Good Food, but Poor Service, on 1st Floor, The worst is the Arrogant Manager.
We had dinner on the first floor for this 2014 Summer Season in May.
Unlike the brick cellar's service in the basement, the summer staff at the 1st floor for more upscale dining was the worst in its category on the island so far in May- June 2014 compared to Salt Water, Alchemy, Chesca, State Road, etc.
The server, although he was in his late 40s or early 50s, was not trained properly, as if it was his first day, without training. We didn't order wine but he would not even remove the extra sets of silverware and wine glasses. He did not know what type of beer they had.
The appetizer was 45 min delayed, but the waiter did not even come and check with us until the hostess apologized after first 35 minutes. In fact, the hostess noticed the extra sets were sitting at the table and she herself removed those extra sets, finally.
10 minutes later, the appetizers arrived.
But, next 10-12 minutes, other staff and the waiter brought the main dish again while we were still eating the appetizer and one of us did not even finish his salad. Again, this could have been avoided if the waiter came to check our table now and then.
Although the main course arrived TOO early, the main course was not hot enough, they must have been sitting in the cold pantry table too long without the warmer. The main course did not taste as great as any other times we had before.
I had ordered another beer, when he put the main dishes, but the waiter again forgot it totally until I was almost done with the food again, and I had to remind him again. That was another 20 minutes of delay.
Totally offended by the waiter's service, who would not attend the tables at all, we decided to have the dessert somewhere else. But, again, this waiter showed little frown to us as if it was a rejection or disapproval. Now, it confirms that he was being arrogant and he could not hide it.
And, on the way out, there was nobody at the station to leave the comment.
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Today, my dear summer resident friends have arrived and we would head out to Atria again, but, to avoid the bad service, we decided to book the basement - the Brick Cellar. After the booking, I took this opportunity to address the problem last time to the hostess. The manager was requested but not in yet, she said, and she suggested taking the message for the manager. She was apologetic and she would make sure it would be forwarded to the manager.
Then, all of sudden, the young manager, Nathan, snatched the phone from her, and, he insisted I should repeat my complaint. And, he was already confrontational. I told him that I already had spoken to the hostess. He said, that should not be addressed to her but him, and, I told him that could be your additional training issue of your staff. No apologies, he further accused that why I was complaining about the past experience, after many several weeks later, and there was nothing he could do as my complaint was being made too late. He made me feel as if I had wanted the money back. That was utterly rude.
Not only that, he suggested I should not come in tonight if I didn't like the restaurant. I said I was complaining about a waiter, not the restaurant, and I did not expect this over-defensive reaction from the manager, I told him.
Again he flatly asked me if I would want to cancel the dinner there tonight, only to make me get more angry. I clearly said NO. We would be coming in.
All along, he refused to apologize.
I corrected him that no manager should ever accuse the guest for being poorly treated by their staff. And, I reminded him that there was nobody to speak to, as nobody was at the station before exiting.
In fact, I reminded him we were making a reservation as regulars, today, and I wanted to comment on the areas where the service has to be improved. But, he would not apologize at all.
***And, he once again, said, "Are you sure you don't want to cancel the reservation?" just to annoy me one last time.
Well, I hope the owners read this and properly apologize to me in person.
As the other reviewer said, their waiting service is getting worse. They did have good servers before but they are replaced to these strange and poorly-trained waiters in 2014 Summer season.
Not only that, Nathan, this arrogant young manager is acting like a bully. That explains the poor service. It is well-synchronized poor service, except for the good food. By saying this, I still hope their service match their kitchen's effort.
Too bad, the owners are nowhere to be seen. Where are they? read more