We are repeat guests at Andaz Maui and had an otherwise wonderful stay in one of the resort's villas with our family of eight. We chose Ka'ana Kitchen for our final night to celebrate our niece's 15th birthday. Unfortunately, the way restaurant management handled a very simple wine issue completely derailed the evening.
My father-in-law ordered a 2018 Heitz Cellar Cabernet Sauvignon, specifically as listed on the wine menu. The bottle brought to the table was a 2019. We noticed the discrepancy before it was opened and politely pointed it out.
This should have taken 30 seconds to resolve: acknowledge the mistake, apologize, and offer an alternative.
Instead, our server became defensive and tried to explain why the different vintage should not matter. Restaurant manager Matthew then became involved and continued focusing on why the 2019 was supposedly equivalent.
But we were not asking for a discount or debating the quality of the wine. The restaurant listed a 2018 and presented a 2019. That was the entire issue.
Matthew told us he had consulted the wine director, Vivi, so we asked to speak with her. That was when the situation became genuinely unacceptable.
Rather than simply acknowledging an obvious and easily correctable mistake, Vivi was remarkably defensive, dismissive, and confrontational. She repeatedly told us that vintages "change all the time" and defended the restaurant's handling of the situation. When we pointed out that staff should verify the vintage being presented against what is actually listed on the wine menu, her response was essentially that she would "take that into consideration."
The tone was astonishing. We have dined at excellent restaurants throughout the U.S. and internationally, and none of us could recall ever being spoken to by restaurant management that way over such a straightforward issue.
Bringing the wrong vintage was a minor mistake. Refusing to own it and treating guests as though they were the problem for pointing it out was the serious failure.
Before our entrees arrived, Matthew returned, apologized, and told us the wine would be comped. We appreciated the gesture, but the apology felt more like damage control than genuine ownership of what had happened.
He then told us that he had checked the surname on our reservation, realized our family was Korean, and explained that he was Korean as well and that his mother would not have approved of how we had been treated.
That was extraordinarily awkward. Why should learning that we were Korean have changed his assessment of whether we had been treated appropriately? Our ethnicity should have had absolutely nothing to do with recognizing that the situation had been mishandled.
After that interaction, other staff members delivered our entrees and our server essentially disappeared. I had specifically asked before ordering the ahi whether the kitchen could provide a piece without the prominent tough white connective tissue and was assured the request would be communicated to the chef. The tuna arrived with exactly what I had asked to avoid, and our server never returned to check whether it was acceptable.
My 15-year-old niece was also served an expensive steak with a knife so dull she struggled to cut it. Portions of my accompanying noodles were cooked until hard and crunchy. When our server finally returned near the end of the meal and I pointed out the noodles and asked that he show them to the chef, his response was simply, "That's how it's made."
The restaurant ultimately comped the wine and took care of several desserts and drinks, which we appreciated. But removing items from a bill after an experience has gone badly is not the same as good service recovery.
What began as a trivial wine-list discrepancy became a cascade of defensiveness, a remarkably unpleasant interaction with the wine director, an inappropriate and uncomfortable reference to our ethnicity from the restaurant manager, and then a noticeable breakdown in basic table service.
That is especially disappointing because we genuinely love Andaz Maui and return regularly. We had spent a fantastic family vacation together in one of the resort's villas and deliberately chose Ka'ana Kitchen for a milestone birthday dinner on our final evening.
Mistakes happen. Great restaurants own them.
I sincerely hope Andaz leadership reviews what happened at our table, particularly the conduct of the restaurant manager and wine director. This was not simply an incorrect bottle of wine or a disappointing meal. It was a failure of hospitality and service recovery that warrants serious management attention.
Eight members of our family left what should have been a wonderful birthday dinner talking about how badly Ka'ana Kitchen handled something that should have been effortless to correct. That should concern a resort of Andaz Maui's caliber. read more