Puzant O.
Yelp
I have been eating out at fine restaurants at lease twice a week for over 40 years. I can honestly say I have never had a worse dining experience. It is a shame that a fine institution like Kimpton has hired such an incompetent and rude manager who knows nothing about customer service.
We had reservations at 7pm on Christmas Day and arrived promptly. After about 15 minutes of waiting we were seated. Our order was taken about 30 minutes later. After an hour of waiting, we were informed that they were out of chicken and some of us had to substitute it for another protein.
After another 30 minutes(at this point we had been there for 2 hours, we were informed that they ran out of pizza dough and our appetizer pizzas would have to be cancelled.
Over the next hour , some of the orders for our party of 9 started coming in only to find out that half of them were wrong.
After three hours, we still had two missing meals. The waitress felt so bad that she actually went into the kitchen and grabbed a burger and brought it to my son who had been waiting for 3 hours. She said they were prioritizing the room service orders but she saw how wrong this unexplained and unapologetic delay in our being ignored was that she gave us one of those burgers.
The first order showed up an hour and a half after ordering and the last order came three hours after ordering. just imagine how far apart all 9 of us ate our Christmas dinner! At this point we were just patiently waiting for all the food to come but our mood with the family was ruined!
We had to wait 3 hours for our orders which were mostly wrong. We were charged for 3 fries when we only had two and we were charge for a Summer Salad which we never ordered which in fact was not even on the menu.
When we sat down or anytime after no one let us know that we would be waiting over three hours for our meals and all 9
of us would be eating separately, although they knew about it.
I asked the front desk to call a manager since it had been three hours since we sat down and we still did not have all of our
Meals. When Abel Xiguelina arrived and as I was explaining to him how disappointing the entire experience was and they were overcharging us for items and charging for items which were not even on the menu and we did not order, and that they should reverse the charges and just leave an appropriate tip, he walked away and refused to refund the overcharges or do anything about it. I told him if he did not fix, it I would take this matter further. He refused to do anything about this terrible experience, he did not offer any explanation for the three hour delay and the mistakes nor any apology. He was rude and defiant and walked away.
Needless to say we walked away very very frustrated and some of us still hungry since they did not even bring the meals they charged for.
It was a huge embarrassment to my family and guests and ruined our entire Christmas Day dinner.
I also found it strange that right after ordering, the waitress brought the bill and had me sign the bill before we had any food at all. It really didn't make sense.
I would highly recommend Kimpton and Rowan to be more selective when they hire managers and make sure they inform their restaurant patrons that they prioritize their room service orders and if there will be and excessive wait or that they are running low on food.