Alexandra T.
Yelp
I'm giving Dune three stars because the food was phenomenal, but I was appalled at the service we received here. I had never dined here before and heard nothing but amazing things about it, so I decided to book my 30th birthday dinner here. It was definitely not one for the books.
After realizing how late my friends were going to be (they won't seat if the whole party isn't there) I asked if we could get a table later and the hostess said they were fully booked. Totally understand their grace period and was not upset about that at all. So she told us there was first come couch service outside. It was right on the water and a gorgeous view--we were totally ok with it!
The couch area was dirty and we waited about 15 minutes before I went to the hostess stand and asked if I was supposed to flag down a server myself. She kindly came out and got someone for us, but it was another 10 minutes before we were helped. A server named Marcus came over and began pouring waters. A busser walked by and I asked him if he could please clean our table and he said, "Oh, those aren't your plates?" So as he is clearing the table and Marcus is pouring the waters, I asked if he was going to be our server tonight. He replied, "Uh, I guess so. I'm not supposed to be, but I guess I'm everyone's server tonight." It was extremely awkward to say the least. I ended up taking a dirty napkin and wiping the soy sauce and water marks off our table myself.
10 minutes after ordering apps, I went inside and asked to speak to a manager. Christina was extremely understanding and sweet. I let her know about the service outside and how stressed Marcus seemed so that maybe they could send some help outside (we weren't the only neglected table out there). She came out to see where we were sitting and insisted she comp our first round of drinks. Management service was spectacular.
For appetizers we had the crunchy tuna rice, Parmesan soufflé, and truffle flatbread. All of them were absolutely to DIE for. By the time we had gotten them, we had been waiting for well over 45 minutes, so we scarfed them down.
When our other friends finally got there, we ordered our dinners. My very pregnant friend (due in 2 weeks) ordered the seafood salad and asked Marcus if there was any raw fish in it. He had absolutely no idea and said he didn't think so. She asked if he was sure and he said no, but he'd put in a note to make sure the seafood was all cooked. He told us he normally isn't a server and just deals with drinks at the bar. I worked in the industry for years, and at every restaurant I worked at, ALL staff (excluding bussers) had to know the menu inside and out. I would think a restaurant of this caliber would have the same standards.
When the food dropped, we ordered more drinks. They never came. We had to ask 3 different people before we finally got them. When the food was dropped on our table by runners, we had several empty plates from appetizers. They were never bussed. My friend ordered a $78 steak and got no silverware with it. So we sat and waited, and eventually my fiancé took all the empty plates to the busser station himself and got a roll up for my friend so he wouldn't have to eat his steak cold.
All of our dinners were absolutely phenomenal. I had the snapper--it was fresh, fresh, fresh! My friends enjoyed the seafood salad, shrimp pasta dish, ribeye steak, and center cut steak. We all agreed that the food here is beyond 5 stars.
My fiancé had to tell our server that it was my birthday (in the original reservation we had made a note) so he did bring out a $16 4-inch square of chocolate mousse. Prices here are hefty. In my opinion it's worth it for a super meal.
Throughout our visit several people began coming over and checking on us. Christina, the sweet manager, came by to make sure we were ok, as did Bradley (I think he may have been the bar manager--not sure, but he was also great!). Marcus was super nice, but almost every encounter we had was just awkward. They did bring out 2 plates of complimentary bread that was cheesy and to die for (though we heard the table next to us complain that they ordered bread twice and it never came, so we're not sure it was actually supposed to come to us...) and they comped ALL our drinks, which was extremely generous.
Overall, I have to say this was the single most disappointing experience I've ever had at a Michelin restaurant. I had such high expectations and really thought this was going to be a special place to celebrate the big 3-0. We were there a total of 4 hours and 20 minutes. We did enjoy our time together and the weather was gorgeous. I would definitely come again to give it another shot, and hopefully will be able to bump my stars up to 5, where they should be. The outdoor self serve area needs to get it together!