Worst service ever! Really a shame because the food is good and the setting is beautiful! My review is NOT based on one experience. We live in the hood and like I said, it's beautiful; so we really wanted it to be ok. We have tried 7 times. SEVEN! Service is consistently terrible!
The final straw...
Reservations for 10 people, 11am, brunch on the patio confirmed 2 weeks prior.
They texted, and I re-confirmed, 2 days prior.
I called morning of, NINETY minutes before reservation, to assure everything was ready for my group and asked for umbrellas to be placed ahead of time to shade our table.
Arrived 12 mins. prior to reservation time. After much discussion among employees at the hostess stand and a reasonable wait, they walked us outside and ...there was NO table set up for us. Why they walked a group of 10 outside when they didn't even have our table ready is beyond me. I saw a table that wasn't set yet, but that could accommodate our group, and pointed it out. She said, 'No, we have a reservation.' I said, 'I have a reservation!' She said, 'Their group is 14 people.' We stood in the sun while they pushed some tables together, carrying chairs over, etc.
They said they would move the umbrellas. We waited about 15mins., and started to move them ourselves. Only then did someone come over to help move them. We were seated for 25 minutes, still no water or anything. My husband went inside to find servers standing around and asked for water for our table. A server immediately began to say, 'I told so-and-so to get water...' Blaming someone else instead of just apologizing and saying you'll get it is infuriating, not helpful; and should be server lesson 101. We were there a FULL hour before any of our drinks arrived. Our food arrived over 40mins. from ordering. So, if you've gotten this far, we were there 1hr. and 40mins. before getting food.
Meanwhile.... A group of 7 adults and 1 child were sat at the table they would not let my party of 10 adults have because 'they' had reservations. See photo.
40 minutes after we were done eating, drinking, talking, etc. I had to go inside to ask for a bill. Had I not, who knows when someone would have come out to check on us again or have us pay.
Our server apologized for the wait, but no manager, or other person in charge, addressed the fact that my group was having all these issues. As we were leaving, and only myself and one other guest were walking away from the table, some woman came up to me and said, 'Do you need anything else?' I said, 'No.' Out front, one of my guests asked me if that woman had talked to me about everything. I said, 'No, she just asked if we needed anything else.' Then he told me that she had approached him and said, 'How was everything?' He replied, 'Oh, we had quite a few issues, you may want to talk to that lady over there.' (pointing in my direction) So... I guess asking if we need anything else as we're leaving is the same as asking how everything was. Which of course, it is not!
So terribly disappointed to say the least. Don't accept reservations if you can't handle large groups. Don't take groups outside when you don't even have their table ready. Don't deny a group that is already there with 10ppl. an available table because some other group was coming in 90mins. with less people. Don't blame others for not bringing water, just correct it.
I understand having issues, maybe 5 people called in that day, I don't know, but it would have done a lot for a manager to stop by and address the problems and/or apologize. We were there a total of 3 hours, and that never happened. POOR! (To say the least).
This restaurant is part of the Arizona Biltmore Hotel which is an LXR property.
Here's what GOOGLE says about LXR- 'LXR hotels offer bespoke service and personalized touches.'
No, just no. read more