We chose The Bistro at iPlay to celebrate a birthday, especially since we were told it was decorated nicely for the holidays. The atmosphere was festive and inviting, and we were looking forward to a fun night out.
From the moment we sat down, our waiter, Ourion, was exceptional--friendly, personable, down-to-earth, and genuinely attentive. His service truly stood out and ended up being the only reason this experience didn't turn into a complete disaster.
We ordered cocktails, and for nearly $20 per drink, we expected them to be excellent. Unfortunately, the first round was awful. We are not the type to complain, but Ourion immediately picked up on the fact that we weren't enjoying them. Without hesitation, he took them back and arranged for a different bartender to remake them. The second round was just okay, and again, he proactively suggested yet another bartender. The third round finally came out perfect.
From that point on, the night felt like it was back on track. We were enjoying ourselves, the food was decent, and Ourion continued to provide outstanding service. It genuinely felt like he was doing everything in his power to ensure we had a good experience.
For context, we have been iPlay customers for years and have spent a significant amount of money there over time on birthdays, play dates, and family outings. This was not a one-off visit--we are very familiar with the venue and chose to dine here expecting the same level of professionalism we've experienced in the past.
Unfortunately, after our food arrived, everything took a sharp turn.
The manager, Maria, came to our table holding the bar receipt and questioned us about the cocktails. We calmly explained exactly what had happened. While she initially appeared pleasant, the conversation quickly became uncomfortable when she asked if we knew Ourion "from outside the restaurant." We have never seen this man before in our lives. The implication felt clear--that we were somehow receiving free drinks due to a personal connection.
Shortly after, the manager disappeared into the back. Almost immediately, the music shut off and the restaurant went completely silent, which only added to the awkwardness. Ourion returned to the table, and we actually felt the need to apologize to him because it felt as though he was about to be reprimanded for simply doing his job well.
At that point, we asked for our check because we were uncomfortable and wanted to leave. We were told we couldn't get the check because the manager was in the camera room "investigating"--her exact words. After waiting and eventually threatening to leave because we were in a rush, Ourion had to text the manager to let her know we were about to walk out.
The entire situation made us feel like criminals rather than paying customers.
Maria later stated that it wasn't us being investigated, but the waiter--which made the situation even worse, considering Ourion did absolutely nothing wrong. I was genuinely shocked by how both customers and staff were treated.
Sadly, after years of being loyal iPlay customers, this experience ensured that we will never be stepping foot in this establishment again. Ourion deserves recognition for his professionalism and kindness under pressure. Unfortunately, poor management completely overshadowed what could have been a lovely evening. read more