Our experience at Nautilus was nothing short of disappointing.
Following many recommendations we booked a week in advance. At the time of placing the booking my wife advised that she was lactose intolerant and was assured by the staff that it would be no issue.
Upon arrival at Nautilus we were greeted by the manager for the evening who confirmed our reservation and my wife reiterated her food intolerance.
We were then seated by our friendly and very pleasant waitress who took our drinks order and then returned to discuss the menu.
For the third time my wife raised the matter of her lactose intolerance (she can get quite sick from consuming even a very small quantity of lactose and is diligent in communicating this). Our waitress acknowledged this and helped us navigate through the menu to avoid any potential problems, noting that she'd communicate this to the chef to modify her meals accordingly.
For entree I ordered the prawn dish and my wife the pork belly. For mains we both ordered eye fillet (with my wife's dish without bearnaise sauce and a modified truffle potato daphinoise accompaniment that we were advised would exclude dairy)
Entrees were served and they didn't disappoint - both were fantastic dishes.
Up until this point the service was flawless and the staff that tended to our particular table (the manager, our waitress and a second waitress) were very attentive.
Mains (& also side dishes of greens and roasted potatoes) were then served by our waitress and another waiter. The waiter made note that my wifes dish was without dairy.
We began eating and both our steaks were great. The accompanying truffle potato was a little boring but appeared to be without dairy (thus understandably less interesting) and we both continued eating it.
Some 5 minutes into eating our mains our waitress (who appeared to be very visibly upset) returned to alert my wife to stop eating her truffle potato. The waitress advised that she had discussed with the chef and that they ignored her instructions to avoid lactose and served it anyway. When our waitress raised it with the chef she advised he told her to "F@ck off".
The waitress then rushed off quite upset about the apparent confrontation with the Chef. We were concerned for her but, certainly not offended by what was said. It was clear she'd done all possible to manage situation and didn't deserve such treatment.
Another waiter then arrived at our table to remove my wife's dish and have it re-plated to avoid further contamination (though that horse had bolted) with my wife already having consumed a quarter of the problematic potato.
My wifes steak was subsequently returned though by this stage she was already beginning to feel unwell. 10minutes later a second waitress tended our table to remove our mains and queried my wife's lack of interest in her largely untouched steak. We explained the situation, she apologized. The manager then approached and apologized (explained he comped our drinks and side dishes) and offered us the dessert menu - a well intended but poorly considered gesture given my wife was ready to vomit.
We expressed our disappointment and asked for the bill. The manager wised up and removed my wife's main dish from the bill also. We paid and departed, worse off for the dining experience.
Why did I bother to spend 10minutes to write this review? Frankly Nautilus failed at the fundamentals and their chefs clearly have a lack of regard for its patrons (or other staff) and didn't 'pay attention to the fine details' as they so boldly claim. At the price point that Nautilus charge, such momentous stuff ups should not occur.
People should leave a restaurant better than they entered it - and certainly not with the overwhelming feeling to be sick.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 6, 2012
We sincerely apologise for subjecting our guests to a series of chained events that should never have occurred.
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Nautilus is extremely aware of the importance of meeting the dietary requirements of our diners. At every stage of our processes dietary requests are recorded and re recorded for all involved to be aware.
We have now undertaken a review of our system in an endeavour to make it as human fool proof as possible. Be assured this is an item ranking of highest importance.
This particular mistake, once detected was handled very poorly by the waitress concerned. The time delay in her advising the manager of her problems was unforgivable and non compliant
In her enthusiasm to rectify the customer’s problem, she disregarded our standard procedure relating to replacing a customers plate, and from this point on she must have totally lost all professionalism.
To repeat to a customer full details of a heated verbal exchange between herself and a kitchen staff member, including bad language, is idiotic, and unacceptable. Our staff are trained to repair problems through established guidelines and keep maximum transparency for the customer.
Again please accept our apologies, and be assured this was a very unusual occurrence
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.