Underwhelming / Pathetic Services - EPOCH Bar & Kitchen Terrace Toronto - Buy Reservations
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🤢 2/5 - Underwhelming / Pathetic Services
By 👻 @Bartian0907, 08/08/2022 3:00 am
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Went to Epoch after a weekend concert. Arrived around 11:30 and the restaurant was less than half full. Told the person responsible for seating we'd like to sit outside. She told us to wait in the lobby of the hotel and she would see what was available. Came back about 10 minutes later to say she had seating inside even though we could clearly see that there was a lot of room on the terrace. When we questioned her about the amount of space outside, she ignored us and sat us in the dining room. We ordered drinks and asked for the food menu. We were told the kitchen was closed. While we waited for our drinks (about 25 minutes) the restaurant started to fill up with other people. We noticed that several of those arriving after us started to receive food -- even before we received our initial drink order. And, ummmmm, wasn't the kitchen supposed to be closed? So we asked why we were told the kitchen was closed when clearly it wasn't. Again, we were ignored. When our drinks finally arrived, we asked the waiter if the kitchen was open. He said no. We pointed out that other people were ordering and receiving food. He then brought us a menu and we ordered food. No apologies. No explanation. We finished our drinks and sat with empty glasses and plates for about another 20 minutes before someone finally cleared them and asked if we wanted something else. This level of service in a 5 star hotel is unacceptable. I was planning on staying at the hotel during an upcoming weekend but will take my business to the Four Seasons. If the restaurant service is this bad, I'm afraid what the hotel service will be like. I dont understand why staff is so ill prepared and has absolutely no idea how to manage customer feedback with ease or confidence. It seems like the Ritz Carlton could not care less how bad service is, yet will happily take your money. What a disappointment.
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