Janice Q.
Yelp
As a Back Bay transplant, I have been frequenting Brownstone for almost a decade, and have noticed a nosedive decline over the last couple months. The quality of food, service, cocktails, and management has taken a turn for the absolute worse, and no longer bares any resemblance to the warm and hospitable atmosphere I've become accustomed to.
A year ago, I would be greeted immediately by the personable, and always professional Michaela (General Manager) who always took an interest in her guests and their comfortability, and receive outstanding service from the bar staff, who took a keen interest in my day and catered to ever need I had, or even needs I weren't even aware of that I had (Powerade is a major hangover cure- thanks Alex!) The waitstaff would even take notice of the frequency of our visits, and come over toward the bar and get to know us and our names, and it all just felt like being part of a happy family.
More recently, I've (not) been greeted by the new, never-smiling general manager (Jeff), who clearly has learned nothing of hospitality, nor tact in his 40+ years of life, and clearly has no interest in getting to know his guests. I've been served by waitstaff that is relatively clueless (except when my girls Carmen and Ronna are there- shoutout to you rockstars!) in an atmosphere that is not friendly, fun, nor welcoming. The food quality has been incredibly inconsistent and lacking: it is no longer the guaranteed good meal it was once upon a time. (As someone who does not like to complain or send food back, it was unnerving getting suddenly spicy homefries and improperly cooked eggs three times in four visits.)
The decline is very apparent, given the bar and restaurant are significantly more and more empty every time I've visited in the last two months. The friendly faces that have always made my experiences amazing are nowhere to be found, and the replacements are quite subpar. If they (Alex, Ronna, Carmen- where are you guys?!) no longer work there, i can only imagine they jumped off this sinking ship, just as I and my friends plan to do. I have gladly been taking my business elsewhere in the neighborhood (Friendly Toast and Salty Pig, namely) and have even partaken in conversations with *perfect strangers* about the incredibly palpable decline in your business.
For your sake, I do hope you figure out how to address the disconnect that has been growing between you and your guests. However, I'd like to thank you for helping me discover Salty Pig (Jill and Angela are the absolute best!!!) and a new brunch spot: now it makes sense why I have an hour wait at Friendly Toast, while Brownstone had 6 open tables available on a Sunday brunch.
Best of luck in your endeavors righting the ship.