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| image: downrangereport.blogspot.com |
I wrote an awesomely bitchy note on my iPad earlier. My intent was to
work it into a blog post but, as I was polishing it, it somehow
disappeared. Poof! Gone. It was a verbose piece. I used lots of big
words, inspired perhaps by my stay last night at the Saratoga Hilton,
formerly Cheryl Clark's digs.
The post was prompted by the dining experience I shared last night with two friends, each of us restaurant server alumni. We went to Max London's for dinner. This was the second time around at ML's for two of us and, unfortunately, the experience was unerringly similar to our last visit - thoughtfully prepared food, nicely presented at the appropriate temperature contrasted with abysmal service. I'm talking comically bad. Epic.
It all began with the complete lack of welcome. Both times I've ventured in to this place, the greeting, aka as the tone setter for the evening, in my opinion, was completely absent. The folks standing behind the bar - posing perhaps for some unseen camera, didn't acknowledge us whatsoever. All right then.
The hostess was busy and eventually got to us, estimating the wait for a table as about 20 minutes. I set the timer on my phone and we walked and window shopped, returning in 12 minutes only to learn that we had lost our table. A good hostess estimates a bit better than that, I think, and a great hostess notes the time she spoke with the prospective guest and does her best to honor it.
We elected to wait at the bar the second time around and, miraculously, 3 seats magically appeared. We sat. And sat. And sat. I would estimate it took a minimum of 5 minutes before we were acknowledged. Please be aware that there were 4 or 5 people working behind the bar, none moving with any sense of urgency. Not very impressive. At last, we ordered 3 simple drinks (2 glasses of Prosecco and a g&t) and waited again, probably closer to 10 minutes this time. By the time the cocktails were served our table was nearly ready and we were advised by the hostess to settle up at the bar because we would soon be seated.
Now, there's a nice way to convey to a guest that you'd like them to wrap up their check at the bar, I suppose, but her approach was not it. The way she spoke, her tone of voice and her choice of words, was abrasive. Nonetheless we attempted to pay the check as soon as it was presented (maybe 2 minutes after we requested it. Pretty good, right?), but after waiting more than 5 minutes to have our credit card processed, we ultimately took our unpaid check to the table. And a tip? Forget it.
Our server was earnestly green, a welcome change from arrogantly jaded, and he did his best to provide us with what we ordered. And the food, by the way, was terrific. Everything you've ever heard about their polenta fries? All true - delicious! When we ordered a second mixed drink and the wait to receive it was pushing the ten minute mark, we knew it was time to abandon any hope of the evening being redeemed. I texted a friend and we headed to Capriccio Saratoga for the remainder of our dinner.
I would be remiss if I didn't share the funniest moment of the meal. When we questioned our server about the missing drink he responded, without batting an eye, that the bar was very busy. The laughter that erupted from my table was the purest moment of joy prompted by our dining experience. Overall impression: the kitchen deserves a much better front of the house presence - an effective dining room manager is sorely needed, in my professional and personal opinion. You're welcome.
The post was prompted by the dining experience I shared last night with two friends, each of us restaurant server alumni. We went to Max London's for dinner. This was the second time around at ML's for two of us and, unfortunately, the experience was unerringly similar to our last visit - thoughtfully prepared food, nicely presented at the appropriate temperature contrasted with abysmal service. I'm talking comically bad. Epic.
It all began with the complete lack of welcome. Both times I've ventured in to this place, the greeting, aka as the tone setter for the evening, in my opinion, was completely absent. The folks standing behind the bar - posing perhaps for some unseen camera, didn't acknowledge us whatsoever. All right then.
The hostess was busy and eventually got to us, estimating the wait for a table as about 20 minutes. I set the timer on my phone and we walked and window shopped, returning in 12 minutes only to learn that we had lost our table. A good hostess estimates a bit better than that, I think, and a great hostess notes the time she spoke with the prospective guest and does her best to honor it.
We elected to wait at the bar the second time around and, miraculously, 3 seats magically appeared. We sat. And sat. And sat. I would estimate it took a minimum of 5 minutes before we were acknowledged. Please be aware that there were 4 or 5 people working behind the bar, none moving with any sense of urgency. Not very impressive. At last, we ordered 3 simple drinks (2 glasses of Prosecco and a g&t) and waited again, probably closer to 10 minutes this time. By the time the cocktails were served our table was nearly ready and we were advised by the hostess to settle up at the bar because we would soon be seated.
Now, there's a nice way to convey to a guest that you'd like them to wrap up their check at the bar, I suppose, but her approach was not it. The way she spoke, her tone of voice and her choice of words, was abrasive. Nonetheless we attempted to pay the check as soon as it was presented (maybe 2 minutes after we requested it. Pretty good, right?), but after waiting more than 5 minutes to have our credit card processed, we ultimately took our unpaid check to the table. And a tip? Forget it.
