Jil G.
Yelp
This is for Sunday 12/28
For the sports dining area
We were really excited to try Casino Matrix for the first time, but unfortunately our experience was extremely disappointing.
When we arrived at the sports bar, we were directed to the opposite side of the room to check in. We provided our phone number and were told we'd receive a text once our table was ready. That part was fine. When we received the text, we returned to the same host stand where we originally checked in and were told to go "to the front."
From there, things became very confusing. The host helped other guests before us, and when we finally got her attention, it became clear there was a lack of communication among the staff about where guests with a "table ready" text were supposed to go. The place appeared understaffed, so we tried to be patient, but when we explained our concerned, and it was not handled well and we were told to speak to the manager.
We were then told to find the manager ourselves rather than having one called over. Eventually, the manager, Hector, found us. Instead of focusing on a solution or acknowledging the confusion, he made a very rude assumption, saying we were "walking around like we owned the place." That comment was completely uncalled for and inaccurate. We were only following the directions given to us by staff.
Only after we explained that this was our first time at Casino Matrix did Hector begin to look for solutions. Even then, there was no apology for the poor communication or how the situation was handled. We did apologize to the hostess because it feels like she was caught in a crossfire of problems prior to us. The issue was not caused by us--it was due to a lack of coordination between hosts and a lack of professional leadership in resolving a simple problem.
Once we were finally seated, service was slow at first. However, our server Alex was the one bright spot of the night. He was incredibly attentive, kind, and professional, and truly turned the dining portion of our visit around. If you do decide to come here and have Alex as your server, please tip him generously--he deserves it.
Unfortunately, due to how management handled this situation, we will likely never return. Hector left a very poor impression of what could have been a great new spot.