"An exceptional experience! Not because the food is so outstanding, it is just decent. No, what stands out like a sore thumb in your behind is the service- lack thereof.
We entered the dining room with a reservation by our hosts, for the four of us. Sold online as offering breathtaking views of Bilboa, and their supreme specialty, large T-bone steak to share with the whole table. We were very excited while waiting to be shown to our table. And there was more than enough time for that.
After a while it became painfully clear we were about as welcome a bunch Jehovah witnesses at a Muslim house at prayer time.
A lady barked if we had a reservation. Yes, in writing. We were pointed at a table for four, set without any utensils, and with one seat with a missing wine glass. Reservation, yes, but they were clearly not expecting us.
And there we sat, as a waiter with a not-too-clean white shirt walked by our table several times with napkins for other (empty) tables, ignoring us. Lots of time for us to notice that the view of Bilbao was almost completely obstructed by trees.
Our table partner then said; "Good evening" to the passing waiter and having his brief attention, finally the menus arrived. Then we explained that we wished to order their specialty, which was listed as T-bone with a kilo price.
If you, like us, have laughed at Fawlty Tower's Manuel, we must name our waiter Banuel for now on. This Banuel told that we had misunderstood something. Sure, they had T-bone steaks, but they were just one per person. Very surprising, but: "What does it come with?"
"Begetables" said Banuel.
"No potatoes?"
"No, if you want potatoes, then I take away your begetables!"
"We want both. Vegetables and potatoes!"
He nodded and noted our order. Then he returned to say: "I made a mistake; the lamb steak is a large one, to share."
"Not lamb, T-bone!"
Banuel nodded, "Yes, the T bone steak is to share, what size do you want?
By the time the appetizers arrived, they were fine but also served in a very strange manner; one was placed in the middle without any details; what it was and who ordered it. We found out later that it was for one of us, but we all ate some of it, thinking that was the meaning. Long pause before the other appetizers arrived. No bread in sight.
Apart from Banuel, there was also a woman present, standing at the entrance and all she did was looking into their reservation book, turning page after page. Backwards and forwards. Our host called her three times, the first two she ignored, and the third time she walked away.
By then, very few tables were occupied but every time we wanted attention Banuel would walk to these empty tables, folding napkins, and putting down glasses.
We were getting annoyed and I made a remark that we did not understand the way we were being served. Banuel said that he was sorry.
There came the T-bone cut in some parts, and Banuel put a small first cut on a hot stone plate and.... walked away towards his favorite place, the empty tables.
We had to call him back, because what do we do now?
Banuel showed how we must grill the meat, which would have been valuable information. There came one plate of fries, and away he went. Called Banuel again, where are our vegetables?
"You want potatoes, so I take away your begetables!" he insisted.
"But we ordered both potatoes AND vegetables!"
He signed deep and after some time returned with a plate of vegetables.
Much later he arrived with four pieces of bread, which looked quite nice but by now we were almost finished eating.
Our host said to Banuel: "I have traveled the world and eaten in the strangest places. But I have never, ever encountered service as bad as tonight!"
Banuel: "I am sorry!"
Needless to say, we decided not to stay for dessert.
Upon leaving, our host gave Banuel a tip. This is expected; outstanding service should be rewarded accordingly. The tip was: "Find another job. This is not suitable work for you!" Truer words have never been spoken.
Meanwhile, if you want to eat here, please note: Banuel knows nothing; he is from Bilbao." read more
