Darryn T.
Yelp
In short, the service was terrible. If you're short on time, skip to the end and read about Kailynn, the on duty manager. We arrived in Queenstown February 12, 2016. A fellow traveler had recommended Bella Cucina and the concierge at Eichardt's Private Hotel also thought Bella Cucina was a good choice for dinner. Both were wrong. We had our concierge make a reservation for 8:00pm, we showed up at 7:50. Seated by 7:55, order in by 8:05. We ordered an appetizer salad to be shared, fettuccine carbonara and pizza. So far, so good. The salad showed up by 8:15 and was mediocre, at best. However, that's when the exceptionally bad service started. Thirty minutes later our food had not yet arrived. Meanwhile, two tables near us were served their dinner. Both tables had arrived 10-20 minutes after us. When I politely asked the waitress, who had passed by at least two times and seen we had no food, to check with the kitchen, her less-than-polite response was a garbled mess. From the tone I took it to mean, as she ignored any further comment while walking away, we would get our food when it was ready. A few minutes later she returned to say it would be five more minutes, making it about an even hour since we sat down. I asked why people around had been served their food before us and her response was the pasta we had ordered took extra time. Since the pasta was supposed to be made fresh I asked how it was that fresh pasta, which takes around three minutes to cook, could be holding things up. Her response? A curt, "It will be five minutes" I told her to cancel the order and bring us the check, to which she responded she'd check with the manager, like maybe we would be granted the cancellation, maybe not. I then asked to see the manager. Absolute waste of time. Kailynn, I believe her name was, showed up after a discussion with our server and reiterated it would be five minutes. When I explained what happened her demeanor was disdainful, condescending and dismissive. Her attitude was so over-the-top bad I had a hard time keeping my tongue. As we left to pay the check, thinking she probably wouldn't give me her name, I took a picture of the manager on duty sign to get her name. She watched with a sneer and said, "I've had much worse." Not sure what that means. Back at Eichardt's, when told of the situation, Sam the desk manager called Bella Cucina to speak with Kailynn. According to Sam, Kailynn's response was nearly incomprehensible and filled with comments boiling down to, "I've had worse." Still not sure what that means. Queenstown is our last stop in New Zealand, marking nearly three weeks of travel here. Generally, we have had extremely good service. Bella Cucina has an excellent overall review rating. The concierge at our hotel was shocked to hear the story, even more shocked to hear the manager's refusal to acknowledge the complete failure of her restaurant's service and, apparently, kitchen. What could have been an easily fixed problem with just an apology, nothing approaching which ever arrived, was ignored and made worse with a childish disregard for the very, very poor service we received.