Since my last review, we have returned several times for lunches and dinners. The food, ambiance…read moreand service has always been outstanding, so it was very disappointing that last night missed the mark, significantly.
Upon arrival at 6:30, Matt was seating a party outside and he told us to go inside. He followed us in. But instead of taking us to our table as he usually does, he told us we had the five top in the room on the right which he pointed to as he walked into the kitchen. OK, so maybe he was busy. No big deal.
Place was about half full when we arrived.
Almost immediately after we sat down, a waitress (new to us) arrived and handed us menus as she very quickly read the menu additions to us. I told her we were in no rush and I asked her to open some bottles we had brought. I also asked for an ice bucket. She noticed the bubbles and inquired if it was a special occasion. We told her it was my daughter's birthday.
She came back just a few minutes later with water and she asked if we were ready to order. I told her we needed more time and that we were in no hurry. I asked her to slowly reread the menu additions. As we were perusing the menu, engaged in lively banter and enjoying the bubbles, I realized she did not bring the ice bucket. I looked around for her for a few minutes, then, when I could not locate her, I caught a different waitress's (new to us too) eye and she promptly came over and brought an ice bucket.
A few minutes later, a staffer brought a bread basket. Usually there is a diverse selection of various very tasty breads. Today it was mostly plain old "Italian bread". Like the kind you might get when you order a dinner at a pizzeria. Nothing close to the quality and flavors we have consistently had in the past.
For appetizers, we decided on the burrata, the octopus and the crocchette. We ordered all larger portions which we planned to share. As we have dined here on several occasions in the past, it was disappointing to see small portions, especially the burrata and crocchette. While tasty, the portions didnt seem to be any larger than the small size my wife and I usually get. Additionally, in the past, the octopus salad had plenty of tentacles, which our serving did not. It was rather bland as well.
Since taking our order, we had not seen the waitress. Apps were brought out by Luca and other kitchen help.
At this point, empty bread basket, empty champagne bottles and some empty water glasses had been on the table for quite some time, but the waitress failed to remove any of it. I asked for more water which she brought but again failed to clear the table. By this time, we were done with the appetizers, but instead of clearing, she brought one of the entrees. The eggplant. A short time later, another server came and cleared the table while we waited for the remaining entrees. 12 minutes later, the rest of the entrees arrived. While I suggested to my guest that he start without us, he refused figuring it would not be long before the remaining entrees arrived. When they finally did, his was cold.
Other than the cold eggplant, the other entrees were tasty.
Given the poor service, we decided to go home for dessert.
Insult to injury... when I got the bill, I noticed they had added a 20% gratuity (not to mentioned the $12 "Service Fee" for using a credit card. A discussion for another time). I firmly believe that gratuities are totally up to the customer. I tip well in excess of 20% when service is good. Last night's service was horrible.
"Taking" my money was not right. It's not even the money, per se. It's the fact that a restaurant would make MY gratuity decision for me. Not cool. Perhaps just as important, it also influences the servers. If they know they are getting 20% from my table regardless of their level of service, they might give more attention to other tables where the gratuity IS under the control of the customer. I cant say that is what happened, but it is plausible. We hardly saw our server which is a very different experience than we normally have become accustom to.
On the way out, I spoke with Matt and Luca to let them know of my disappointment. Lots of apologies. Then Matt told me, "It (the tip) is automatic". A customer was getting ill, so Matt left the conversation to assist to the customer.
I left feeling like they didnt care.
My wife said, "Maybe we have to rethink that place". Indeed, but perhaps Matt and Luca need to rethink some things.