Before I begin I just want to mention that I worked three to four years in the restaurant industry at multiple restaurants myself while in undergrad, so I have a decent idea of how the 'front of the house' should operate in most food establishments.
I am writing this review not only to make you aware of how disrespectfully they (especially the manager) treat their customers but also in the hope the owner(s) sees this and rectifies the extreme mismanagement rampant at this location, as the whole situation was well entirely inexcusable:
I made reservations for a birthday celebration of 12 (with three children under the age of 8) on a Saturday at 1:00 PM, and because of the size of the party, I called ahead MORE than 48 hours prior.
We all arrive about 5 minutes early (at 12:55 PM) and CONFIRMED the reservation with the hostess who informs us the table is not ready. I am thinking ok that's fine, it is a larger group and we are a little early.
Around 15 minutes later when we again inquire with the hostess about the table, we are told it is still not yet ready (at 1:15 PM) but they are cleaning it now and it will be in 5 minutes.
Another 15 minutes go by - it is now 30 minutes PAST our reservation time (1:30 PM) - and a table is STILL not ready for us. The hostess again claims it will be just another 5 minutes.
Extremely frustrated and well past the point of taking her for her word, I take a look around both upstairs and down and discover not only will a table not be ready in another 5 minutes, but there are four smaller tables scattered throughout the restaurant all with dirty dishes on them.
Keep in mind there are two other smaller parties of three and four (one with a reservation) waiting beside us in the crowded busy lobby with nowhere to sit down and servers carrying drinks, trays of food, and dirty dishes back and forth forcing us to constantly keep moving to make room for them to pass. Unfortunately for us, it's also too cold to wait outside where there would be more space.
Fed up I ask to speak to a manager and the hostess then disappears in the kitchen supposedly to get one for me. Another 5 minutes goes by and since the hostess still hasn't returned I stop one of the servers after she had finished taking an order, and ask her to get a manager for me.
To my surprise she tells me she is the manager and so I proceed to explain the situation to her. She then promises she will take care of it now and have the hostess seat us right away before heading into the kitchen herself.
TEN MINUTES LATER (1:45 PM) although the hostess finally returned from the apparent black hole that is the kitchen, the manager is nowhere to be seen and another quick lap around the restaurant shows me they are still nowhere near being ready to seat us.
I am done being repeatedly lied to by all the staff I talk to and am fully convinced the manager is now hiding in the back instead of being a mature responsible adult, doing her job, and taking ownership and care of any problems which arise. So we leave and head to another restaurant where the food was decent, the service excellent, and we didn't even have to wait more than 5 minutes to be sat. On the way out both of the other groups who were waiting for a table also decide to head elsewhere and follow us out.
It is absolutely INEXCUSABLE that not only was our reservation not honored even 45 minutes after the time it was scheduled for despite giving ample 48-hour notice, but once notified of the situation directly the manager then has the audacity to lie to my face and avoid all responsibility for the problem she and her staff created.
To top it off neither the hostess nor manager offered even a simple token apology or expressed regret for the extreme inconvenience and blatant negligence we were shown.
It is most definitely one of, if not the worst restaurant experience I have ever had.
I would avoid this restaurant if I were you, at least until the get new management and re-train the staff (particularly the hostess) on how reservations are supposed to work. read more