I've been here twice in the past month, and have had two polar opposite experiences.
The first time we came in, we were told the wait would be approximately 20-30 minutes. This was just before the lunch rush, about 11:30AM on Jan 1st. Not too bad for NYE weekend. We opted to sit at the bar, seeing as two people were leaving and we could be seated right away there. All is well. We ordered two drinks off the tap, and placed and order for a soup and burger. Everything was fine and standard. Food took around 10 minutes to come out, a little longer than I thought, but we were hungry so it did not really bother us too much. I would have probably gave this place 3 stars because the tap selection was decent and the burger came out medium rare by default, and that's my style. Also, the GF saw one of the bar backs smell if a glass was OK to use still. Interesting.
The second time, and maybe my last ever, was extremely different. I may have said this in previous reviews, but I really wish Yelp gave us the option to give 0 stars. The entire experience was pretty dismal and very disappointing.
After having a good experience during our first visit, I recommended to my family staying with us at the resort to come to The Rocker for their burgers. We came to the restaurant with 4 out of the 9 staying with us. We were told the wait would be short, and were seated in less than 10 minutes. However, before being seated, one of the members in my party decided that he wanted to order food for the rest of our group that was staying back in the hotel room.
The manager on duty declined his request for take out. YES, YOU READ THAT RIGHT. WE WERE DECLINED TAKE OUT.
Her reason being that the kitchen staff was backed up. Now, to my understanding, if this place was run by intelligent individuals, take out should never be declined. Take out = quick revenue. You place an order, you wait for your food, you pay for you food and you leave. Ordering at the table would be 5x the length of that simple request. You wait for a table, wait for your server, wait to place your order, wait for your food, and ultimately pay the same price you would have if you wanted to take out.
In my experience in both retail, food, and logistics. To decline this source of revenue to a customer, even at a busy time, would be plain stupid. For that portion alone, we should have left. But, seeing as though we were on the resort, we wanted to have our burgers and bring food back to the children waiting hungry in the hotel room. So, we stayed. Unfortunately.
After waiting a few minutes, our server (Amelia) came. We placed our drink order and waited a few more minutes after they came to place our food order. Since there was no take out at the time, we actually ordered the our food plus the meals we wanted to bring upstairs. Requesting the latter to be packed to go. Amelia repeated that they were not doing take out at the time and that she would bring the boxes out when the food came out. Not her fault, just poor business management. Again, you're wasting dishes and time. We placed our order anyway. The food came out 15-20 minutes later and everything was luke warm. If the kitchen is busy, the food should be pumped out as quickly as possible and hot. The fries were not the same when we ordered them previously. They were dry, and barely above body temp. Clearly they were cooked a while ago and left under the heat lamp for who knows how long. The burgers were all ordered medium or medium rare and each one came out cooked differently.
My Cousin had difficulty cutting his burger in half, and guessed that the burger was cooked well done instead of medium rare. But really, the wax wrapper from the cheese was still left on and melted in the burger. How does this even happen?! We let our server know after she came back around and was informed that the burger would be taken off of our bill. That's the least amount of appeasement I would expect, but would suffice for the inconvenience. All is OK after that and we finish our meals. They actually ended up packing up our take our order because of the whole burger with a side of wax ordeal, which was nice. After our plates were cleaned off from hunger, we waited a good while for our server to come back, and finally request for our check. We receive the check and burger was not taken off. :/ We had to re-confirm that there were x amount of burgers, including the one requested for take out, and that one was told to be taken off of our bill. We got the ordeal taken care off and were on our way.
Bringing my family members that have spent money to snowboard, stay at the resort, and then have a sub-par experience at The Rocker, was a mistake. It was such an embarrassing display of service, both my GF and I (both season pass holders) had to apologize multiple times to our family.
Avoid coming here at all costs if it even looks remotely busy. Go 11mi up the road to McDonalds, it'll save you time and money. read more