Melissa H.
Yelp
Today I received better customer service from the metro rail attendant than I did at Mariposa. From Honolulu to Dallas, this is one of my homes away from home. But today was a disappointment starting with the hostess and continuing to the food and service.
This was my first long trip to Miami, and as soon as I saw my hometown favorite, Neiman Marcus, was here, I immediately bookmarked it. I arrived during a torrential downpour and made my way to the third floor, but when I didn't immediately find the restaurant, which is well hidden near the elevators, I went to the first floor and asked. The kind woman thought I had asked where the restroom was. Oops. The next sales associate I found was buried in her phone. She never looked up at me and seemed completely put out that I asked her where the restaurant was. This was sign #1 that I was not in Dallas (or Honolulu) anymore.
Unfortunately, the escalator from the first to the second floor is broken, which required I take the elevator. Once I finally found the restaurant, the hostess seemed similarly annoyed with me and tried to deter me from dining, saying it would be up to 35 minutes before I could be seated. As a former restaurant hostess, I understood her game. The restaurant was not busy, but ok. (How could she have known I had traveled from Dallas via 2.5 years in South America in a torrential downpour during a global pandemic to be here?) She asked if I preferred outdoor or indoor. I always prefer outdoor during pandemics, but I just wanted lunch. I said I didn't care. She seemed surprised, then she took my phone number. The system knew me and sent me a text message to confirm my reservation. Then I went shopping.
Thirty minutes passed. In Hostessing 101 they teach you to surprise and delight the customer by giving a 10-minute padding to your seating estimates. I thought my phone was broken. Had I missed the text saying my table was ready? I knew the restaurant would be closing at 5 and I was so hungry after schlepping all over Miami in the rain, museum hopping and whatnot.
Finally, after an hour had passed since my phone registered my res, I went upstairs. The hostess was nowhere to be found. When she finally reappeared, I asked her where I was on the list. "Oh, you're next." Uh huh. The servers were clearly closing the restaurant. The bartenders were gone. Another customer appeared and asked which way to the parking garage. The hostess responded that she's not familiar with the area. What?!? This mall is tiny. It's outdoor. There are only two department stores and only two garages. I've been here an hour and I can tell you where they both are. I gave the customer directions to her Nordstrom garage.
And I waited, browsing the teas, nuts, and Truff Sauces, until finally, the hostess decided to seat me inside (there was only one small party outside). It was a bit longer before a server appeared with my long-awaited popover and consummé. The consummé was delicious. The popover was burned. I wondered if this was punishment for being the last customer seated? Then I looked around and saw everyone's popover was too dark. It was not like Dallas (or Honolulu). Same was true of the spiced ice tea.
The salad was good. The hot tea was great. The music is a bit too loud. My server continually asked me to repeat what I said. I was rushed out even though there were several other diners finishing (not in S. America anymore). It was a let down to be sure.