Deandra V.
Yelp
Flew from outer island to celebrate our anniversary, just like we did 5 years ago to celebrate our honeymoon. Called to make a reservation, where they asked if we were celebrating anything. I happily said our anniversary- which is wished us an early salutation.
This review is a solid 3.5 out of 5 stars. While our food was amazing and tasty, the service was just not up to par. We have dined at many Roy restaurants between the Big Island and Oahu. My review of this location 5 years ago had me so excited to redine here but was sadly disappointed.
Upon check in, seating and dinner service - no one asked if we were celebrating anything. This wouldn't have been such a big let down, if they didn't 1) ask upon booking reservation and 2) the service I received 5y reflected this kind of personalized service. I mean we flew islands for our anniversary dinner. After our dessert order was put in and we were waiting, is when our waiter Jason finally casually mentioned that we might we celebrating an anniversary. The entire dining experience was already dampened by the non-existent acknowledgement.
Another thing I noticed was the GM making his rounds to each table throughout dinner service, even stopped at the tables flanking us and made eye contact with me multiple times - but failed to stop by. He briefly acknowledged us after our entrees came but offered no warm conversation- just a check off a list.
The final tick was our departure. Although the hospitality severely lacked throughout dinner service, we were leaving with happy full bellies. Just a few tables remained since we were nearing closing, but no one thanked or wished us off. No matter that the GM and two servers were at the exit, or workers were present at checkin table - no acknowledgment was made. We were about to descend down the stairs when the kind bartender yelled to us to have a great night.
I understand the holidays are here, restaurant is packed and everyone is busy but acknowledgement doesn't not take much effort or time. The dining experience left us so unsettled that I don't know if we'll ever care to return to this location. Being one of the few locals dining in, we were left feeling like we stuck out like a sore thumb amongst all the tourist who received exemplary service. What a shame.