To the Owner (since there is no way to personally email you)
My partner and I ate at your restaurant Saturday, July 22, for restaurant week. We came down from Columbus, Ohio for the weekend and to try a couple of restaurants we have not eaten at before. While the food was good, our service was abysmal and really tainted what would have been a delightful evening. I have been a server at three of the top ten restaurants in Columbus and while I have a different occupation outside the restaurant business now, I have a critical view of what I experience and expect when dining out. I understand the challenge of getting good help in general much less seasoned servers though it is on you and the management to insure your people are properly trained. If you do not understand the basic principles of service then you have no business owning and operating a restaurant. Your front of the house staff is a reflection on you and is the face of your business.
We arrived early for our reservation though we were promptly seated. The restaurant and outside venue are just lovely. The outlook over the field and side vineyard really made for a special ambiance. One of the first things I noticed was the unprofessional dress of some of the staff. The restaurant lends itself to being somewhat upscale, as is reflected in the prices, though the staff does not project that. Short shorts and tee shirts on a couple of the young ladies is completely inappropriate. Everyone front of the house should be held to a dress code that while it can be flexible, it needs to be coherent and tasteful. Our server, Kai, was completely clueless and obviously has never waited tables before. He had no personality, no knowledge of the menu or the wines. He forgot our cocktails, forgot an extra appetizer we had ordered, did not change silverware, had to wait with entrees in front of us while it took him a couple of minutes to hunt down a couple of forks-that he should have replaced prior and why isn't there a station on hand where extra plates, silverware, glasses and water pitchers are kept?- had to hand him our dirty plates, had to ask for more water after he had been to the table more than once and neglected to observe I needed more. I actually asked the young lady who served us a dessert for more water as the glass was empty, never saw her again! Then, at the end of our meal we are handed a bill that is over a hundred dollars more that what it should have been! Unbelievable. Our unfinished bottle of wine, we asked for it to be prepped for take home and that was not addressed, we just left with the cork stuck in it I suggest you review the law on carryout wine and insure your staff knows the protocol. As we left, the front lobby was pitch black as was the parking lot and if someone goes down in your lobby or parking lot and gets injured, you're done.
There is no shortage of good eating and good service in Lexington and you cannot afford for someone to have a bad experience-especially when you are in somewhat of a remote location-because like us, we simply won't be back. read more