June K.
Yelp
This was a very disappointing experience, especially because Sura Hawaii used to be a place we returned to every time we visited Oahu--about three times over the past five years. Unfortunately, this visit was a complete letdown.
We invited family visiting from Korea to meet us in Waikiki, and they were genuinely excited to try Korean BBQ in the U.S. I was honestly embarrassed by the experience.
First, I want to acknowledge that the staff was clearly doing the best they could. They seemed very short-staffed and overwhelmed, and the issues appeared to be more operational than personal. That said, the service and food timing were extremely problematic.
Food was amazingly slow. There were long stretches where we had nothing to eat at all. Kitchen items took about an hour and a half to arrive--so long that we essentially ate them as dessert. To make things worse, they ran out of egg soufflé and kalbi, even though our reservation was at 6:00 PM.
The banchan selection was minimal--just kimchi, lettuce, and cucumber--with a sauce station on the side. You're allowed to order three meats at a time, but it took forever for anything to come out. The restaurant uses a new tablet ordering system, which we were told to use, but it either wasn't working or wasn't being monitored. After waiting endlessly, we had to flag down staff to place orders, which were often forgotten. Only after we complained did someone mention, "Oh, the tablet might not be working."
The room was also very smoky, and there were crowds of people waiting outside. It seemed like tables weren't turning because diners were stuck waiting for food that just wasn't coming.
Overall, the food quality wasn't great, the service was painfully slow, and the experience was frustrating from start to finish. This was not the Sura we remembered, and unfortunately not a place I would recommend right now--especially if you're hosting out-of-town guests or introducing someone to Korean BBQ for the first time.
I truly hope they can get staffing, kitchen flow, and their ordering system sorted out, because this was a major disappointment.