Each star has been reduced based on certain factors including (1) Menu items listed but not presented; (2) Staff confusion and misdirection during seating; (3) service not replenished; (4) Quality and; (5) No response by management. As a RELAIS & CHÂTEAUX rated property, there is a higher "expectation" of excellence, but we have discovered that additional staff training and attention to detail is something that the Ocean House should seriously consider. While the staff were friendly, they were not of the 5-star calibre. In this instance, we refer to Cliveden, for example. While we don't expect a "stiff upper lip" pretentiousness, 5-star properties set themselves apart from the field by exhibiting, at ALL times, polished service and quality products. This is the difference between a bleacher seat and the Royal Enclosure at Ascot. Patrons are willing to pay good money for quality. In addition, this level of quality is not exclusive to those who can afford it, but open to all. One thing The Ocean House has in spades is their "open" hospitality service, sans the snobbery - thank you! In 2020, we decided not to patron The Ocean House. This takes us back to 2019 Easter buffet and beyond that. We have seen the Ocean House renovation (circa 2009) and for a time thereafter, have witnessed "quality," with very minor slip ups or lack thereof in the "attention to details" department. Some wait staff understood the value of replenishing service, especially during buffets. During plated meals, table are set according to the number of courses, but does the Ocean House expect patrons to eat with the same utensils during buffets? Perhaps this would be true at the Golden Corral, where the same utensils are used over and over again no matter how many times the patron visited the buffet islands. One thing that is not appealing is a server placing dirty, used utensils on the table, after removing the dish. If quantity is the issue, perhaps order enough place settings per reservation parties. Clearing dirty dishes and utensils are also a training skill. Is it from the left or the right??? I have witnessed BOTH and even across the table clearings too. Corner tables can be tricky, but training does help. I give patrons a lot more slack than 5-star properties. I had my share of bread rolls eaten by a patron who didn't know his/hers was on the left and mine was to their right. On the Easter 2019 menu, "Smoked Seafood Station" was listed, but the event staff didn't know anything about, including the wait staff and the woman who seated us. They kept directing us to the raw bar, instead. The 2019 Easter menu was also NOT a sample menu because I had confirmed it with the woman who called me to confirm the reservation. It was the ONLY station on the menu that interested me but no one knew anything about it the day we were seated. The Management never returned the phone call about my concern. In 2018, it was the eggs Benedict- quite runny, undercooked with "spiders", not lava-like with uniformed whites. In 2017, it was very minor things like no clotted cream with scones. It may not be a big deal for patrons who can't tell the difference, just like one wouldn't cut a scone, but pull it apart, clotted cream is almost a marriage, just like jam. I had to request the clotted cream, but the wait staff was very attentive. We attended quite a number of events, including children's events, such as Disney and tea. I don't expect too much from beach or lawn events as I do indoor/table events. Properties like the Ocean House have a ++ price tag, similar to private clubs, that many people don't understand. The service is also taxed, so you pay tax then tax on service. A RELAIS & CHÂTEAUX reputation should be a big deal. I don't expect staff to call me Mrs so and so, because Americans are a very relaxed society, but I do expect to receive the quality that I certainly pay for, but the Ocean House needs more training, in my honest opinion, to get it up to the level patrons expect of a 5-Star Property. I see Mr H. responding on Yelp, which is nice, but patrons would appreciate issues being handled at the time they arise and not after. Our "dance card" with the Ocean House was blank in 2020. Quel dommage! read more