Samuel Lee
Google
If you're thinking of eating here, Please save your money, and if you have a lot of that, please save your time and skip this place.
Visiting Hawaii from Canada, and girlfriend wanted a nice dress up occasion on one of our nights here. This restaurant was conveniently located near our hotel. Hotel restaurants at this level usually mean hiked up prices and mediocre food, in exchange for very good ambience, and exceptional hospitality. So I kept my expectations exactly that. Sadly this place fell very short and I paid the price for it.
The Good:
-Host, Servers, Bartenders - all quite friendly
-Our drinks were very good. We enjoyed the special cocktail of the day (margarita) and the shirley temple. Props to whoever is running the bar program here, and the talented bartender.
The Bad:
-We ordered the washugyu striploin ($120), seafood koshihikari ($55), and sides of Charred Broccoli with crispy garlic, Wagyu Gold Potato Puree, local mushrooms ($15 each). About 5 minutes after we ordered, the server informed us that there would be a bit of the wait on the food because some bigger groups ahead of us ordered before us. He offered us some foccaccia and butter for $15. I appreciated the upfront noticed, and accepted the foccaccia.
Foccaccia: for $15, I was expecting a bit more. The bread was just 3 slices of dry foccaccia, butter was just plain cultured butter. The highlight of it was that it came with these strips of origami paper, so we decided to try origami, since he informed us the wait would be long.
By long wait, I didn't expect 70 minutes. That is quite long especially when you are hungry. From the 40 minute mark onwards, they check on us periodically and saying the food should be coming out shortly. We tried to stay excited, telling each other that our food at least be fresh and hot, assuming the team is trying their hardest to get the food out.
Unfortunately, when our food came out, all our food was cold. Plates were also barely lukewarm.
-Seafood risotto was very salty, and cold.
-Mushrooms texture were rubbery, and cold.
-Wagyu Potatoes were overworked and gloopy, and cold.
-Charred Broccoli with crispy garlic was not charred, just in a convention fryer with no steam(can tell by the way the broccoli ends browned, and wasnt even blanched. Also they forgot to season it, and forgot the crispy garlic.
-The Steak actually tasted good and they cooked it well, it was just also cold.
-They forgot the garlic parmesan potatoes that is suppose to accompany the steak (I didn't mention this because I didnt want to wait another hour for potatoes)
We were really hungry but ended only eating steak and leaving most of the rest because it was just bad, and cold.
I am just so confused on how everything was so cold after a 80 minute wait. Also if food does get cold, its usually because they are waiting for an item or two to finish so they can send it out all together. But in this instance, every single item was cold.
Non-food nitpicks:
1. They have a huge mirror as a center piece for their bar, which obviously was not cleaned in a long time.
2. We ordered 2 entrees and 2 sides, for 2 people (3 sides if they gave us our parmesan potatoes). There were share plates when we sat down, but they took these away after the bread, and never gave us new ones for our food. We had to ask for share plates.
For context, I own a few restaurants as well, and my whole family in the food & beverage industry, so I am very passionate about hospitality. It just seemed for a hotel of this calibre, it just fell short.
This is most definitely a management issue and not a staff issue. Yes protect your margins and hit your quotas but don't do it at the expense of your guest experiences. You're damaging not only the restaurant, but the Ritz Brand as well.
Our bill came out to be $270, after the comped bread.
I still left a 20% tip as I want to believe the team today tried their best, and I asked the server to relay my feedback to management.
Management, please do better.