Visited this past weekend and sadly not as we had anticipated. Arrived at 6pm for a table of 5 and was advised they were no longer taking reservations but the lounge was open on a first come first serve basis. We advised that we were still waiting for the arrival of 2 more friends to join us at 7pm, which they said would not be a problem to have a few drinks in the lounge while we waited. The hostess asked if we were planning to have dinner and recommended to sit a communal table which would be more comfortable to have dinner, as opposed to the lower tables in the lounge. They also advised that the 10-person table is not part of the dining room and there would problem to accommodate us. We took the recommendation to sit at the table and offered that we would be more than happy to share the table with other patrons. As the table was first come first serve, the hostess advised she is not able to walk us to the table but would follow us as we sat ourselves. Our name was taken and mentioned the servers would be advised we would have drinks while we waited for the remainder of our party to arrive.
Our server, Maria, welcomed us and provided drink suggestions and informed us of the Dine Out Vancouver menu option they were offering for dinner. She asked us what we were thinking of eating, to which we mentioned most likely steak, and offered drink options that would pair well. Maria recommended dark beers, full-bodied red wines, and bourbon-based drinks. We opted to start with dark beer while we looked at the wine list to have with our dinner. We received our drinks shortly after. Maria came by to offer us bread while we waited; throughout this time she asked multiple times if we had decided on what we would like to order and had to continually remind her that we were still waiting for our party to arrive. At 6:45pm we were notified by the remainder of our party that they had arrived onsite and were waiting for the elevator, to which we proceeded to order a bottle of wine. Upon being served our wine Maria advised that there was now a reservation for a party of 10 that required the whole table and that we would need to vacate the table by 8pm. She requested for us to call our friends to see if they knew what they wanted to eat so she could go ahead and put the order through before they arrived. We explained that we were not advised that there was a reservation for 8pm, in fact we were told that the table is not reservable as it is part of the lounge.
The GM, Grant Nelson, came by to further explain that we should have been told upon seating that there was a reservation at 8pm, which they failed to previously advise, and said that it was a communication error on their behalf. At this time the rest of our party arrived at the table at 7pm, while we were speaking with Grant. Grant had then told us that we would only be able to stay for only the first course and would be required to vacate by 8pm. We mentioned that we would like to do the DOV menu that had been previously offered to us by Maria. We felt that Grant then stated that he would have to honor the 8pm reservation and there was nothing he could to do accommodate us. We expressed our discontent that we would have to rush and vacate the table just as the remainder of the party arrived. The conversion with Grant turned into what we felt was confrontational and embarrassing just as our friends had arrived. After a few minutes on telling us we would need to move to one of the lower tables or only eat one course, Grant had left and returned to advise that he had contacted the 8pm reservation who agreed to push to 9pm. Maria immediately began to take our food orders before our friends had the opportunity to look over the drink menu and settle in; which made for a poor arrival experience for our friends as we felt rushed and pressured to decide on the spot. Much to our discontent, we obliged and made our decisions based on the menu options from the DOV menu. We ordered a 2nd bottle of wine and appreciated that Grant attempted to recover from the situation by bringing over a small gin, cucumber, and lime shot as an apology for the inconvenience. It was certainly a nice gesture, however, nobody in our party enjoys gin and did not pair well with any of the dishes we selected. Ideally, we feel that it would have been better off if we were asked on a preference or provided a few options to choose from.
Upon settling our payments, one transaction did not go through successfully and Maria commented loudly in front of the entire table that it was because we didn't have enough credit limit; which was an embarrassing assumption to make, especially after witnessing her explaining to guests beside us it was due to wireless connection when they had troubles processing payments as well. The charge was successful the next time around. Overall, it was a truly disappointing experience. However, the food was decent, the portion sizes were average, and price point was expected. read more