Greeting's ISLA Team,
I first wanted to start by saying that I absolutely love ISLA's concept, food, atmosphere, and overall dining experience. I have dined at ISLA several times for both business meetings and happy hour at the bar, and prior to this experience, I have consistently spoken highly of the restaurant and recommended it to others.
Unfortunately, my Mother's Day visit was very unlike any previous experience I've had with your restaurant, and I felt compelled to share my feedback.
To begin, I want to acknowledge that the initial reservation confusion was completely my mistake. I mistakenly arrived for what I believed was an 11:00 AM reservation, when my actual reservation was for 1:00 PM. Your hostess team truly did everything they could to try to accommodate us earlier, though understandably they were unable to due to the holiday reservation commitments. I completely respected and understood that.
Although I could have chosen to dine elsewhere and forfeit the $50 reservation hold, I decided to stay because I trusted the quality of food and service I had previously experienced at ISLA. I was especially excited because this was my mother's first time dining there on Mother's Day.
When we returned and checked in for our actual reservation time, we were seated around 12:45 PM in an unusual section near the stairs. We also were never greeted with the complimentary mimosa that was being advertised for Mother's Day guests.
From there, the service unfortunately continued to decline.
We sat at the table for approximately 20 minutes completely unacknowledged by our server. Another associate eventually brought water around 1:10 PM. Around 1:15 PM, I stopped you while you were walking by to ask if you happened to know who our server was, and you kindly mentioned you would grab his attention.
Shortly after, our server, I believe his name was Kyle, approached the table and asked if we wanted our complimentary mimosa, while also mentioning that additional glasses would be at cost, which was perfectly fine. However, after that interaction, he disappeared again for an extended period.
During that time, my mother and I actually watched our drinks get delivered to another table that had only recently been seated. Once my mother made eye contact with another manager, I believe a female manager, the team quickly realized the mistake and brought our mimosas to our table. By this point, it was already approximately 1:25 PM, despite us having been seated since 12:45 PM.
Kyle eventually returned to take our order. My mother and I ordered identical meals, including burgers specifically requested to be cooked well done.
Another detail that stood out was that Kyle removed our preset table plates and left us with only one spoon and the original silverware/napkin. When bread arrived, we had no plates to eat from and had to flag him down again to request plates. Later, when our second course arrived and required spoons, we once again had to stop another associate for assistance.
The repeated lack of attention to detail unfortunately continued throughout the afternoon.
There were unusually long gaps between courses with little to no table check-ins, though the menu was preset, no updates regarding timing, and no effort to ensure we were enjoying the experience or needed anything.
By the time the final course approached, my mother had become so frustrated that she asked for the remainder of her meal to simply be boxed to go rather than brought to the table, which we clearly communicated to Kyle.
When our entrées finally arrived, both burgers were cooked medium rare instead of well done as specifically requested. At that point, neither of us felt confident enough in the experience to even send them back for correction.
We again reminded Kyle to box my mother's meal to go.
Once we paid the bill, we sat patiently waiting for the dessert course to be packaged, assuming it was already being prepared. After approximately another 15 minutes, Kyle happened to make eye contact with my mother from across the dining room and visibly realized he had forgotten our carrot cakes entirely. We watched him rush back toward the kitchen to finally prepare and box the desserts.
I want to be very clear that I am not writing this email simply to criticize Kyle individually. I understand holidays are extremely busy, and everyone can have an off day. However, the overall experience felt noticeably inconsistent compared to the level of hospitality I have previously experienced at ISLA.
What made the experience even more disappointing was observing the table next to us receive incredibly attentive and polished service throughout the afternoon, seemingly because they knew either the chef or ownership. As guests sitting directly beside them, the contrast in service was unfortunately impossible not to notice.
My intention for Mother's Day was to bring my mother into the city for an elevated and memorable dining experience. Instead, we both left disappointed read more