It's a Reality Distortion Field!
If you have read the new Steve Jobs bio, you will know what I am talking about. If you have not, just think of it as the creation of an alternate reality.
This is what is happening at Matsuhisa Vail. You have been to Nobu or Matsuhisa in NYC or LA or Tokyo or Aspen, and it is usually quite exceptional. So you naturally expect the same experience here, and while you are there you just convince yourself that the usual goodness has translated to this location.
But then something exceptionally bad or unusual happens and you say, "Wait a minute. This place really sucks!". And you are free.
We too were in the reality distortion field the first 2 times we were there. The first time we were there was when they had just opened in August. The service was WAY off, but we wrote it off to the fact they had just opened. The food was good, though a chicken appetizer was a raw.
We went for round two over Christmas, and again the service was spotty and disjointed. They really don't care if one person's food arrives and is well finished before other dishes start showing up. Entree's, appetizers, cooked food, sushi, soup, etc, it just all arrives randomly and over a good one hour + period. This is somewhat true at the other Nobu's but everything is much tighter at these places. Here, there is no rhyme, rhythm, or reason. It is just evidence that they are not really there for your benefit. One dish we ordered was eventually served a good 30 minutes after everything else was eaten and cleared and after we asked about it 3 times. But again, the food was still fine, the company was good, and the drinks were good, so we had a fun night and did not think too hard about it: "It was Nobu so of course it was good!". We were in the distortion field.
Our third installment was last week over President's week. We started with drinks, which were good but it took awhile for them to materialize. The distortion field started to weaken when the food ordering began. The waiter disappeared a few times in mid-order so that was odd. Then I asked for a tuna avocado roll, which is not a roll that is listed on the menu. The waiter said that he would check with the kitchen but he did not think they would make it. He checked and came back and said they would not make it. But I could have a tuna asparagus roll, a salmon avocado roll, or a simple tuna roll and they could serve me a side of avocado. Really. Really? Really! So they have tuna, they have avocado, you can get this roll at any sushi place in America including every other Nobu and Matsuhisa, but they won't make it at Matsuhisa in Vail. As my wife pointed out, we were not asking for sushi with chocolate sauce. We were asking for something that can readily be made and is served at their other locations. We were more amused than annoyed simply because it is the most ridiculous thing ever!
Over dinner, the fog of the distortion field began to lift. Our friends food arrived first. They were completely done eating before our food arrived. My wife had ordered miso soup and asked for it to be served first (it later came as dessert). The waiter was either slow with drinks or forgot them completely.
At some point near the end, the manager came over as we had asked for him at during the tuna roll discussion after the waiter gave us the most non-sensical answer about why they could not do it (something about the traditional differences between a Nobu vs. at Matsu, which was of course completely wrong and BS). But it did take about an hour for the manager to arrive after our request. Just one more fact that screams that they just don't care.
He actually handled the discussion well. He was very apologetic about the weak service and weird arrival times (our friends 2 pieces of tempura actually arrived while he was there after it been ordered when we started!). On the tuna roll, he said that Mr. Matsu insisted on NO exceptions to the menu for the first year they are open. Now that's the way to build a loyal clientele! At these prices and reputation, this is really absurd.
And thus the reality distortion field was obliterated by our flux capacitor! They do not care about you, me, or anyone else. So stop the madness. Don't go. They don't deserve your money. read more