Stepping into Vespa Healthy Italian Café isn’t just about dinner, it’s like stepping through the doors of an Italian courtyard, already alive with conversation, shared plates, and the rhythm of people gathered together. As Vespa has evolved from counter service into a full sit-down dining experience, owner and host Matteo Zacchino has introduced an accommodating yet structured seating process to honor the rhythm of the kitchen and the kind of Italian hospitality passed down through generations worthy of his grandmother’s nod and quiet smile. It is meant to create the best possible experience, not just for guests, but for the entire restaurant from guests to team. Recently, that structure opened an honest conversation around the idea that “the customer is always right,” and what hospitality truly means.
A Sedona Foodie: Matteo, Vespa recently transitioned to a full sit-down experience, which means guests are sometimes asked to wait before being seated. Occasionally, this has caused friction. What happened?
Matteo Zacchino: For most of our guests, a short pause five, maybe six minutes is completely understood. But recently, someone chose to text me directly, using profanity toward our service and staff. They were upset because they saw open tables and were asked to wait. What they didn’t see is the system behind those tables. That moment reminded me how important it is to clearly communicate how we operate. My team isn’t wandering they’re managing the room. Resetting, observing, pacing. Holding the rhythm that allows us to deliver what we call a home-simulating guest experience. Calm, intentional, and composed even under pressure.
A Sedona Foodie: For many diners, an empty table means it’s ready. Why hold it?
Matteo Zacchino: Because we’re not running an assembly line. We’re a small, intimate space about 50 seats and we operate first-come, first-served. No reservations. That means flow is everything. Our oven holds exactly 11 pinsas. Not 12. Eleven. Every dish is made fresh, to order. No microwave. No shortcuts. If we seat everyone the moment they walk in, we overload the kitchen instantly. The result? Slower food, stressed staff, and a worse experience for everyone. You might be sitting right away but your server would be standing there empty-handed. That’s not service.
A Sedona Foodie: So the wait is part of protecting the experience?
Matteo Zacchino: Exactly. We give guests an honest wait time so they can decide if it fits their day. And we offer ways to ease into the experience a salad, an appetizer, a glass of wine. Our dough takes three full days to make. Seventy-two hours of fermentation. That kind of process teaches patience and we ask for a little of that in return. The wait isn’t a rejection. It’s respect for the kitchen, the timing, and ultimately for the guest’s experience.
A Sedona Foodie: You’ve been vocal about rejecting the phrase “the customer is always right.” What replaces it?
Matteo Zacchino: Mutual respect. That phrase originally encouraged good service, but today it’s often used to dismiss basic decency. At Vespa, we follow something much older Dare del Lei. It’s an Italian principle of formal respect. When you walk in, you’re not a transaction. You’re a guest in our home. But hospitality goes both ways. You wouldn’t walk into a friend’s house, demand to sit immediately, and insult them while they’re cooking. We ask for that same awareness here.
A Sedona Foodie: Final message to guests visiting Vespa?
Matteo Zacchino: We’ve built a strong team of people who care deeply about what they do. Everything here is about honoring Italian roots, turning simple ingredients into something meaningful. Food is our love language. We measure our growth not just by numbers, but by the experience of our guests. Our locals are the heart of Vespa they’re our most beloved returning guests, and the reason we’re here. At the same time, visitors who find us early in their stay often return again and again. In a way, they become part of our rhythm locals, even if just for a few days.
We will continue to protect our craft, support our team, and serve our community with intention. To meet us there with presence, we ask for a little patience and trust in our process. We’ll take care of the rest.
Visit Vespa Healthy Italian Café at 1350 W. State Route 89A, Suite 22, in Sedona, or call 928-862-2228.
