Brian N.
Yelp
Hoo-boy, where do I start.
We were staying at the Far View lodge. Metate Room was pitched by the desk clerk as the best dining option there, so we figured "we're on vacation, expense shouldn't be an option!" We got ourselves a reservation, then went on with the day's activities.
We show up in time for our reservation, and there's a line. That's fine, but immediately the host is telling one person without a reservation that she can't give him any sort of estimate because she has no idea if people are showing up or not. That, undoubtedly, is the truth, but it's also completely not what someone wants to hear. Give an average, then communicate with that person if that changes. Give a worst-case estimate, then surprise them when they get a table sooner! Basic customer service.
At any rate, we wait in the line and then are seated. Nice table, great view. The restaurant looks lovely. Everything's laid out nicely, furnishings are nice, big, beautiful views out over the mesa via the massive windows. Though, there were an alarming number of paintings of roosters.
Our server came up and then asked if we or the table next to us had sat first. We told her the table next to us were already seated when we arrived, so she then excused herself to tend to them. She took their order, then came over to us. We placed some drink orders, my wife asking to try a wine, and I ordered a beer. She came back very quickly with my beer and her taster, which she thought better of and ordered a different wine.
And then we waited. For a while. Got ahold of our server and asked about the wine, which appeared to startle her, and then she came back with it. This was over, I would guess, about 25 minutes.
She then took our orders for food. We ordered, and she committed it to memory rather than writing it down and headed off to the corner where there appeared to be a computer where she could put in orders. She then came back to the table as she could not remember parts of the order, and we reminded her. I noticed that she then did this to other tables as well. I'm not sure if it's restaurant policy that she's expected to remember the orders or if it's her own thing to not write them down, but she should be writing them down.
I'm unclear at this point whether its her to blame or the kitchen staff, but she would repeatedly show up with a platter of 5-6 salads that were identical except for the dressing, then have to go ask multiple tables which one they had. I don't know if it's that they weren't saying "these salads are for table n, while these are for table x", or that she wasn't keeping track of the orders and couldn't decipher that for herself, but nonetheless, she would show up with a pile of salads and then start discreetly asking each table who was supposed to get what.
Eventually, our entrees arrived. I had trout with fried capers and my wife had "seared" salmon. My trout was quite nice. Flavors were good, nice bit of lemon with some good capers, and the fish was cooked well. Presentation was questionable - if I had to describe it, it'd be "meat flaps", but that's me. My wife's salmon was anything but seared. If I had to guess, it was boiled. No browning on the outside, and overcooked all the way through. She'd asked for it to be rare, on the edge of being raw inside, and it was cooked to death. Sent it back, got another one that was bordering on stepping out of "well done" territory, but just accepted it and moved on.
In the meantime, our server was becoming visibly and audibly agitated. Cursing the kitchen staff, angrily muttering to herself. Again, not sure how much of this was her and how much of this was the rest of the staff not supporting her the way she needed, but she was close to a meltdown and handling it in about as bad a way as possible.
I do want to point out one of the staff, who appeared to mostly be bussing tables. I wish I'd gotten his name, but he was a guy who had come from Romania and was the most professional and responsive person working there.
This restaurant is one of the reasons that now, when I tell my friends what an incredible experience Mesa Verde is, I tell them to bring their own food. The whole thing looks very nice, but all the details fall down. It's like aliens came to earth and read a book on how to make a nice restaurant, nailed the basics, and then just decided to wing it from there on out.
It also isn't cheap. Our bill came out to about 30% more than the best meal we had in Colorado, at a great place in Boulder.
Way too expensive, confused and bewildered service, hit-or-miss food, and an incredible view.