This was our first time at the restaurant. We are always happy when there's a new restaurant in Mililani and we decided to give Sakura a try. In the interest of making this review easier to read, I'll lay it out in bullet form...
* Reservations and Arrival - We had reservations for 6pm. When we arrived there we were greeted by the host. We told her about our reservations. She then asked us to wait a bit as she was going to get a table. We sat in the waiting area approx. 10-minutes while other guests came in and were seated. She spoke to Jonny (I believe he's the manager) and they continued to address other guest that were arriving. She finally came to us and asked us if we had reservations. Oh boy, I could see where this was going... She finally lead us to a table and provided us with menus... with no instructions or information about ordering (this will come into play later).
* Waiting for Service - Reviewed the menu and were ready to order. So we waited and waited and waited. We noticed that there was a nondescript button along the window. No signs or instructions whatsoever. We figured that this is used to call for service so we rang... and waited.... and waited... rang again.... and waited and waited and waited and rang again! By then I'm more than.... @#*&(!#^!%! Seems like the staff and management has no clue that they have a bell. Maybe that's why the host didn't give us instructions about the bell. I finally went to the host and told her to get someone to our table now. She apologized and sent someone. It took approximately 25 minutes from the time we sat until we had someone come over.
* Side Note: Jonny (manager mentioned earlier) was too busy either sitting behind his "desk" next to the host or standing up next to his desk flipping his pen in the air and looking "not busy."
* Our Server - If I could give her a separate rating I would! * FIVE STARS* She was very apologetic and tried her best to help us out. She mentioned that no one told her that she was responsible for our table until she was informed by the host or the manager. We explained what we were going through but reassured her that it was not her fault.
* Ordering Experience - Poor girl, as she was taking our order she was writing it on a literal "scratch pad" that was made up of pieces of paper (approx. 4" x 3") that was stapled together. I wondered if she had to make that herself.
* Kitchen - The only problem with the kitchen is their timing. The entrees came out but was spaced about 15 - 20-minutes apart from the first entree to the last. Luckily I'm a fast eater...
* Food - Actually the food was pretty good. The appetizers and entrees were tasty. We ordered 4 appetizers and 5 entrees and 3 beers.
* Wait Help - They have none as far as I know. Our waitress was responsible for everything from taking our orders, bringing our drinks (she needed to go behind the bar to grab our beers, open it and bring it to us), refilling our water, bringing our food and clearing our table. It was evident that they were short staffed. If this is how they plan to operate, expect slow service.
Overall Dining Experience
An informal poll of our family resulted in comments such as "growing pains," "still early," "...but the food was good," "our waitress tried hard...," and "if the service (excl: our server) is like this, I wouldn't eat there again even if the food was good..."
As I sat there, I had a clear view of Jonny throughout my dinner. Given the significant issues that we went through that was communicated with the host and our server and back to Jonny, I would have "thought" and possibly "expected" Jonny to come over to at least acknowledge (I didn't say apologize) these issues. But again, he either stood next to the host flipping his pen in the air or sat at this desk.
I won't blame the messenger... in this case, the server. Management as well as the host MUST be responsible for monitoring and maintaining a level of coordination that will ensure that their paying customers are provided with the service that they expect when they enter their establishment. I am realistic and do not expect the same service from a $$ establishment to be compared to a $$$$$ establishment.
Who is responsible for properly staffing the restaurant? Management. Who is responsible for proving proper guidance and training of staff? Management.
Is it worth the trouble to give them a second chance? At this point, I can't say that I will anytime soon. Maybe later. When others ask me about Sakura? I will reiterate my experience and let them be the judge on whether or not they should take a chance. As others have had a great experiences here, maybe it was an "off day" for them.
I hope so... read more