charge). Money we paid = $311.76 There is still $36 unaccounted for in the final payment that has been refused to be refunded and we were forced to pay before we could even see the bill. As well as the additional service charges that were overpaid.