Had a dinner in M.C. Grill early in March. The restaurant is located in a nice Hotel (Schlössle) and works well for breakfeast. But for the dinner many things went wrong.
We saw a menu outside the restaurant and after quickly viewing it, saw a 4 course tasting menu which we though we ordered. We asked for the waiter if she could recommend any wine (as we did not know what is coming for the menu). She asked what do you like ? I repeated that we would like the wine to fit with the food, so please recommend. Same question followed after which we selected glasses of both white and red wine by random and just hoping that they would match with something that is coming.
A four course menu arrived, 3/4 courses fine, the main course (some white fish) was a failure. And needless to say the pairing of wines and food did not succeed. After ordering the bill, the final surprise came out. We were offered some kind of "honeymoon special" (I did not order that ...) which in reality was sizewise such a killer that nothing would have worked after that.... Price was 75 €/person (excl. wines), while that on the menu was 43 €/person.
After discussions we were told by the waiter that the menu I was pointing just outside the restaurant door, "was not for this restaurant, it was for the sister hotel in the same town".
After discussions we agreed that I pay 50 €/person which I paid in order to get to sleep.
Lessons to be learnt for the restaurant:
- If the waiter does not know anything for wines (which should be the basic requirement in a 5 star hotel), ask for help. If you don't have a sommelier, the chef should know and be able to tell what he is preparing and recommend. If he can't recommend, please tell the customer what you are preparing so that he could choose based on some facts.
- Don't put to a prime place by the entrance a menu of your sister restaurant (that is ridicilous).
- If the customer gives a written feedback to the hotel manager after leaving, please do answer to that immediately. Needless to say, we did not get a reply (and don't need it any more)
Comparing the restaurant to the old hotel restaurant (Stenhus), which we did visit some 10 times, this is a clear downgrading. And moving the restaurant to the entrance floor means that the hotel customers are walking through the restaurant to their rooms. That is highly annoying.
The personnel in the hotel lobby were however nice and helpful and sorry for what happened. Thanks to them but that did not save the dinner.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 19, 2013
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Thank you for your comment. Each guest feedback is very important for us, positive and negative ones, we take them very seriously as this way we can improve our service.
Please accept our apologies for the disappointing experience at our M.C Grill restaurant. What happened definitely could have been avoided and after having discussed your review with our management and our restaurant staff we have agreed that there has been some miscommunication and misunderstanding.
It is true that near the entrance of M.C Grill Restaurant we have a stand with three different menus promoting our different restaurants. It is a common practice in all of the properties belonging to our company as we need to promote all of our outlets to the guests. However outside on the street in front of the restaurant entrance we only have the menu of our M.C Grill restaurant.
Our waiter has informed you that the set men for 43 EUR is offered at our sister property but considering the fact that there was a confusion they offered you a special price 50 EUR.
Our sommelier recommended the wine to the waitress who suggested you a certain wine to match the menu but you preferred to order another wine. We regret if the matching was not successful.
As for the fact that your written feedback did not reach our General Manager, threre has been definite miscommunication between our departments and we apologize for its result. We shall put more effort on improving the communication to make sure that such issues will not take place in the future.
Hopefully we shall get a chance to improve your first impression of M.C Grill Restaurant.
Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.