Great Food - Improvable Service (Incredibly slow and sketchy) - Conflicted Space
This is a hard review to write. This could be a great place, but I am afraid it is not.
1. GREAT FOOD. The food is exceptional. If that is your only concern, then Narru is good for you. It has top-quality ingredients. And a very sophisticated cooking. The clamps a la plancha are in their right point of cooking (salty for my taste). The cocochas (served in two versions - al pil-pil and braseadas) are out of this world. The callos are just perfect. Food here is exceptional.
2. HALF HOUR WAITS: EVERYONE WATCHING THEIR PHONES IN A FOODLESS RESTAURANT.
While I loved the food, and desperately wanted to like this restaurant, as time passed it was hard to believe how not great the service was:
- The tone in any interaction was incredibly informal to an extreme that made us feel uncomfortable. Everyone kept calling us "chicos", which is something like "kids". I mean, I am in my fifties, it is not that I want to be called sir, but a bit of a neutral warm but professional would feel less invasive or infantilizing.
- The wait time between dishes was unbelievable. Almost half an hour in some of the cases. There are 8 tables in the room where we were seated and for long periods of time no table had food. The entire room was waiting for food to come most of the time. The situation was very weird, since after a while, most people did not have anything else to tell to each other and they just watched their cell phones. So imagine a room with all 8 tables with people with no food on their plates, and watching their phones. It definitively did not feel like a fun place where food is celebrated. The long long long long wait times totally ruin the experience. I noticed that most tables did not order dessert. As soon as they get a chance to leave, they took it.
- The waiter was unprepared: 1. He dropped the oil on the table cloth. 2. He dropped a dirty fork on my sweater and just said an automatic "my apologies", but neither checked that I was covered with oil, nor did he offer help cleaning it: nothing (quite weird in a restaurant of this price). 3. The waiter asked us to retain (on the table cloth) the dirty forks of the first course, to be reused for the second. The table cloths got dirty and the flavors of the different dishes mixed. Unbelievable in a Michelin recommended restaurant like this. But then for the following courses he changed cutlery. Difficult to understand this lack of consistency, that actually felt cheap.
- No one paid attention to our table. We run out of water and no one offered a new bottle. No-one actually attended the signs we were doing to discreetly call waiters. The same with bread. We felt abandoned.
3. A TABLE BY THE RESTROOM. The space is apparently nice, with this kind of Navarra Opus Dei School of Architecture corporate modernism; with black painted steel and wood paneling; and acoustic ceiling with magnetic fixtures. That is the first impression.
Our table was separated from the rest of the room by the restrooms. Whenever anyone came to the restrooms we would feel and see them coming and leaving. This would have been totally unnecessary with a slightly more careful distribution and left us feeling uncomfortable during our entire time there.
When looking carefully to the design, we realized that it put most tables in awkward situations. Definitively, the design is improvable.
Ultimately, this is a seemingly good place, that when experienced it does not really work. I wished the management read this feedback, because in the food they do big efforts. read more