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| - So bit of a back story here, we stayed at the Westin in the new year, had a great time except at Ricks for dinner was less than perfect. A manager reached out to me via email and apologized and asked for a chance to make it right, this was unexpected but nice.
We have been planning this return weekend for a few months, emailed the manager to advise our dates and he confirmed the date. The duty manager was told to expect us.
The manager on duty David was on the host station, asked for my name, which I thought might prompt a response, but nothing. He sat us and walked away. We asked our server to get the duty manager, David appears again. I said who we had been dealing with and that you should be expecting us, he said yes I'm aware, which was a little odd.
I ordered the soup of the day which sounded nicer than reality, it had a swirl of oil, I think olive oil on the soup, over powered the soup for sure, I'm not a fan of oily soup so I only ate a few spoons of it. Server asked if I did t like it, I said no it was really oily, he just nodded, smiled and walked away. My partner had the calamari which was nice, crispy and lightly coated.
Next we were served a side salad that was drenched in balsamic dressing, mine also had a piece of chicken and skin in it, when I bought it to the servers attention he said it happens sometimes. Well I'm lucky I'm not a vegetarian.
We both ordered rib eyes, mine well done and Johan's med well, as soon as they were delivered I said to the server oh that's not a rib eye that's a NY Strip, he went to get the manager, mine was a rib eye, round in shape, well marbled fat content, Johan's was long and thin with the thick fat cap running along the edge. They tasted totally different as well. Manager appeared, arms folded already defensive, he said that he spoke to the chef and he said it was a rib eye. I asked him if he knew the difference? I said this is clearly a strip, they both look totally different. Could not believe he stood there arguing over something clearly he knew nothing about. He asked if Johan wanted another rib eye, "although that's what you have" we just left it.
Meal was served with mushy veges and dry mashed, needed a gravy or butter. My well done was dry and not juicy. Texas Roadhouse cooks a well done rib eye that's juicy and half the price. Johan's NY Strip was rare, not med well like ordered, his steak was sitting in blood like the photo shows.
Not once did the server check in on us, not during the apps or the entrees. Manager David was nowhere to be seen for most of the night.
Realizing the meal would be comped I needed to leave cash as a tip, so I excused myself to go find and atm. When I returned Johan was sitting at the table looking livid. I asked what was wrong, he explained that David had come over to the table with 2 cuts of raw meat, to show us the difference between the cuts. Had our steaks still been there it would have only proven he was wrong.
I've been a server, chef and restaurant manager and know my cuts of meat, both visually and by taste, what's more, David's clear lack of professionalism, not checking on any tables was outrageous. The photos clearly show the wrong cut of meat, don't argue with your guests in front of other customers.
I'm leaving angry and disappointed again.
Given this 2nd chance and they screw it up this badly, very disappointed.
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