| rev:text
| - We were here because of a conference being held here.
Restaurant was fine. The service was very lack-luster, but it's summer (slow) and I assumed she was new to waitressing. Turns out she isn't, she just isn't very secure with herself & doesn't understand customer service. More afraid of "getting in trouble." (verified by the manager who came over later).
They ran out of their happy hour wine, so our friends waited 20 minutes for the manager to "get a new bottle." (not exaggerating that time, actually 20 mins). Guess she got one, then realized it wasn't going to be cold soon, so finally they upgraded the wine but served at HH pricing. Good move after such a long wait to get a glass.
Unfortunately, when we asked for another glass, we were told "they are out, the manager won't let me give you more of that one." In other words, the manager didn't want to pour anymore of the upgraded wine at HH price. Okay, so we ordered the red HH wine instead.
We ordered the prime rib special. It was "fine." No complaints, but everything was very average. Part-way through dinner the glass got knocked over on accident, more full than not. We asked to get another, they made it VERY clear we would have to pay for it since it wasn't their fault it spilled.... Well they were right, but we were the table that waited 20 mins to get the first one, then were told we couldn't have any MORE of that one... In terms of food costs, how much is a few ounces of a cheap bottle of red? It lacks logic, unless they are being beaten up about budget.
I ran to the restroom to wash the red wine out of my clothing. My friend asked if they had a towel or something at the front desk, explaining wine had spilled all over me in the restaurant. They gave her a Shout wipe, which really helped. She went back to get a couple more from the front desk and was told, "We can't give out any more, they are expensive. You can but them if you want." (hear the theme?) She charged the little shout wipe packs to her room for I think $2 each!
Basically, I feel like what is most important to this place is survival, and they aren't doing well. The focus on the customer isn't the priority - feels like someone in the hotel's management is makiing decisions based on penny-wise, hammering fear of losing (more?) money into all the employees, thus missing where it dings the customer's experience.
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