My mom, dad, and I decided to celebrate my father's 80th birthday here tonight. We had heard from many that this was a quality restaurant--one quite worthy of driving an hour away to have a dining experience. Well unfortunately, as noted above, I give it a one star for very legitimate concerns.
Here are the events that unfolded.
We had reservations for three at 7 on Tuesday night. I thought it was noteworthy that they took the time the day before to phone us and confirm our reservations--that was impressive.
As we arrived at the restaurant at 6:45, everyone on staff was quite polite, kind, and engaging. We were seated promptly and provided menus. There were two empty tables that shared our room but about 25 minutes later a couple were sat at one of those empty tables. The entire restaurant looked about 2/3rds full. The first concern came when it took well over 10 minutes to receive a waiter and be offered beverages. Then it took another 10 minutes to get beverages ( nothing major, just 3 waters, iced tea, 2 sodas). waiter came out and apologized for length of time to get beverages. (FIRST APOLOGY). We shrugged it off and proceeded to place our order for the night.
Bread was brought to us about 5 minutes later and then about 10 minutes later, waiter comes back and informs us there is no calamari. (APOLOGY #2). Mom and Dad passed on asking for a different appetizer and say they will wait for their salads. At around 7:50., salads came to our table and they were nice. Not amazing, but nice. I was still waiting for my appetizer to arrive. I was patient though as having read the notation on the menu from the Internet, I was aware that escargot could take about 15 minutes to receive. Well, tonight, it took not 15, but 50 minutes to receive the escargot. The escargot was tasty but 50 minutes seemed like a real long time vs. the before mentioned 15 minutes. Upon delivery of the escargot, you guessed it APOLOGY #3! I shared some of my appetizer with my mom as she was starving! My dad is getting bothered. We have officially been sitting at the restaurant for 1 hour and 40 minutes and we have only had beverages, rolls, salads, and one appetizer brought to us. During this time we were visited three times by our waiter team and once by the manager. APOLOGIES 4,5,6 from the waiters and #7 from the manager. Approximately 8:55 our entrees arrive. But, our side orders are not included. APOLOGY #8. My dad ordered a full order of rack of lamb. And I had the T-bone. Neither of us were provided steak knives and we had to cut at it with a standard table knife that simply wasn't up to the job. About 10 minutes later our waiter came back to see how everything tasted. My dad kindly asked for a steak knife and within a few minutes, one was brought to him with another APOLOGY #9 (for those keeping score at home). I can't remember ever having to ask for a steak knife when ordering that cut of meat. Isn't that a standard? At this point, we simply wanted to finish our meals and move on.
To add insult to injury, the manager eventually said my SIDE ORDER was "on the house". The waiter also decided to comp us our three WATERS, two SODAS and one ICED TEA---WOW.
Well, we were done.
The food was good. The service was kind. However, there are alot of things that need to be fixed at this once reputable location. I for one think it's important to always be honest and apologetic when someone messes up or reasonable deadlines/expectations are not met. I also believe over-apologizing is a sign of incompetence, weakness, and unprofessional. Again, this was not a full restaurant with customers waiting outside to get in--at best it was a Tuesday night, and only two-thirds full. How bad will things be on a Friday or Saturday night when you will be most likely extremely full?
The sad thing about this dining out wasn't just the lengthy wait we endured to receive our food, or the excuses we were being told, no the real sad thing is that this was my Dad's 80th birthday celebration. And, it was not the experience we wanted to share with him on such a treasured day.