Emily M.
Yelp
I'm deeply disappointed with my experience at this restaurant tonight. As a loyal customer who has visited numerous times, I regret to say that I likely won't be returning. I brought friends from out of town and was met with subpar customer service that left us all dissatisfied.
I was eager to try the Omakai experience and was asked about allergies by the waitress. I mentioned my single allergy to lobster. To my surprise, I was told that I couldn't order the Omakai experience because substitutions are not allowed for that specific prefix menu, though substitutions are permitted for all other prefix options. This policy struck me as inconsistent and unreasonable. While I understand that omakase menus are curated and not tailored to individual preferences, an allergy is not a preference. To better understand, I asked if the handroll selections for the Omakai experience change frequently, as is typical of omakase. The waitress informed us that the selections have remained the same for a while. This made the policy feel less aligned with the spirit of omakase--which, to my understanding, is a dynamic, evolving menu--and more like a standard prefix menu, just like the other options. This left me further confused as to why a small accommodation couldn't be made, especially since I wasn't requesting significant changes--just an alternative to the lobster, even if it meant a simple substitution with any other handroll.
I've dined at many sushi restaurants and high-end omakase establishments in Miami, all of which have accommodated my allergy without issue. This was the first time I've ever encountered a complete refusal to accommodate my allergy.
What made the situation worse was the lack of effort from the waitress to find a solution or make the situation better. My entire party was able to enjoy the Omakai experience while I had no choice but to opt out due to a single allergy. To add to the disappointment, the waitress avoided our table for the remainder of the night and did not offer attentive service. She even skipped over the survey at the end of the meal, which was provided to other parties around us.
This experience not only fell short of the standards I've come to expect but also ruined what was meant to be an enjoyable night for my group. I sincerely hope the restaurant reconsiders its approach to accommodating customers with allergies. Until then, I cannot recommend this establishment.