If you have an accident at the Grand Lux Cafe, expect to be ignored, your accident report will be misfiled and you will be conveniently forgotten. The one desert I ate cost me hundreds of dollars because I had to pay for the damages it caused. Over New Years I stayed in a suite at the Las Vegas Venetian and visited the Grand Lux Cafe three times without incident. The last day I was there I persuaded a friend to try their creme brulee and halfway through eating the desert, I bit down on some GLASS and got it stuck in my tooth. I managed to extract the chunk of glass from my molar (with difficulty) and spat out the shards of glass that filled my mouth. I called the waitress over and advised her that the soft creamy desert was filled with glass and she disappeared into the restaurant before allowing me to finish what I was saying. Eventually the manager, Pablo Cardona, came out and confirmed it was glass by rolling it between his fingers. Mr. Cardona asked me to fill out an accident form and then told me they would remove all the sugar in the area of the kitchen where the creme brulee had been made. He also asked me to call the Hotel Reception during my stay if I had any emergency medical problem from having glass in my food (like a cut esophagus). Luckily I had managed to remove all the glass from my mouth before swallowing! After arriving home in California, I visited my dentist and sure enough I had damaged my tooth. I called Pablo Cardona and was told he was on vacation. I've been calling Pablo Cardona and Cheesecake Factory Risk Services for the last four months and they are always ""in a meeting"" and my calls go directly to voice-mail.
Pros: food presentation
Cons: customer service
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