we came down from Auckland for a small trip. As this is a award winning restaurant we place this restaurant as our first choice in Taupo. We ordered both entrees and mains. All the puree and sauce is perfectly done (very good techiques). The texture of mash photato is the best that I have ever had. Presestations are good. Flavours are well balanced. My entree - beef 'mignon' is absolutely beautiful. My friends also give high recommendations to the lamp rump.
Cutlery is well set (line to line as I can see). Good table settings. Good workflow (even when dealing with our complains). Juniors are well trained. A young waitress always serves us with smile and polite manner. But that's not the whole story...
My friend ordered a eye fillet. She was not happy with the doneness and she thought it was overcooked (She used the steak knife to cut for a long time and I try to cut as well, but both of us find it's very difficult to cut). It was ok in the middle but the edge was tough (I ate a piece of it as well). Then a senior server came and explained how this eye fillet was done in the oven. While his attitude was very rude and vey arrogant. we were asked "Do you know how to cook?" “Do you know how many awards we have won?” and another saying for their meals is "our dishes are perfect!"
As customers, we strongly felt that we were offended. We were disrespected and this restaurant does not want our businesses.
As a hospitality professional, I feel sorry for the way that he handle our complains. I also feel sorry for myself because I expected to learn something good from their " execellent service"- as it was commented online. But now all i have got in my mind is I will never treat my customers like that.
I am not a chef, I admit that I don't know much about cooking. But as long as we walk into the restaurant, we are your customers, we are not paying money for anger.
Anyways, my friend got a new dish at the end. It make us slightly feel better. But this bad experience does bring lots of negative emotions to us.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.