Maggie H.
Yelp
I preface that this review is about the brunch service we experienced yesterday. We've been here before for dinner and had an amazing, 5-star worthy time while celebrating a friend's birthday. We came back for brunch this time to celebrate both my stepmom and husband's birthdays.
We arrived at about 12:30pm for our 12:45pm reservation and were greeted by two delightful hostesses. They let us know we could wait at the bar to enjoy some drinks, and that they would get us when our table was ready. We waited for the rest of our table to arrive (parents arrived just a few minutes passed our reservation). I went to greet my parents at the door, then asked about our table. The hostess stated that the previous group received their bill and should be ready to leave soon, but they were taking their time. She offered to have us sit in the river terrace, but I was adamant about sitting in the dining room as it's such a cozy and gorgeous setting with more comfortable chairs (the chairs on the terrace are not very comfortable if you have back/hip issues). The hostess understood and said they would work on getting our table as soon as possible.
While waiting, we noticed the servers and manager were frantically running around between tables and a private party that took over the entire center dining room. There was only one bartender behind the bar who was non-stop churning out drinks. He was a rock star and didn't skip a beat! We had a few drinks and waited patiently, then soon realized that it was 1:15pm - 30 minutes passed our reservation time.
I approached the hostesses again and politely asked if there were any updates on our table. She was very apologetic, but stated that the previous group was still just sitting around at the table. At this point, I politely stated that we've been waiting for 30 minutes, and that I'd appreciate if the staff or manager were more assertive with clearing the previous group. I reminded her that when you reserve a table here, there is a policy that states: "On weekends, we reserve your table for 2.5 hours, and we are unable to to extend this time for incomplete parties. This allows us to promptly seat other guests with later reservation times." This suggests that tables have a time limit of 2.5 hours from their reserved time - meaning those guests were way passed their limit and impacting ours. The hostess understood - again, she was very sweet- and said they're going to try and figure something out.
We continued to wait at the bar, and continued to get more frustrated. Another 10 minutes passed when the hostess approached our party. She said that the previous group was still not leaving. I once again expressed our concerns and frustrations with this experience. Where was the manager at this point? Why wasn't the staff sticking to their time limit policy? I explained that there have been plenty of other restaurants we've been to that had zero issues letting tables know of their time limits during busy days. Why was it difficult to do that here? Would we be kicked out if we were passed brunch time (Brunch ends at 2PM)? She assured us that the service would not change while we were there. At the end of our conversation, we agreed that we were just going to get a table on the terrace. The hostess left while we paid our tab at the bar.
Literally a few minutes later, the hostess came back and said the previous group had finally left, and they were quickly setting up the table for us. After waiting for 50 minutes total, we were able to sit in the section we reserved for. Our service from here on out was alright, though quite slow. The server we had was nice, but we could tell she was scattered and thinned out between tables. Our table was in a back corner room, and every table in that room experienced a slow service (one of the smaller tables kept getting up to grab a server to help take their orders). Having sat down at 1:30PM, we weren't able to leave until about 3:15PM.
As for the food - overall it was pretty good, though two of us ordered the Crab Cake Benedict and our poached eggs were overcooked. The yolks were hardened, but it was all still good enough to devour.
Final thoughts: They had logistical issues that day (bar and dining room were understaffed), and the manager was completely MIA for anyone else but the private party. The manager should have stepped in for our situation, and instead, the hostess was left completely unsupported and on her own to deal with our issue. I do not put the hostess nor the wait staff at fault here, but I will absolutely point a finger at the manager. Having been in leadership roles at restaurants before - you always take pride for every person who walks into your establishment. You are there to untangle the chaotic situations, and you should always support your staff. Not once did the manager approach any other table. She stayed with the private group the entire time.
Will we come back? Maybe for dinner. Never for brunch.