I'm writing this review on behalf of my wife and in-laws. It's a good thing that I was unable to make it. We will leave it at that.
Imagine planning a birthday dinner for your siblings 25th birthday (at her favorite restaurant - not any longer to say the least) with a Mare event coordinator, Maria, for a month and a half, including several detailed email exchanges for securing a private room, decor, dropping off decorations the day of, etc. only to a show up to a rude and disinterested staff who have done nothing to accommodate your plans. Only to have a table for 15 people in the middle of a restaurant that wasn't even ready! Imagine showing up and there's no private room, no flower arrangements or decorations set up (that were dropped off hours in advance at the direction of the event coordinator), and a hostess who makes you feel like you do not belong in the restaurant? Imagine finally being able to set up the decor as the guest of honor is walking into the building only to have the hostess request that you remove the decorations because they will be in the way! Imagine spending countless hours and hundreds of dollars printing photos and setting up flower arrangements, that the restaurant was aware of and encouraged, and they tell you to get it out their way! Then when you decline they angrily and annoyingly continue to set the place setting because THEY were late and THEY screwed up. The hostess and staff were aware of the box of decor, saw the family trying to set up, and THEN proceed to tell to them to move it. There were multiple opportunities to admit that they messed up or request that they not set up the decor and they waited until it was almost completely arranged. The staff was disrespectful, disorganized, unapologetic, arrogant, and completely inept. Most of the attendees were of Cambodian descent and a pillar of their culture is respect. The disrespect permeated more than anything.
The manager, Justin, was equally as useless. "Like I said, sorry, someone dropped the ball." Thanks for the disingenuous and apathetic response, pal. How about you do something about it? You are the manager, it's your job to take it on the chin and make things right. Not blame others and do nothing. Your insincerity was felt by the people who heard your sad explanation and excuse machine of a mouth.
Another manager, Katherine, spoke with my wife with more sincerity and was sympathetic to the situation after reviewing all of the emails and confirming that Maria dropped the ball big time. She offered a $100 gift card for their troubles. We don't need the free ride, despite the judging vibes your hostess gave the family. I'd rather you have done nothing. It would have been less insulting. It's one thing to drop the ball, mistakes happen. I don't know that anyone is even upset with Maria (mildly). They're upset with the way that they were treated by the hostess(es), manager, and other staff. There was no basic human decency, admission of error, or empathy for potentially ruining a big day is someone's life. The guest of honor is the sweetest, young lady who had previously loved your restaurant and frequented it often. She did not deserve to be treated this way. Neither did my wife who was so excited, for a month and a half, to coordinate a special 25th birthday dinner for her sister. Instead, the behavior of the staff made it a bad, terrible experience. To boot, the food was subpar. None of the attendees nor their extended family and friends will patron this restaurant again.
My wife and I frequent many high-end restaurants in the city and have friendships with many proprietors of these establishments. There is a level of respect and appreciation that should held in high regard for your patrons. The patrons shouldn't feel like the restaurant is doing them a favor by existing. Especially when it doesn't come close to delivering on the service or food for that matter. "Premier Hospitality Group". What a joke.
I can empathize that it is extremely difficult to hire quality staff in today's day and age. Many young people exhibit little-to-no work ethic, a strong sense of entitlement, and zero accountability. Perfect case study here. These challenges are evident throughout society in a variety of establishments. We are patient and empathetic and will deal with poor service or a subpar meal without any complaints because we understand that proprietors of the businesses are experiencing significant challenges. Again, things happen. But the disrespect, apathy, and arrogance? ...the real point of contention. Mind blowing. The leadership at the restaurant should have stepped in and made things right. They fell short to say the least. read more