We felt fortunate this past Saturday to get a reservation for 6 people at this restaurant last week ago based on the reduced seating and the busy time of year it was in Jackson Hole. Upon making the reservation, it was emphasized that we must...be on time for dinner or we would be turned away. Well, even with a down pour of rain at 7pm, we arrived on time as requested. However, upon arriving we were informed that our table was still occupied and that we could wait at the tables outside the restaurant area. We asked if we could enjoy a drink at the bar but were told “No seating or standing was allowed at the bar due to COVID restrictions.” We abided by the rules and proceeded to the out of dining waiting area and order drinks as waited for our table.
An hour later, we finally were seated at our table which was just 4 feet from the bar. There were no stools around the bar. Kate, our server came over and took our order and opened our corkage bottle of wine. We ordered 4 Fish Specials @ $52 each and a Rib Eye Steak for 2 that was pricey at $200. We proceeded to enjoyed a $17 appetizer and bread and butter service for $10 and ordered another bottle of wine waiting for dinner to be served.
Besides our party, there was also a party of 2 waiting for dinner as well.
While waiting for our meals, around 9 pm, a group of 6 between the ages of 25-30 year old bellied up to the bar and proceeded to ordered drinks. They were served drinks at the bar and continued to hover at the bar for an hour. Note that this group was within 3 feet of us – definitely not the 6 feet required by the health codes – but that wasn’t the point. We were told the bar was off limits due to COVID. The group was so extremely close to our table and felt terribly uncomfortable and most important we did NOT feel safe. Our server could tell we were uncomfortable but did nothing. We were so worried that we all grabbed the tables and physically moved them to the other end of the room since not one server or Manager intervened on our behalf.
While this group was at the bar, we noticed the kitchen staff and the servers at the back of the bar with no masks and several of them were doing shots with the bartender. This was a bit disturbing to see so much of the staff drinking and taking several shots each. They were entwined in their get together that I had to get our server to go check on our food since it appeared the kitchen had quit for the night without our dinners being served yet. Around 9:20pm the food was finally brought out. The steak was sizzling on the salt brick but the 4 moonfish specials were all cold as well as all the vegetables.
This place is not cheap but for the price you pay, we expected good service and food served hot.
I cut into the fish and as I suspected those dinners appeared to have been cooked and plated 15 minutes prior service so the meal was cold. I guess shots at the bar took priority to the guest having dinner hot and timely!
I confronted the server and, not understanding cooking of firm texture fish, she offered reheat them. I have over 20 years of restaurant ownership and have a degree in Hotel & Restaurant so I knew that doing this would overcook the dish to dried out inedible texture. I requested she cancel the fish and just bring us another Rib Eye for 2, knowing this would take 20 minutes to cook. She offered us some sides to eat while we waited for the steak and I asked her to see if her manager would comp a 2nd bottle of wine due to the inconvenience but the manager refused and never came out and spoke to us about the issue. We ordered another bottle any way and our server delivered the 4 side dishes that we were led to believe were complimentary. It is now close to 10 pm when we received our steak.
Our tab for the six of us for the evening, (see the attached) our tab was $900 for meals including the side orders the server had offered us, not stating she was charging us for then. This did not even include our tab at the very beginning of the evening. We sent close to $1,000 that evening for a terrible dining experience.
I called the General Manager of the property, Perdro Ramos. On the initial call, he did not want to speak with me when I made him aware of an issue with our dinner on September 19th. He took my number and scheduled a return call at 10 am the following morning. I made another attempt to get ahold of Mr. Ramos but never returned my call as of the posting of this review.
Unfortunately, this place has no hospitality and it is very apparent they do not care about their guests experience and the safety of their guests. The employees even all clapped when we got up to leave that evening as if they were in the right for poor service and cold food. Totally reprehensible experience!!
There are so many bad reviews for this place and after looking at other reviews, it is evident that this property is POORLY run and lacks customer service and desperately needs someone with true hotel and restaurant experience Don’t go to this place for dinner. I wish we would have read the review prior to our dinner.More
