Joe F.
Google
After checking in, we decided to have dinner at the hotel restaurant, because we were tired from the drive in, and Moab is about a 20 minute drive from the hotel. The service was absolutely horrible! At one point, I noticed that one server was trying to cover 9 tables, and he was drowning. I asked a host for some balsamic vinegar, and I'm very broken English, he said he would get my server. After 20 minutes, I finally informed management that the lone server was drowning and he decided to help. Now, I believe that good, strong communication is vital to any successful operation, and that includes being able to articulate your requests and the receiving party being able to understand that communication. 2 of our 3 visits we were served by a staff member with a very strong accent and who had difficulty understanding our requests. My wife ordered a Cosmopolitan and she was given a peppermint martini, which extended our wait on beverages. I ordered the salmon which smelled a little fishy for salmon, but I tried it anyway, only to bite into a completely raw center. Because I did not want to wait another 45 minutes for a new meal, I went without that night. The next morning, we gave the restaurant the benefit of the doubt and had breakfast there. Again, we waited almost 20 minutes before getting any coffee or drinks. Even though there were not many people dining, the wait for our food was still surprisingly long. At this point, we felt that it would probably be easier and faster to just drive into town for our meals, and so that is what we did. However, my wife had already purchased tickets for the "New Years Eve Event", so we were already expecting a disaster, and the Red Cliffs did not disappoint. They overbooked guests by nearly double to their table count, and a physical fight almost ensued between guests waiting in line. There was also a miscommunication between what the staff was told was dinner time, and what was out out on the e-flyer. Everyone arrived at 7pm, and the staff had been expecting dinner to begin at 5pm. It was a complete break down of any type of communication and order. At one point, I noticed a staff member crying. More of the previously described service continued through the night, and after about 2 and a half hours, we finally left immediately after dinner and decided to not even wait on dessert. Minutes later, my son would say that he was still hungry, so we ended up purchasing snacks after dinner. This event was supposed to have a "New Years party", taking place in the next room. I took a photo of an empty ballroom at 9:42pm. The band was not good. The most upbeat song that was played was Wagon Wheel.... at a new years eve party! Most of the night was spent watching the 5 friends of the band trying to make the dance floor not look empty. I saw the bartender maybe twice in an almost empty room. It got to the point that I just started bringing my own drinks from my room because the service was so bad, and it was easier to do it myself. We wanted to leave, but we had been drinking and my wife waited for the band to take breaks to request the kind of music you can dance to while bringing in the new year. She pretty much tried to make the best of it. After these consistently horrible experiences, we decided to sleep on it, rather than join the 50 other guests that were complaining. We talked about it the next day, and upon checking out, I very politely informed the staff of their shortcomings. Management was very receptive and listened to all of our complaints. Now, to be fair, the hotel was beautiful and the views are amazing! Our room was very clean, the grounds were quiet and peaceful, the hot tub was nice, and the staff was very polite and apologetic. I'm not sure if I would stay here again or not, but if I knew with certainty that the food service issue was addressed and properly corrected, then I absolutely would.