We were there recently on Ladies Night when they were offering 1/2 off appetizers. What was supposed to be a 1-1.5hrs pleasant dining experience turned into a 3hrs dining disappointment. The server was nice but took FOREVER to bring us our food and our bill. And when he finally did, the bill was incorrect and he had to take it back to management to have it resolved which for whatever reason, took over 30mins to do. The manager was VERY reluctant to make the correction that inexcusably took over 30mins to resolve, not to mention, he never even came to our table to introduce himself and/or apologize for the error or the long wait, something that I feel is essential in customer service. Finally when we were ready to pay, no one even bothered to come and collect our payment. We had to track down the hostess to pass it on to our server who then had to give it to the same not-so-friendly manager to process the payment. Honestly, the place is really nice, my first impression was blown away by the decor and menu selection but unfortunately the management ruined the entire experience for me, leaving nothing to be desired. If they don't start training these managers better, this place will not last.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 4, 2013
Dear jchoy ,
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I received a email by your most recent visit to Aqua. Please accept my sincere apologies for your dissatisfaction with your dining experience. I did respond to your email that you sent directly to our website. In hopes that I would get a chance to speak with you and resolve this unfortunate incident in a timely manner. So please forgive me if this sounds repetitive.
Quality food and service are the building blocks of our culture, and we adhere to high standards at Aqua. We do, therefore, take your complaint very seriously and apologize for our poor execution. Please be assured that this is an isolated incident and not a regular occurrence.
We strive to provide our guests with a dining experience that is at least 100% of their expectations, and we apologize for falling short of the mark with you. I would like the opportunity to speak with you in more detail about your experience. Please feel free to contact me directly at Aqua.
Thank you for your patience in dealing with this matter. We appreciate your business and look forward to hosting you soon.
General Manager of Aqua
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.