I've come to expect great food and attentive service from Roy's restaurants - based on many meals at several Roy's locations. This meal, however, was dreadful. Our server all but ignored us, regularly walking by our table without making eye contact and not checking in with us as we sat without silverware and waiting 15-20 minutes in between courses. If she did stop by, she silently dispensed plates (but no silverware) and quickly left. We had to ask other wait staff multiple times for assistance (one particularly concerning example was when our server never returned with her promised answer regarding if the fixed price menu items had ingredients that a member of our party was allergic to). Here is a classic example of the weird, poor service: the one time our server checked in with us, she came to our table, asked if anyone would like coffee, looked straight at only one member of our party (who then said "yes") & then promptly turned and walked away. I sat, with my my mouth open, ready to also request a coffee...but she was gone. The coffee never arrived, anyway.
The food, a fairly expensive (average $70) holiday fixed price menu, was pretty flavorless. My filet mignon was charred and dry on the outside. The appetizers were tiny and seemed "mass produced."
Some staff walked around to ask "the food is good?" - but asked as they walked by - contributing to a sense of not being valued as a customer. Roy's, if you really want to know how our meal is, stop and ask and give us a chance to respond. Better yet, actually provide good food and service in the first place.
Our meal took over two hours...which was odd given the frenzy of wait staff running around the restaurant with the same appetizers & desserts for everyone. You would think we wouldn't be left waiting so long in between courses...but we were. It became laughable after a while, particularly when we looked around the restaurant and saw other similarly frustrated guests, tapping their fingers on the table and looking at their watches.
Never again, Roy's Kolua.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.