I had high expectations for this place given that this place earned its spot in the Top 50 Best Bars North America list. We didn't have a reservation in advance on Sunday but found a reservation when we arrived at the bar. We went through the ID checks, the usual. The demeanor of the hosts and management need improvement. Otherwise, the service when we ordered drinks and the quality of drinks were really good. I feel like some negative reviews also voice the same issue. While my issues were resolved via compromise on both sides, I am still leaving this as a 1 star since I was not particularly satisfied in the way this is handled compared to numerous other visits at bars and restaurants of high caliber (as demonstrated in my repertoire of reviews)
We got the Kelpie and Northern Lights, both fantastic drinks with good presentation and show. Kelpie tastes like seaweed in cocktail form, with a bit of herbal notes from aquavit. The Northern Lights is presented with a smoke effect and is tangy and refreshing. Drinks were excellent.
A few issues were mostly from hosts/manager side which caused pain to the beginning and end of the visit
- We walked in, full house, it is busy I get it. Sunday 8:45pm. I found reservations for 9:30pm and let them know and I trust their understanding of waitlist and reservations management. Both the host and I communicated thoroughly throughout the process, so credit is due here.
- However, we were perusing the menu within earshot of the host table, and a couple without a reservation social engineered their way to bar seats. So I asked what the situation was and they said they were at standing tables for drinks, but they were lying since we saw them get the 2 seats at the bar
- So we decided to not wait any longer and were at the standing tables. Not really a big deal, would have preferred that this was an option to begin with since we were there for drinks and they did not even communicate this option to us (I'd imagine Saturday would be busier and given they supposedly do a good job with waitlist and reservations, they should've communicated this as an option for us)
- We enjoyed our drinks. 9:35pm comes around, they apparently double booked and prioritized someone that had 9:30pm reservation too, that came after us, and left us still at the standing tables. It made no sense like we would've seated and finished our drinks and have those bar seats free.
- Finally, they tell us the bar seats are available at 9:45pm and we were already done with the drinks. We didn't plan to order more so we wanted to speak to the manager who did not want to comp the drinks (I understand the POV but at least be more apologetic and side to the customers. Food and beverage usually side on the customers to appease them, but here the manager 100% sided on the host without wanting to hear our side fully and even if he listened, he still does not change the stance). Instead of comping the tab (which this situation at least warrants a discount), the compromise was to give us enough short stories (small cocktails) that somewhat equal to the cost of the 2 cocktails (which was about 60 CAD). Which is fine, I would've preferred drinking less but given the stubbornness I didn't want to get a worse deal so we sat at the bar and enjoyed the mini cocktails). So the issue is resolved via compromise which could have left a 3 star review but the way the whole situation is handled sadly pushed me to write a 1 star review. read more