Our server was earnestly green, a welcome change from arrogantly jaded, and he did his best to provide us with what we ordered. And the food, by the way, was terrific. Everything you've ever heard about their polenta fries? All true - delicious! When we ordered a second mixed drink and the wait to receive it was pushing the ten minute mark, we knew it was time to abandon any hope of the evening being redeemed. I texted a friend and we headed to Capriccio Saratoga for the remainder of our dinner.
I would be remiss if I didn't share the funniest moment of the meal. When we questioned our server about the missing drink he responded, without batting an eye, that the bar was very busy. The laughter that erupted from my table was the purest moment of joy prompted by our dining experience. Overall impression: the kitchen deserves a much better front of the house presence - an effective dining room manager is sorely needed, in my professional and personal opinion. You're welcome.
How terrible to hear you had another bad experience at Max London's! It really sucks because the food and even the drinks can be so good but it's true, the service leaves a lot to be desired and more often than not when we've attempted to either eat or drink at the bar we've left pissed off. It's a shame. And I hear people talk about having fun hanging out at the bar there but they must be part of the in ML's crowd who gets actual decent service. Not my bar experience there.
ReplyDeleteAnd the hostesses are hired to be pretty, not to actually welcome guests and set a pleasant tone for the evening. That much is very clear.
Maybe try Maestro's next time? We always get good to excellent service there and the food is yummy.
Maestro's is definitely going to be the place to hit next time. You live in a lovely city - it was like a 24 hour vacation!
DeleteI am a big fan of the food and drinks at Max London's but I know what you mean about the service. I've never gone for more than to sit at the bar and enjoy their wonderful happy hour, but their bartenders are a mixed bag. 50% of the time, our service is truly top notch at the bar. The other half of the time, I'm just glad I'm there to watch baseball and enjoy cheap food and drinks (there's nothing worse than paying an arm and a leg for good food and bad service)! I particularly enjoy a drink they make with elderflower liquor, gin and champagne. The first time I had it, it was marvelous, tart and sparkly. Another time I came back and it was so sickly sweet I could barely choke it down. When I asked, the bartender said it had simple syrup in it, so I ordered my next without. The NEXT time I was in, I asked for the same drink sans simple syrup and the bartender said, "there's no simple syrup in that drink". So their mixed drinks and service, I think are fabulous with the right bartender, but inconsistent overall.
ReplyDeleteActually, come to think of it (geeze, I ramble!), the very first time we stopped in on a hot Saturday afternoon, the place was dead. We just wanted a cold drink and a place to sit and they were the first place we came upon. We walked in and the dude at the podium didn't even acknowledge us despite the place being empty. He was busy with some papers and after waiting a few beats, we just shrugged our shoulders and bellied up to the bar. His attention to patrons that wandered in after us was just as sketchy. For crying out loud, at least look up, make eye contact, say hello and excuse yourself for a moment if you need to finish what you're doing. To your point - at least roll out the welcome mat.
@goodfoodetc... that's my favorite drink there too!
ReplyDeleteThe hostess is max's sister. As a former hostess: you don't matter. Another table will come along.
ReplyDeleteAll snotty attitudes are learned from Michael.
ReplyDeleteI was there on Saturday night also and was appalled at my 4 oz $12 glass of wine...Chardonnay because they don't carry any Sauvignon Blanc. Only had a drink and left and went to Maestro's which can't be beat. You can get a half carafe there for a similar price and the service is impeccable. The food at Maestro's is superior to Max London's.
ReplyDeleteI've been a regular at max's for years and have become friends with most of the staff there... In fact, I was there just last night for mixtapes and mixology.. My wife and I had some wine and didn't see a $12 glass on the list.. Also, I happen to know for fact that it's not a 4oz pour.. It it a 5 1/2oz pour... Which is what it's supposed to be... Also, max's probably has the best wine list in town and offers very nice wines by the glass and quartino... So, if youre used to a 6oz wine glass filled to the brim with 6oz of Kendal Jackson then you probably wouldn't like it..... For the next time you blog (and i cant wait), get your facts straight and maybe acquire some knowledge on the subject and THEN decide on wether or not you'd like to comment on a public blog.
DeleteI can't help but comment on this because we have been to both Max Londons and Meastros and the two are not even comparable. First of all the interior of Meastros looks like a dead grandmothers house inside a cheap motel. No ambiance whatsoever. The food is good at both restaurants, but we have found that our experience at Max's is always better. It feels like any good restaurant in NYC. They are always busy, which might account for the perceived lack of attention at the bar, but we have never had that problem. The last time we went to Meastros the service and food were a disappointment, and we overheard the owner speaking rudely to a customer over a coupon (uncomfortable!) We personally would rather spend a night out with our friends surrounded by young, hip people than in a nursing home.
ReplyDelete@anonymous May26 re: Maestro's: That is exactly my experience there as well. The only thing the place has going for it is the fabulous porch. As for the value of the drinks, @anonymousMay25, the cost of that glass of SB you get at Maestro's equals the cost of an entire bottle of it at the liquor store around the corner. Deal or no deal?
DeleteThe attitude does start with Michael.
ReplyDelete