When my hubby and I visited King Estate last winter for wine tasting and lunch, I summarized the experience as barely four stars. The hiccups were a mixture of misses in food and lackluster service.
Our follow up visit was last week. This experience was better than the first and we came up with a solid four stars. But the sticking point keeping this from five stars was still service. Although in an entirely different way than the last time when the server behaved as if inconvenienced by her customers. This time one of our lunch guests summed up our experience like this: "Stunning setting. Stellar food. But I'd give them low marks for service, wouldn't you?"
Taking his observations one at a time...yes, exactly right.
SETTING
We planned lunch at 4:00 on a Monday, to avoid most of the summer crowds and be able to eat outside. (Even with reservations, which we had, those tables are first come.) There was a wine release on that Monday, so crowds were more than might otherwise be there on that day of the week. Still, by 3:30 most tables were clearing out and we were able to be seated outside. Highly recommend you sit outside if you're visiting King Estate during the months when the patio that overlooks the view is open. This is a stunning place for sure.
FOOD
All four luncheon entrees, from a housemade pappardelle pasta with fresh peas and goat cheese, to crab cakes with a cucumber - apricot salad (seriously), to a pulled pork sandwich, to a lamb "ham" sandwich were wonderful as assessed by the diners eating them. Perfectly seasoned, beautifully presented, and at about $12 each for the entrees, fairly priced for the quality.
Our dessert choice of chocolate marquis was mmmmmm-arvelous and plenty big to be split four ways. We didn't pay for the dessert - $8 as I recall - because the waiter "comped" it given the achingly slow service.
SERVICE
By 3:30, when we were seated, lunch service was wound down to just a few tables being occupied. Yet there was a loooooong delay between the time the server, an exuberantly friendly and likeable guy, first greeted us and then returned to take our order. Still, he was so darned charming and knew the menu well to advise us on ordering that we forgave the lengthy delay.
Once the food was ordered, it came out of the kitchen relatively quickly (delivered by a runner) and at perfect temperatures for each dish.
No follow up at all by our waiter to see how things were.
Then, once the bus boy removed the our empty lunch plates, it took far too long for the server to check in with us about a dessert order.
See a pattern here?
Once dessert was ordered, it took a VERY long time for it to come out of the kitchen. We caught the server's attention. He said the kitchen had new people who were, in his vernacular, "being stupid" and hence the dessert delay.
Really?
Throwing the kitchen staff under the bus with the customer is something that makes me cringe.
Here's a option for how this could have been presented, "I'm so sorry about the dessert delay. There was confusion with the order. I'll have it out to you in a few minutes."
He did the right thing when he presented the dessert, which was to say that it was with his compliments given the delay.
But here's the rub.
Maybe it's because I used to wait tables at a swanky restaurant in my college days about a thousand years ago. But I could see our server cleaning up the wait station, chatting with his colleagues and in general taking a leisurely approach following what must have been a challenging lunch service before the slow down. Each time he came to the table he would say "Sorry for the delay..." But the delays were of his making.
What saved his bacon with us (and his 20% tip) is that he was so charming and we enoyed the stellar food and stunning view...in spite of the slow service.
But, we cringed to have him throw the kitchen staff under the bus for a problem that could have easily been rooted in his error given the leisurely mode in which he was operating. At a Greasy Spoon "the other guy dunnit" approach by the wait staff might not be a surprise. But at a high end restaurant like King Estate....hmmmm. Next time were he to serve and this to happen, I wouldn't be so gracious with my tip. read more