We picked this restaurant because of its two James Beard Foundation Invitations and overall reviews. Honestly, we were somewhat sadly underwhelmed. I really wish that Yelp allowed you to give half-stars. Were this the case, I would have given it 3.5 stars. Having said this, the quality of the food was a pretty solid 5, so if that's all you're after you can quit reading at this point. The problem was more with the service. There's a slight caveat however. The earliest reservation we could get was for 9:30 so we showed up early to see if we could sit at the bar and maybe snag a table a little earlier. When we went upstairs to the bar itself we were informed that the tables up there were first come-first served and that they offered the same menu as the main dining area downstairs. There were plenty of open tables upstairs so we decided to eat there instead. Consequently, I don't know if the level of service is any better downstairs or if its the same.
Like a lot of Key West's finer restaurants, this place is sort of "laid back fancy." In other words, you could show up in a three-piece suit or shorts, t-shirt and flip-flops and not feel out of place either way - which is really nice. But despite the easy-going vibe, a good restaurant should still maintain high service standards. We were attended to right away by the gentleman who explained how the upstairs worked. We ordered our drinks from him and they came out relatively quickly and were absolutely fantastic. So far so good... and then it started slipping.
We ordered our appetizers as share plates which came out shortly after we got our drinks. It would have been nice to let us sit for a few minutes so we could unwind and enjoy our cocktails, but whatever, it was fine. What was not so fine was that they forgot to bring out the little plates for the appetizers so we sort of sat there staring at them. We eventually flagged someone down who provided them. There was also no silverware. In keeping with the overall chill atmosphere, the tables are not set rather the silverware (fork and knife) is kept rolled up in paper napkins in a little decorative bucket on the table, which is great, but whoever was in charge of re-filling the little bucket of silverware sort of dropped the ball and let it run down to one set which I offered to my wife. Not a big deal, I'll just ask for more. No one came back to check on our table for a while so I ended up wandering over to another table and swiping a set. Again, no big deal. While we were still n the middle of the appetizers, the mains came out. Now all our various items were sitting there at once. While we ate one thing, everything else sat getting cold. It was more like our appetizers and mains just became four tapas. One of the mains, a seafood soup, came out without a spoon. It took a while to find someone who could give me one. By now, our original drinks had run dry and we were hoping for a second round before finishing our meal. That didn't happen. Our server was pretty much MIA. A busser would occasionally swing by and randomly take away a dirty plate or empty glass but leave other used stuff behind. There didn't seem to be any real method to it. When we finished our meal our server finally came back so our second drink order became our "desert drinks" instead (which were again outstanding). In a nutshell, the food and cocktails were excellent but the service, on the other hand, was lackluster and didn't measure up to the food.
As most people know, great service coupled with even average food can still result in a great overall dining experience. But poor service coupled with great food often results in a poor overall dining experience and leaves one feeling let down - which is sometimes what a diner remembers most about a place. That was the case here. I hope this is not their usual standard of service because the food is truly wonderful.
The bottom line: The food here is excellent. The location on Duval is awesome. The house the restaurant is located in could use some TLC but it's otherwise nice. The service, at least upstairs, needs some work. read more