We booked this based on trip advisor reviews but really found the service to be seriously lacking. On arrival the hostess asked if we had reservations and then just walked away. We were apparantly supposed to know to follow her - there was no more communication or welcome.
We ordered cocktails but the sweet potato chips and dip (which was very nice) arrived, and then our appetizers before our cocktails. My husbands appetizer was burned (the bacon on the outside was black right through) so he sent it back. The waiter said that was normal and harumphed at taking it back. He did, but it wasn't very professional to argue about it.
I then asked that our mains not be started before we asked (something that was offered us at Kapi Kapi) as the apps had come much to quickly. Although they waited longer the mains arrived without our asking for them (and it wasn't like they were trying to get out of there as people were still arriving). The mains were very good, but the whole experience was tainted by the really poor service. We wouldn't return here, and wouldn't recommend it based on our experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 5, 2012
Thank you for posting your comments here on Trip Advisor. We appreciate your constructive input and continually strive to improve wherever we can and whenever we can. 7 of the previous 9 review ( I didn't look back any further) had specific mentions of our great service and attentive staff. Unfortunately, we seemed to have dropped the ball and tainted your experience during your visit. For that we are very sorry. I do believe this is an isolated occurrence. We do take great pride here in our restaurant and our hotel in our staff. They have all taken great pride in learning the hospitality industry and how to provide excellent service. We have taken the opportunity to review with our staff the importance of "grace under fire." It is never our intention to disrespect a guest request in any manner. Whenever a guest is not pleased with a dish, we readily take it back and offer something else. It may simply be that the guest didn't expect a certain texture or taste or whatever the case may be. We have had a guest send back a perfectly plated beef carpaccio as they didn't realize that carpaccio is served raw. We gladly took the plate away and served a different appetizer.
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My guess is that a very large part of your experience was due to the language barrier. While the young lady that was seating you is still learning English, and probably could not remember the proper phrase to lead you to your seat, she is working hard at it and we apologize if this came across in any way as unprofessional. The majority of our wait staff speaks English very well and we provide all of our staff with regular English classes to help them continually improve. That being said, they may not have understood your request to have your food delayed until you requested it be started vs just delayed. Even though that might have been offered at another restaurant, that is not an ordinary request for our staff.
As far as your appetizers arriving before your cocktails this occurred because it takes as much time to prepare our fresh exotic drinks as it does to prepare an appetizer. The chef just happened to be a little quicker than the bartender on your order. We are pleased that you enjoyed your main courses and hope you will consider a return visit.
Safe Travels and Happy Dining,
The Falls Garden Cafe
Staff, Management and Owners
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.