After an experience like this, I told myself I wasn't going to write a Yelp review -- but it's warranted. The reason this place sucks, it is because the management sucks. When you tell me, the reason you auto-grat the lounge is because customers walk their tabs, you suck. I hope and know you will close soon. The GM should be fired.
Let me start with the positive: the food was excellent, and I made a point of telling the consulting chef so in person when he stopped by our table.
The problem is that the service didn't come close to matching the kitchen. I don't know if it's specific to the lounge seating, but it was rough. The manager later told us our server was "one of their best," which is hard to believe -- as someone who dines at fine dining restaurants regularly and is familiar with industry standards, this server showed no real sense of service. He was slow and inattentive, and for most of the meal we were simply ignored. For example, It took him about 15 minutes to acknowledge our table, and another 15 to bring drinks -- which then sat empty for the rest of the meal with no refills offered. The one thing he was consistently attentive about was pushing the specials and seemingly mocking our requests.
After our appetizer arrived and we'd plated the individual cannoli, another server swooped in and cleared the appetizer plate almost immediately, taking the accompanying sauces with it before we'd finished using them. Silverware was another issue: our entrees arrived with none, so we had to ask for steak knives. When the server finally brought them, I asked for a fork and got a "yeah" in response as he walked off. The manager, for his part, only came by after the meal to do the standard round of pleasantries -- which is a missed opportunity, since part of any good manager's job is staying aware of how the room is being run.
The chef did come by afterward, and we talked through these issues. He was engaged on the food side and visibly bothered by the service problems -- as he should have been.
The other thing that pushed me to write this: our check included an automatic 20% gratuity, which would normally be ok, but when the server brought the payment device, he didn't mention this and simply proceeded as if we'd be tipping again on top of it. That felt like a serious red flag -- and possibly not even legal. We declined the extra tip and left.
Even the valet was a letdown. I never received the text saying our car was ready, and when we asked, they couldn't locate it. Once they did, they delivered it facing the wrong direction, which felt genuinely unsafe.
There's more I could get into, but it's not worth rehashing. For the operators, take this as a litmus test of an overall "how are we doing". No need to reach out as this was our second try, downtown was our first and it was whole other issue. We won't be back -- we'll stick with our go-to upscale local steakhouse, where the service is ALWAYS excellent, the food is just as good, and we actually feel valued as guests.
UPDATE on the 20% Gratuity Charge - I just spoke to the manager and now I am even more annoyed. She said this in regards to the auto-grat - It is because there are customers who get a little "too happy" in the lounge" and walk their tabs". My question are as follows: 1. What the fuck does this have to do with the 95% of the customers who pay their tab? 2. If customers skate on their tab, how are they paying anything much less gratuity? 3. Why aren't your servers better trained to recognize when someone is impaired? Walking a tab because customers are impaired is a restaurant or operations issue, not mine. read more