I wanted to love Hilo. Friends from NYC highly recommended it for both the seafood broth and the experience. Unfortunately, this was one of the most frustrating dining experiences I've had in a long time.
We booked the 8:00 PM seating, one of only two seatings that evening (6:00 PM and 8:00 PM). We arrived around 7:30 PM and were told they weren't ready because the entire 6:00 PM group was still there. Fair enough. We were asked to come back later.
When we returned at 8:00 PM, guests were standing outside because the restaurant had locked the door. Despite having an 8:00 PM reservation, we weren't allowed in or seated until around 8:20 PM and didn't receive food until after 9:00 PM, all while many of the 6:00 PM guests were still dining.
The seating situation was complete chaos. Guests were shuffled around the restaurant as tables slowly opened up. Some of the 8:00 PM guests were crammed together while the 6:00 PM was still finishing up, and people were continually being relocated. There were even guests from lunch services still occupying tables and screaming to the chef.
Adding to the confusion, people were constantly walking behind the sushi bar to take photos while raw seafood was being prepared. Personally, I found that uncomfortable and unsanitary.
Instead of acknowledging the delays or apologizing, Chef Hilo repeatedly explained that he was running behind because he was entertaining celebrities, important people, and high-profile guests. He mentioned several times how popular he was, but never once apologized to the guests who were waiting.
The commentary throughout dinner was uncomfortable and inappropriate. Conversations drifted into topics involving sex, race, his dating life, his divorces, and other personal details that felt completely unnecessary. At one point, he openly told a woman that he would "bend her over" if her husband wasn't sitting next to her.
He could see the very irritated look on my face and said, "You look like you want to eat my hand." I responded that I would like to eat at some point, considering we'd been waiting over an hour beyond our reservation time. Rather than recognizing the frustration, he asked what my problem was and loudly told me that I didn't have to be there if I wasn't enjoying myself. Had there not been a reservation deposit involved, I would have left.
The frustrating part is that most of the food was actually pretty good. The fish quality was excellent and several bites were memorable.
The standout person of the evening was Chef Siverio. While Chef Hilo spent much of the night talking, Chef Siverio appeared to be doing most of the actual work. He was professional, attentive, and genuinely seemed to care about the guest experience. He was easily the highlight of the evening.
I rarely reduce gratuity because I understand how difficult restaurant work can be. In this case, I lowered the tip and handed Chef Siverio cash directly because I wanted him to know his efforts were appreciated.
What became obvious throughout the evening was that Chef Hilo knew we were unhappy. At one point, he told another couple that he knew how to "read a room and adjust accordingly," as he is trying to give us all of our food to rush us out. Yet there was never an apology for the delays, the disorganization, or the atmosphere.
The food was excellent. The hospitality was not.
I left remembering this guy's ego more than the fish, and that's never a good sign. The friends who recommended Hilo to me had a completely different experience because they were the only guests there that night. Unfortunately, that wasn't the experience we received.
If you're looking for great fish, you'll probably find it here. If you're looking for a great omakase experience, I would strongly recommend managing your expectations and taking your money elsewhere. read more