We visited Iron Horse Restaurant during our Labor Day weekend stay in Kanab and made a reservation…read morein advance for a party of six, including our friends and their two young daughters. I really wanted to love this restaurant because the Western atmosphere is fantastic and certainly draws you in. Unfortunately, our overall dining experience fell considerably short.
I want to begin with the positive. Nancy, who I believe is either the owner or manager, was remarkable--friendly, approachable, easy to communicate with, and genuinely willing to acknowledge areas where the restaurant could improve. I have tremendous respect for that kind of humility in management. She was also gracious enough to waive the corkage fee for the bottle of wine we brought.
Our biggest problem was the steaks. Our server, Dwayne, explained that the steaks are cut in-house. The quality of the beef itself seemed perfectly decent, but unfortunately the cutting and preparation were not. My wife and one of our friends ordered ribeyes, while I ordered the baseball-cut top sirloin. The steaks were extremely chewy and difficult to eat. If a restaurant is going to butcher steaks in-house, proper cutting technique and trimming are critical. Based on what we received, I strongly believe additional training and oversight are needed in this area.
Dwayne initially offered to replace the steaks or provide a discount. We hate wasting food, so rather than sending several steaks back and having them thrown away, we tried our best to eat what we could. When the bill arrived, however, only approximately 10% had been discounted. Considering that replacement steaks had been offered because of the problem, I found that resolution disappointing.
There were also service inconsistencies. At one point, Dwayne returned roughly 10 minutes after taking our order and asked how our food was, even though we were still waiting for our salads and hadn't received our entrées. We were also charged for chips and dip that we had never ordered. Nancy had brought them to the table, and we specifically mentioned that we hadn't ordered them, yet the charge nevertheless appeared on our bill.
To be fair, not everything was disappointing. The Caesar salad was actually one of the highlights of the evening and was very good. My friend's Frank Sinatra Burger was also good, and he enjoyed it. So there are clearly things coming out of this kitchen that work.
Our total was close to $200 including gratuity, and unfortunately several members of our party left feeling that the meal simply didn't justify the expense.
I had told Nancy that I would leave a good review, and I sincerely intended to do so. But I also believe reviews have to honestly reflect the experience, both good and bad. Nancy herself impressed me tremendously; the Western atmosphere is fun; and there are some good items on the menu. The restaurant's shortcomings, however, particularly with steak preparation, service follow-through, and billing accuracy, need attention.
Unfortunately, we're leaving Kanab and won't have an opportunity to give Iron Horse another try on this trip. I sincerely wish Nancy and her team the very best. She clearly cares about the business, and I hope she takes this feedback in the constructive spirit in which it is intended. With better training, stronger quality control, and more consistent service, this restaurant has the potential to deliver an experience that matches its wonderful atmosphere.