Disappointing Bourbon Steak experience

[linzjane88]

I wanted to share our experience to save anybody who's on the fence a trip.
We reserved this for our special "date night" dinner of the trip for my husband and I. We've been to Shula's on a prior trip and enjoyed it so we figured we'd try this. I purposely made no park plans so we could have a nice laid back day with plenty of time to get ready. Hair and makeup you know
We got there a little early (about 30 min) but were able to be seated right away, the restaurant was maybe half full at 7pm. After being seated we waited longer than usual for the waiter to come to the table and honestly that was the theme of the dinner. He seemed either over extended or just preferred to give his attention to the larger group that was also seated in his area. After very quickly taking our drink order he said he would be back to go over the menu with us. After another longer than usual wait another waitress showed up and didn't introduce herself, didn't say why the other guy was no longer with us, and she was not about to go over the menu. She very briskly asked "do you know what you want?". Meanwhile the other gentleman was still serving other tables around us but also looking over at us awkwardly. I know it sounds crazy but I have a theory that maybe he got overwhelmed and knew he dropped the ball and a coworker had to help him out and she wasn't happy about it? That's definitely how it felt. She missed one of the sides we ordered and did go back and grab it, but she seemed more annoyed than apologetic. He took back over when it was time to box up and he seemed like he definitely recognized it was not ideal. As soon as we got out my husband jokingly said "he seemed like he felt bad".
We never once complained or were demanding or anything like that, even with the obviously long waits in the beginning. We would have been understanding if he would have said 'hey, sorry I got tied up'. Or if she would have told us she was covering temporarily.

When we've been to Shula's before we basically got the backstory of the cow we were going to eat for dinner. Nope, nada. Just 'what do you want'. Also usually when eating at the Disney signatures there's some recognition that it isn't everyday eating. They ask if you are celebrating anything or make a small amount of conversation with you. Every waiter this week has asked if we were celebrating anything, what we did that day, etc. I am not a fan of small talk but sheesh, it was like being served by robots....Who wished we weren't there .

P. S. The food was fine-we got a ribeye, creamed spinach, whipped potato, French onion soup, and the pork belly plus they bring out a variety of fries and sauces. It was all good but it wasn't better than any other sit down meals on this trip (Yak and Yeti, Toledo, Summer House, heck even the Denver Airport!) And certainly the food was not good enough to counteract the really disappointing service. Not to mention it was over $100 more expensive than any other sit down.

 

[gottalovepluto]

I wanted to share our experience to save anybody who's on the fence a trip.
We reserved this for our special "date night" dinner of the trip for my husband and I. We've been to Shula's on a prior trip and enjoyed it so we figured we'd try this. I purposely made no park plans so we could have a nice laid back day with plenty of time to get ready. Hair and makeup you know
We got there a little early (about 30 min) but were able to be seated right away, the restaurant was maybe half full at 7pm. After being seated we waited longer than usual for the waiter to come to the table and honestly that was the theme of the dinner. He seemed either over extended or just preferred to give his attention to the larger group that was also seated in his area. After very quickly taking our drink order he said he would be back to go over the menu with us. After another longer than usual wait another waitress showed up and didn't introduce herself, didn't say why the other guy was no longer with us, and she was not about to go over the menu. She very briskly asked "do you know what you want?". Meanwhile the other gentleman was still serving other tables around us but also looking over at us awkwardly. I know it sounds crazy but I have a theory that maybe he got overwhelmed and knew he dropped the ball and a coworker had to help him out and she wasn't happy about it? That's definitely how it felt. She missed one of the sides we ordered and did go back and grab it, but she seemed more annoyed than apologetic. He took back over when it was time to box up and he seemed like he definitely recognized it was not ideal. As soon as we got out my husband jokingly said "he seemed like he felt bad".
We never once complained or were demanding or anything like that, even with the obviously long waits in the beginning. We would have been understanding if he would have said 'hey, sorry I got tied up'. Or if she would have told us she was covering temporarily.

When we've been to Shula's before we basically got the backstory of the cow we were going to eat for dinner. Nope, nada. Just 'what do you want'. Also usually when eating at the Disney signatures there's some recognition that it isn't everyday eating. They ask if you are celebrating anything or make a small amount of conversation with you. Every waiter this week has asked if we were celebrating anything, what we did that day, etc. I am not a fan of small talk but sheesh, it was like being served by robots....Who wished we weren't there .

P. S. The food was fine-we got a ribeye, creamed spinach, whipped potato, French onion soup, and the pork belly plus they bring out a variety of fries and sauces. It was all good but it wasn't better than any other sit down meals on this trip (Yak and Yeti, Toledo, Summer House, heck even the Denver Airport!) And certainly the food was not good enough to counteract the really disappointing service. Not to mention it was over $100 more expensive than any other sit down.

What a bummer, I’d seen good reviews. But at that level of restaurant a service lapse like it’s an Applebees is unacceptable.

 

[Threehearts]

My husband and I live about 5 miles from the one in DC. It used to be great but hasn't been for a long time. I think it is surviving on expense account business dinners and out-of-towners.

I think it's hilarious that people rave about the french fries and sauces. Really? French fries that cost $1to make and a very substandard meal for 2 that easily with tip runs $300.

 

[SteveH]

That's disappointing, while asking for a manager on the way would have been ideal, I do think letting the management know is still important. Being handed off like a used pair of shoes isn't top level service. Here is their contact page.

We have very nice restaurant where I live, not a steak house but they are working hard to be James Beard Award restaurant. Sadly I've had such mixed experience I can't see them getting it. After our last lack of attention, food under a warming lamp for 23 minutes (yes we kept track) I asked to talk with the manager on our way out, of course they were not on site (go figure). So I reached out to the owner, who is surprisingly available and very wiling to listen to my concerns. I offered to comp our next meal but I declined, it wasn't about the money. I felt he genuinely was concerned. Got off the phone and thought nothing about it, except it wasn't going to on our list of places to go for awhile. To my shock about 4 days later he called, said he'd reviewed the footage (cams in the restaurant) and our bill, checking the times and he insisted he was refunding our money as we were right. He also asked to return, on his dime in the next couple months, and let him know how it went. So, please do share your experience, restaurants need to know what's working and what's not.

 

[SteveH]

I think it's hilarious that people rave about the french fries and sauces. Really?

I'm happy I'm not the only one that thought it was strange for a Steak House to be serving fries like a Red Robin.