Reviews for Upper Deck

06/30/2023 - MenuPix User
I've been staying at the Ascent hotel for years. I stayed at the hotel last week for 5 nights and dined at the Douglas and the Upper Deck the first 4 nights. The only reason I gave above a one star review is because of Kelley. Kelley was absolutely fantastic the first three nights I ate there. She was extremely nice, friendly, accommodating, superb customer service, and made excellent drinks. She made me feel so welcomed and like we became true friends!

Unfortunately I can't same the same for my experience Friday night. I have dined all over the world at all sorts of restaurants and have never experienced such an awful night at a restaurant and poor behavior from a manager in my entire life. Service was slow, then they made our drinks wrong. Fine, totally understandable and it happens. They then made our drinks wrong for the 2nd time (ordered a dirty martini and the bartender simply poured vodka and tons of olive juice in a cup and handed it to us) and the manager on duty (Diania) copped such an attitude with us saying "if you want a martini you need to tell us to shake it on ice". She then said "this bartender is new so give him a break". She never took ownership or said sorry, just blamed us.

Then when our food came I took a bite into my burger and there was a plastic sheet in it. Photo attached for reference to other reviews. At this point we figured they were messing with us intentionally! My brother went to find the manager inside and was told she would come out and talk to us about it. We waited for 27 minutes before she came out and she didn't even acknowledge the mistake! Just asked if we needed anything. I said are you serious, are you going to talk about what happened to my food? Never once did she apologize for this and once again had a huge attitude and said "that's just a cheese wrapper, it's normal. Calm down." I'm sorry, I'm pretty sure I ordered a cheese burger not a cheese wrapper!

While we were waiting for the manager to come out and address the matter there was a table of 8 girls nearby who told us they just had a horrible experience as well. Their food took 40 minutes and came out completely wrong, the manager never came out to address it or get them the right food, so of course they ate what was in front of them because they were starving. Then when the manager finally came out she didn't apologize for anything or attempt to make anything right or compensate them for their errors, she simply said "looks to me like you liked your food since your plates are clean".

Again, Kelley is one of the best servers/bartenders I've ever had the pleasure of meeting and I would have given this review 5 stars if it was solely based on her! The way the manager behaved, treated us, and spoke to us Friday night and her complete lack of ownership of her staff's problems and proceeding to blame the guests for the problems is completely unacceptable. I have worked in the restaurant industry for over a decade and never experienced anything like this. When things go wrong you take ownership, apologize, and ultimately treat your guests with professionalism and respect. You do not have an attitude and blame them for the issues. This manager should be fired because she is severely impacting this restaurant's reputation and the guest's experience in a horrific way. Or she should go through intensive customer service training because there was not one moment of respect or kindness that we experienced with her. I feel so bad for the owner of this restaurant having someone like this on their staff detrimentally affecting their business.

On Friday night I requested that the General Manager calls me about our experience. I left my cell phone number and was told he would be in on Monday and give me a call. I have yet to hear from anyone but would be happy to update this review if I do.

UPDATE: Changed this to 1 star since I still haven't heard from the General Manager.