We chose this high-end restaurant for a special evening celebrating both an anniversary and a…read morebirthday. There were eight of us, several of whom traveled nearly an hour to be together. Unfortunately, what should have been a memorable evening became one of the most chaotic dining experiences I have ever had.
To be very clear: the food was excellent. The appetizers and entrées were delicious. This review is entirely about the service and overall execution, which was extremely disappointing.
My sister-in-law and two friends arrived before I did. Approximately 20 minutes after I arrived, my sister-in-law still had not received her glass of wine, while the other two had finally received their drinks. She was then told that the wine she originally ordered was unavailable--approximately 20 minutes after placing the order. She chose another wine and ultimately waited about 45 minutes after arriving to receive her first drink.
Our appetizers were also delivered sporadically. The first arrived after about 25 minutes, with the others coming roughly 10 minutes later. Our remaining drinks took another 20-25 minutes, and at one point two guests still hadn't received theirs and had to remind the staff what they had ordered.
I spoke directly with a manager at that point because I wanted to make sure he understood how the evening had started. Given the repeated delays, we decided to order bottles of wine rather than continue waiting 20+ minutes for individual drinks.
I told the manager exactly which three bottles we wanted and even pointed them out on the menu when he asked. Five minutes later, our waitress came back with a pen and paper and asked us to write down the exact wines we wanted from the cellar. At that point, I was honestly flabbergasted.
When the wine finally arrived, one bottle was placed on the table unopened. The waitress attempted to open another, apparently hurt herself, and walked away without explaining what had happened. I later learned she had injured herself and genuinely felt bad about that, but the lack of communication left us very confused.
She eventually returned with one opened bottle--but we had no wine glasses. One of our guests had to ask for them. We requested one for everyone, but two were missing. We had to ask again, and the wine still wasn't poured. When I asked about the other two bottles, I was told she couldn't open them and was waiting for someone else to do it. We had ordered three bottles for eight people and could only actually drink from one.
Again, the food was fantastic, which made the service issues even more frustrating.
At the end of the meal, I asked to have the bill divided into three checks. We were told their policy doesn't allow customized checks for parties larger than seven. Normally, I would have accepted that. However, given everything that had happened, I asked if they could accommodate us. I wasn't asking for eight separate checks--just for the drinks and appetizers to be divided among three checks so my husband and I could cover my sister-in-law, who had only had one drink.
They eventually accommodated the request, but not without considerable frustration. They then offered complimentary desserts because of the problems. We declined dessert and asked instead to have two drinks comped, which they did.
Unfortunately, there was one final issue. We were given QR codes to pay our checks and added 18-20% tips, despite everything that had happened, because we knew many of the problems weren't necessarily our waitress's fault. When we received the printed checks afterward, we discovered that gratuity had already been added to all three checks. It had not been clearly indicated on the bills we paid, so we had unknowingly tipped twice. We had to get the manager involved yet again to have the duplicate gratuity corrected.
To say the evening was a cluster**** would be an understatement.
I worked in fine dining in my twenties and frequently dine at high-end establishments. I understand that busy nights happen, mistakes happen, and not every issue is within a server's control. But this was not one isolated mistake--it was a continuous breakdown in communication, timing, coordination, and attention to detail.
What makes this particularly disappointing is that eight people made a significant effort to travel to celebrate an anniversary and birthday together. We came expecting a special evening.
The food was worthy of the restaurant. The service was not.
I sincerely hope this was an unusually bad night, because with food this good, the restaurant has the potential to deliver an exceptional experience. But at this price point and for a high-end establishment, the level of disorganization we experienced was simply unacceptable.