HORRIBLE SERVICE - Astounding Management Failures. As a former casino resort food/beverage manager with Michelin-star fine dining experience, I am astounded by the operational failures and horrible management at this restaurant. We came to celebrate my husband's birthday on opening night, having eagerly waited a year for it to open. We even drove an hour from Lewisburg after being told via phone it was cash-only and walk-in only due to no phone/internet. My husband withdrew $600. It was a complete disaster. The gondola staff were courteous, but management failed before doors even opened. Guests dressed in semi-formal wear were left sweating in the sweltering heat with no hostess, no waitlist, and zero organization. By 5 PM opening, it was a mass of confused people. The F&B manager appeared and simply told everyone to line up like a cafeteria. The order of arrival meant nothing; we ended up behind parties who arrived after us. The manager gave a speech asking for patience because they only had two servers, claiming he wanted everyone to have a "great experience." It was a boldface lie. He asked if anyone was celebrating, clapped for an anniversary, but never asked if anyone else had an occasion. We were left waiting in a propped-open doorway to escape the heat. Eventually, we were told to sit on couches inside where later a child was yelling and running around in circles. Another party asked to wait at the bar and he said sure--options never mentioned in his speech. The manager was chatting at the bar while the poor hostess looked panicked as parties of 8 and 11 walked in. When he asked her who was next, she looked frazzled. I looked right at her, she remembered us, and pointed us out. I told the manager how excited we were and that we visit the resort often. He literally waved me off and said, "Great. Your table is that way." The server walked us to a four-top and poorly attempted to pull out my chair. Our water glasses were flipped, there was no stemware, and a fourth place setting remained the entire time. Our server was a very slow, low-energy, soft-spoken young man. He gave us menus and asked if we wanted water. We said yes and flipped our own glasses for iceless water. The menus were cut in half from what was shown in the gift shop, missing almost everything from the news article. I gave him my bar order, and he told us we could order appetizers then just stood there. My husband asked a question about a menu item, and he just said, "That's just how it comes," explaining nothing. We ordered two salads. The server took the menus and disappeared.Meanwhile, the party of 6 behind us had an amazing female server who was bubbly, fast, and gave them ice water and rolls. Our guy was gone. Then, the manager and hostess moved a table to our right to accommodate a larger party, leaving my husband's elbow hitting the corner of that table. The space is tiny, fitting maybe 25-30 people, not the 45 claimed. I asked the manager if he wanted us to stand so they could move our table to the left. He snapped "No!" in a highly agitated tone. My husband insisted he didn't want to sit that close to strangers, so they moved it, but the manager became visibly perturbed.Our server finally reappeared with just my drink. I asked if we could get the bread everyone else had. He flatly said, "Oh, you want bread?" and left. My son asked if this was a water-only establishment because neither he nor my husband were ever offered drink orders. The table of 6 next to us already had their second drink refills, appetizers, and their waitress was explaining the restaurant's special elderberry butter. Our server finally arrived, placed the bread down, and flatly said, "This is elderberry butter."We were done. I told him we were canceling our order and going elsewhere, but would pay for my drink. He puzzledly said, "It's cash." My husband told him to just bring the check. He went to the manager and returned saying, "It's on us." The manager never came over. We were one of only five tables actually seated on opening night, and he completely ignored us. He never spoke to us at the door either. It felt like a "good, I need that table for someone else" vibe. We appear Hispanic but are not--I am left to wonder if they thought we were beneath the place or couldn't afford it. We had to drive an hour to Beckley just to get my husband fed and properly waited on by 8:30 PM. This venue is NOT fine dining. The failures of the staff and management are truly astounding. Avoid if you truly want fine dining service, or if the manager has some kind of problem with you. read more
