We chose Altura for a rare date night and decided to splurge, ordering the $138 Wagyu ribeye,…read morelobster bisque, yellowfin tuna collar, wine, and cocktails. Unfortunately, for the price point and reputation, the experience was incredibly disappointing.
We had a 9 p.m. reservation, and the restaurant was very quiet by then--maybe three occupied tables. Since we were sharing everything, we told our server to bring dishes out whenever they were ready.
About 20 minutes later, the lobster bisque arrived lukewarm, followed by our wine. The soup itself was delicious, so we shrugged it off. Things happen.
Unfortunately, it continued from there. Our entrées didn't arrive for another 40 mins or so. The tuna collar was also lukewarm and overwhelmingly salty, as was the salad served with it, so nothing to balance it. The Wagyu ribeye--the $138 centerpiece of our meal--was not medium rare as ordered and was so heavily salted that neither of us could enjoy it. My partner managed about a quarter of it, and I had a few bites before we finally gave up.
We respectfully explained our disappointment to our server. She was courteous and offered to bring us something else, which we appreciated, but after waiting nearly an hour for our entrées, it was closer to 11pm and we simply didn't want to start the process over again.
What surprised us most was that there really wasn't any response beyond the offer to order something different. No manager came by, no acknowledgment was made regarding the largely uneaten $138 steak, and there seemed to be little concern that multiple dishes had arrived lukewarm and excessively salted.
Having spent 15 years working in customer service at various levels of dining, I completely understand that kitchens have off nights and mistakes happen. I also know it's uncomfortable for guests to speak up--we certainly weren't looking for a free meal. But at this price point, when a guest respectfully tells you that multiple dishes were problematic and leaves most of an expensive entrée uneaten, I would expect some acknowledgment or effort to make the experience right.
We went into the evening excited to spend the money and enjoy a special meal together. Unfortunately, the food, timing, and response to our concerns simply didn't match the level of dining or price point we expected from Altura.